APPA Library

"University of Florida: T.O.P.G.U.N. Customer Service"
Author: Sweitzer, Jean M.
Published In: Facilities Manager
Date: September/October 2003

Included in magazine section on APPA's 2003 Effective & Innovative Practices Award recipients. Describes T.O.P.G.U.N. customer service training in which acronym stands for Team, Own, Prompt, Greet, Understand, and No-No's. Used data from annual customer surveys to identify gaps in service and to develop corresponding service standards and training. Program designed to be fun and innovative, integrating video clips of employees demonstrating good and poor customer service, acting awards, game show format, lively atmosphere, homework, and prizes. Covers insitutional benefits; training, creativity, and originality; portability; management and employee involvement; and documentation, analysis, customer input, and benchmarking of award-winning program.

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