by Barbara Black
The Office of the Vice-Rector, Services, is launching a major drive to
improve customer support with a video presentation to all its employees.
The video comes from SST Communications, a Chicago theatre company that
specializes in employee training programs. Its a lively session
of advice, inspiration and role-playing, enacted before a small but appreciative
At one point, an actor playing a disgruntled employee laments, All
the gung-ho that got me named Employee of the Month three times is gone.
Its the same old job the same administrative goofballs, the
same faculty, the same complaints, over and over again. And as for the
students . . . That ought to raise a few smiles of recognition.
Approximately 600 employees will watch the video in four sessions on October
1 in the D.B. Clarke Theatre. Later in the month, a dozen workshops on
customer service will begin for administrators and a selected 10 per cent
of the staff, of whom half will be front-line service personnel. They
will be encouraged to go back to their workplace and share what theyve
The workshops will be led by trainers, all employees in the Services sector,
who themselves are being trained by Noel-Levitz, a company specializing
in university administrative support. The trainers-in-training are Beverley-Ann
Morris, Enza de Cubellis, Tanya Poletti, Cheryl McKenzie, Louyse Lussier
and Myriam Champagne.
The workshop subjects range from how to deal with difficult situations
to stopping the office runaround of information. These workshops
will be offered on a continuous basis to all Concordia employees.
Vice-Rector Services Michael Di Grappa explains this undertaking by saying
that the universitys current intense growth will make special demands
on support staff, and this is an ideal way to prepare for it.
Working to become Canada's best university requires building and
renovating our facilities, and providing well-defined, expertly delivered
services to operate and maintain them, he said.
Through Service 1, we aim to deliver the best service possible to
all our internal and external customers, and at the same time, demonstrate
our commitment to the personal growth of every Services sector employee.