CSMT (Customer Service Mentality Training)

Thursday, October 27, 2016 | 2:40PM–3:30PM | Ballroom A, Level Three
Session Type: Breakout Session
Delivery Format: Interactive Presentation
Customer service mentality training (CSMT) provides insight to better understand the quality of customer service from the perspectives of people, process, and purpose. This interactive and hands-on Staffing and Talent Development initiative was delivered in the summer of 2015 to every employee within Vanderbilt University's Division of Information Technology. An initiative of the vice chancellor of IT, CSMT has now become an integral part of employee orientation and daily interactions for all members of VUIT and VUMC IT.


Outcomes: Gain a better understanding of the importance of engagement with people * Hone the process of engaging customers, both internal and external * Fulfill the purpose for which we serve our customers through meaningful connections

Presenters

  • Robert Hullett

    Senior IT & Learning Consultant, Vanderbilt University

  • John Lutz

    Vice Chancellor of IT, Vanderbilt University