Topic:                 Customer Service in Research Administration

Who:                  Matthew Lee, Becca Steiner

When:                May 8, 2024; 2:00 – 4:00 PM

Where:              https://morganstate.zoom.us/j/93119316468

 Join us for a seminar on how to provide excellent customer service in research administration. Matthew Lee and Becca Steiner will discuss the following topics:

     -         The value of customer service

     -         The nexus of customer service and research administration

     -         Tools for effective customer service

          o   A customer engagement model based on “call center sequencing”

          o   Effective yet concise communications

          o   Using a time management matrix

Farin’s Note:  Matthew and Becca have both had extensive customer service experience prior to joining MSU ORA. Matthew was a customer service coordinator and later a customer service supervisor at Verizon for 14 years. Becca has over 20 years of experience in customer service industries, including retail, call centers, and service administration. They have brought their wealth of customer service experience to MSU and distilled it down in a few short slides! I listened to their presentation and found it quite captivating. I hope you join us and like it as much as I did.