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Nomination Deadlines:
7/25/08 - Deadline for July nominations

Kim LyThe April Scoop Salute goes to Kim Ly. Kim worked tirelessly to facilitate the BSAC semiannual research review on March 12-14,  for 240 researchers and guests, performing all A/V coordination as is usually required (plus filming normally subcontracted). Additionally Kim took it upon herself to implement and launch a unique, first-time "on-line" voting scheme for poster and paper award ratings. She repaired, borrowed, and rented computers to provide 10 voting stations, all wirelessly on-line, with BSAC server and with a local host configured for backup in case of problems. She recruited and trained 6 student volunteers  to provide day-of-use instruction and tech support, and did this all flawlessly, with rave reviews from the National Science Foundation Program Manager who then asked us to submit a funding proposal to export the system for use in other NSF I/UCRC centers. Thank you Kim!

Help customers understand your procedures.
An organization may have the world's best procedures for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how procedures work and how they simplify transactions. Be careful that you don’t allow the procedures to reduce the human element of your customer relationship.

Be a good listener.
Be a good listener by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants.

Identify & anticipate needs.
The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

Salute Reviews
Nominee's Name: Stephanie Gangl
Nominee's ERSO Unit: Central Executive
Criteria: Demonstrates Commitment
Customer Service Example: ERSO recently launched a pilot proofreading program at the request of faculty. Stephanie did a great job creating the program materials and coordinating the entire interview process for the student hires. She did all this in very short time and with utmost professionalism! Thank you Stephanie for your great work!

Nominee's Name: Tracey Richards
Nominee's ERSO Unit: CHESS
Criteria: Above & Beyond
Customer Service Example: I want to express my appreciation to Tracey Richards, her calm, patient manner was of great help to me when my frustration was at an all time-high. She has great knowledge in BFS, and, a remarkable teaching attitude!! Thank you Tracey, for going above and beyond.

Nominee's Name: Damon Hinson
Nominee's ERSO Unit: Rad Lab
Criteria: Team Player
Customer Service Example: Damon Hinson is a team player. He demonstrated his willingness to help me when I had a graduate student sitting in my office, wondering why he had not been paid. The student had already been to his academic department and to others trying to find out what went wrong. The student was not our employee, nor was he in Damon's group, however was waiting for a stipend which apparently had not been requested. Thanks to Damon's hard work and "can do" attitude, I was able to find out what the student needed and when he could expect his money without having to send him on his way to yet another office to explain his story one more time. Although the student was frustrated, he was understanding and appreciative with the end result. Thank you, Damon.....