Skip to Main Content Skip to Footer

APPA Library

"Chapter 3: Innovative Customer Service Practices"
Author: Thagard, Amy
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

To address poor communication and interaction between staff and customers, Florida State University's Facilities Operations and Maintenance developed an integrated technology-based total quality process, which established a positive working relationship with customers, improved interactions, provided an effective way to receive feedback, and saved money by reducing the number of callbacks. Thagard describes the process of instituting the changes, which included allowing customers to enter their own work requests online and check the status of the work requests. Discusses results of customer survey. 

Share this page. You can e-mail this description and a link to this page to any valid e-mail address.

Send this page to this email address:
(You can enter more than one email address separated by commas.)
Add your own message:
Your Name:

Return to Search Page