Team # 710 -- Defining Quality Customer Service in a Student-Centered Environment
Office of the Vice President for Commonwealth Campuses

February 2006


The Penn State Berks campus recently established a Retention Plan. As part of that plan, an action item was approved to define quality service in a student-centered environment. A need exists to institutionalize an on-going commitment to retention at our campus and one way to do that is to define and practice “excellence” in customer service among all internal and external constituencies of our College. A group of frontline staff and administrators will work together to determine how to define excellence in customer service and how it will be measured.

Team Membership

  • Dennis Mays, Member
  • Blaine Steensland, Member

Results Achieved to Date




Office of Planning and Institutional Assessment
The Pennsylvania State University
502 Rider Building
University Park, PA 16802-4819
Phone: (814) 863-8721
Fax: (814) 863-7031

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