When you look inside lecture rooms of Dankook University, you’ll notice something different.
Entrance doors of lecture rooms have a small window on each of them so that people can see through.
Sometimes, we will see people peep inside the classroom through the window and carefully enters the room. A window appeared on a door because of one student. A window was added on the door to answer the request of a student who asked the university to help them check inside the room because they often have trouble going inside classroom when they are late or when they are looking for an empty classroom to discuss team project.
Surely this is a small change, but it shows a difference from the past. This is a change made by Dankook CS Management Center which started this year. Small but necessary request is actually being accepted to the university operation and management by CS Management Center.
It has only been about 3 months since CS Management Center started. It has been a short time, but many changes have occurred in Dankook University. Various policies are being executed to provide best satisfaction to the students in every part of the school life from the least to the largest under the goal of providing best educational administration service. One of the outstanding examples is establishing an integral call center and Dansori CS Center.
Integral Call Center [1899-3700], Feel Free to Ask Anything.
On March 4, we opened up an integral call center for the first time in domestic university. Total 3 residential customer representatives are handling various inquiries through call. They aren’t just merely transferring calls to the applicable department, but they are managing various tasks such as undergraduate administration, various events in school, various inquiries and counseling, and complaint handling etc. They have increased task handling efficiency by prompt handling of inquiries and decreasing workload of administration officers who have been on heavy call duties.
During past 2 months, average about 230 calls per day have been received in integral call center. As it was the beginning of the semester, the calls were mainly about students’ inquiries related to university life such as classroom location, how to apply for a class, how to enter dormitory, and how to request for a scholarship. Other than this, various inquires had been received from parents, outside organizations and enterprises.
“Before, I had to visit relevant department or department office to ask questions, but most of the students don’t know which department handles which problem. Even when I called, in order to speak to the manager, I had to be transferred by several people. But now, I can simply make a one call, and most of the problems are solved. It’s very convenient. (Da-Kyung Ryu, Accounting Sophomore)
Some calls entered in call center have made a huge change in the school. One of the student’s parents have called in and complained that her child is suffering because there isn’t a refrigerator in the dormitory room and requested for an installation. And eventually, a refrigerator was installed in every room of the dormitory.
‘Dansori CS Center’, Taking responsibility for Convenient Service in University
‘Dansori CS Center’ which provides various service necessary for university undergraduate life is welcoming people in both campuses. ‘Dansori CS Center’ is a name selected by the member’s vote; it means they listen to the ‘sori (Korean word that refers to sound, words)’ Dankook people and providing the best service.
‘Dansori CS Center’ is located at suite 118 of Beomjung Hall in Jukjeon Campus, and suite 104-2 of Yulgok Memorial Library of Cheonan Campus. They are not only handling basic tasks such as issuing certificate and student ID for undergraduates and graduates but also provide university life problems, sending and receiving documents via Fax, and even provides convenient services like cell phone charge service and umbrella rental service.
Putting Efforts to Provide High-Quality Customer Satisfactory Service
In addition, CS Management Center is analyzing satisfaction rate of the students and general educational service consumer feels in details, and putting an effort to improve ‘education quality’ of the university. Its goal is to enforce faculty education to provide maximized customer satisfactory service in all departments and to develop perfect customer service program to establish differential service competence for Dankook University. To accomplish this, they are currently executing various management tasks such as operating student monitoring team, satisfaction rate investigation for department administration department, and CS education on faculties etc.
