Clayton State University’s Carolina Amero and Norman Grizzell have been named winners of the 2011 Chancellor’s Customer Service Awards.
Amero, Clayton State’s assistant vice president of Auxiliary & Administrative Services, was named winner of the Joseph Greene Award as the USG’s Customer Service Champion of the Year. Grizzell, director of Auxiliary Services and a direct report of Amero, was the silver medal winner in the Excellence Award of the Year for Individuals. Their awards were announced on Wednesday, Nov. 16 at a ceremony at the offices of the Board of Regents of the University System of Georgia (USG). All 35 institutions in the University System submit nominations for the yearly Chancellor’s Customer Service Award program.
Among the programs that Amero has instituted as Clayton State’s Customer Service Champion are the ongoing "Ask Me!" and "Tell Us!" programs. "Ask Me!" sends student volunteers to various locations on campus to be available to answer questions for new students. The Clayton State Office of Campus Life’s Lakiesa Cantey Rawlinson was recognized for the Chancellor's Outstanding Customer Service Improvement Initiative Award in 2009 for originating the program.
The "Tell Us!" initiative places comment card boxes in departments around campus that have high student traffic, such as Admissions, Financial Aid, Public Safety, etc., and invites students, faculty and staff to comment on the services that were provided. The cards are collected and shared with the appropriate departments to show where they have strengths and weaknesses in providing customer service. It has proven to be an excellent tool for identifying areas of improvement or showcasing points of pride.
The Joseph Greene Award - Champion of the Year is named in honor of the late Joseph Greene, a former member of the Board of Regents, an Augusta State University professor of Business, an alumnus of Augusta State University, and that institution’s Customer Service Champion. The award recognizes a customer service champion who has successfully guided customer service improvements throughout his or her organization, built customer service teams, and worked with other champions and leaders from other organizations, resulting in a significant, positive impact on customer service over the last year.
As noted on the USG website, “in her role as Customer Service Champion, Ms. Amero has… sought new and innovative ways of improving customer service to students and fellow workers.” Among her initiatives in this regard have been a mandatory customer service training class, collaborating with External Relations to improve the University’s master events calendar, and improving customer service at the University bookstore, including a pilot program renting books to students and making e-books available for purchase. She has also developed and implemented an e-commerce system for general merchandise and has refined the pre-pack process and has worked with faculty department heads and textbook coordinators to improve the timeliness of textbook adoptions.
Additionally, she has offered programs designed to reach alternate campus students, such as free shipping and buyback programs for Clayton State --Fayette and distance learning students. She has also implemented a successful laptop sales strategy and coordinated renovations of the bookstore .
In addition to making successful changes in the bookstore, Amero has also helped improve Dining Services, instituting an environment of sustainability which has helped decrease waste in the dining hall. She has also worked on the implementation of "Simply to Go," which offers budget-friendly alternatives to the students, and shifted operating hours in the Dining Hall to better meet the needs of the students.
She is also working on developing a LakerCard that will provide additional services to the students. Currently, the card serves as a campus ID, meal plan card, and debit card.
Excellence Award of the Year for Individuals is awarded to those individuals who have demonstrated the most outstanding service to our customers over the last year. Their actions reflect all five of the state’s customer service attributes: courteous, helpful, accessible, responsive and knowledgeable.
Grizzell, who was previously the winner of Clayton State’s 2011 Alice Smith Award as the University’s Staff Member of the Year, is responsible for the management and oversight of the following Auxiliary Services units: Dining Services, LakerCard Services, SmartPrint, Campus Vending, and Student Laundry Services. This year he was instrumental in implementing a comprehensive system upgrade to Clayton State’s student ID application platform. He also oversaw an upgrade to all student printing stations across campus, which has resulted in improved levels of service.
His improvements to dining services have included implementing a process improvement that allows students to use their unused financial aid at the start of each semester to purchase meal plans online. He also oversaw the implementation of “Simply-to-Go.”