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October 2010 Issue

Featured - Chancellor Davis’ Remarks from the USG’s Chancellor’s Customer Service Awards

Chancellor Davis’ Remarks from the USG’s Chancellor’s Customer Service Awards

The Chancellor’s Customer Service Awards were held in September at the University System of Georgia (USG) offices in Atlanta. Following are Chancellor Erroll Davis’ remarks after being introduced by USG Customer Service Champion Deborah Scott:

Thank you Deborah, and, very importantly, thank you for your continuing efforts in this important area of activity for us.

Let me thank the board for its continued support and, of course, Gov. Perdue for his inspiration in developing the program and his determined and unwavering support over the years.

It is a sign of the Governor’s commitment to this initiative that he always takes the time to participate in customer service events such as this.

Finally, I want to extend both my thanks and my congratulations to all of our award recipients today.

While you are the reason we convene today – to recognize you – the real reason remains our 42,000 employees and 310,000 students in the University System, as well as the countless thousands of Georgians we serve daily throughout the state.

And if I can leave you with one thought today, it is this.

A job – any job – is not simply about doing the work, or mastering the tasks listed in the job description.

Anyone can do that.

It doesn’t take a great deal to simply “meet expectations.”

Frankly, such an attitude has little to do with true customer service.

To reach that level takes something more – something extra.

It’s what I term, doing not just the job to expectations, but taking a job, reshaping it and figuring out how to do it better.

That is the mark of a true customer service champion: “doing it better each and every time.”

It is an unrelenting, constant effort – it is at the heart of the idea of continuous process improvement.

Excellent customer service – award-winning customer service – is not about hitting a mark and then retiring from the field.

Rather, excellent customer service is about ongoing excellence and ongoing improvement.

That is why you see so many repeat winners in these award programs: They are not here because it’s their turn! They are here because they get it and they keep at it, day after day, year after year.

They set the standard for us all.

They want to do it better and they strive to be the best.

As they say in the Navy, “It’s not a job it’s an adventure!”

Let me paraphrase that a bit and say that a commitment to excellent customer service is not a job. It is a calling.

And again, I thank all of you for meeting that call!

Again, thanks for all that you do for your customers, for this System and for the people of this great state!

Note: The University System of Georgia received the Customer Service Agency/Institution of the Year award, which is given to the state agency or institution that has shown the highest commitment, the highest performance levels and the most improvement in customer service across the organization over the last year.

An Individual Excellence in Customer Service award was given to Jenna Miley, Associate Professor of Computer Science at Bainbridge College. This award recognizes those individuals who have demonstrated outstanding service to the citizens of Georgia over the last year. Their actions reflect all five of the state’s customer service commitments: HELPFUL, COURTEOUS, ACCESSIBLE, RESPONSIVE and KNOWLEDGEABLE.

Posted by Sonja Roberts on October 29, 2010
Published in: On Campus, Board of Regents

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