customer perspective

Vision

We have a loyal and significantly expanded customer base, which includes the campus and the neighboring community. Our customers champion our programs and services because they believe that CLS provides services critical to creating a high quality of life on campus, and they value our contribution to increased personal and organizational satisfaction and productivity.

• Our supervisors and managers value and support our staff.
• Our marketing program informs and provides insights on
• customer segments and promotes the values of CLS services
• to the customers.
• We have an annual customer satisfaction measurement
• system.

Objective

Provide excellent customer service and build a loyal and significantly expanded customer base by:

Goals

• Setting service goals and measuring and evaluating the
• quality of services.
• Supporting our staff who are serving our customers.
• Managing by example -- Great customer service begins with
• the behavior of management, starting at the very top. How
• customers are treated is a direct reflection of how
• management is treating employees.
• Developing and providing relevant training to front-line
• people.
• Rewarding employees for delivery of outstanding service

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