CSMT (Customer Service Mentality Training)

Thursday, March 03 | 12:15PM–1:15PM | Colorado Ballroom CD, Lower Level 2
Session Type: Professional Development
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 will now become an integral part of employee orientation and daily interactions for all members of VUIT and MCIT.

OUTCOMES: Gain a better understanding of the importance of engagement with people, process, and purpose (three individual outcomes) in connecting and communicating with both external and internal customers of the enterprise


  • Robert Hullett

    Senior IT & Learning Consultant, Vanderbilt University
  • Aaron Mansfield

    Director of Service Management, University of Colorado System