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New Customer Service Pledge from CU

Discussion in 'Colorado Football Message Board' started by Buffnik, Sep 25, 2013.

  1. Buffnik

    Buffnik Real name isn't Nik Club Member Junta Member

    Mar 20, 2009
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    BOULDER - The University of Colorado Athletic Department is dedicating itself to a higher level of customer service for its fans and donors through the introduction of the "We Care Customer Service Pledge." This new initiative is designed to raise the level of service expectation for every customer service interaction with the athletic department, specifically focused on the CU Athletic Ticket Office and Buff Club.

    The pledge is built around two primary pillars: relationships and communication. The relationship pillar recognizes that the key of all exemplary service are through relationships that are built through each and every customer interaction. Core relationship building values CU will work to integrate throughout the service organization include: be kind, polite, and professional, empathy, and proactively anticipating needs.

    The communication pillar focuses on making sure that CU fans and donors are properly informed about all facets of their relationship with the athletic department. Good communication will be achieved through four core values: information being accurate, timely, consistent and transparent.

    "Through our season ticket holder surveys and other feedback, we recognized there are areas of our customer experiences where we need to improve," said Matt Biggers, Associate Athletic Director for External Affairs and Chief Marketing Officer for Colorado Athletics. "We will strive to give our customers the highest level of service because we care about them having the best experience possible. It is important that all of our staff goes beyond the "what" they are doing, and really focus on the "how" they are delivering service. We are here to develop deep relationships with all of our fans so they know how much we truly value them and their support."

    CU will also integrate this customer service expectation with all of their game day service partners including concessionaire Centerplate and Argus Companies who provides security and ushers.


    The We Care Customer Service Pledge is our promise to fans and donors for what they should expect in every customer service interaction with the CU Athletics Department. We truly value every person who supports our program and want to ensure they are treated like family. We will create this culture by focusing more on how we operate and treat people, not just what we do. The basis of our pledge is built around two primary pillars: Relationships and Communication.

    Pillar #1: Relationships
    We are here to serve, we are here to care. The core of all exemplary service is the relationships that are built through each and every customer interaction. Through consistent positive experiences, trust is built and expectations are exceeded. We will accomplish this through focusing on the following Relationship core values:

    • Be Kind, Polite and Professional – treat our customers like the family that they are
    • Empathy – listen well and understand the customers point of view on the situation
    • Proactively Anticipate Needs – understand the issues and concerns and look to solve the problem before it arises

    Pillar #2: Communication
    Knowledge is only power when it is shared, so when in doubt over communicate. Our role is to make your experience with CU Athletics an exciting and rewarding one. To make this happen, it is important to keep fans properly informed about all facets of their relationship with us. Whether that is through phone calls, e-mails, social media or in-person, we need to deliver the information that they need so that they feel comfortable with the situation. Good communication will be achieved through the following Communication core values:

    • Accurate – up to date and correct information
    • Timely – return phone calls and e-mails the same business day, or the next business day if after hours.
    • Consistent – same level of service and information in all interactions
    • Transparent – share information we know and be honest in all that we do

    Contact Us
    For more information, please contact:
    Ticket Office - 303.492.8337 or cutix@colorado.edu
    Buff Club - 303-492-2200 or buffclub@colorado.edu
  2. leftybuff

    leftybuff Iconoclast Club Member

    Jul 21, 2005
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    I got your pillar right here.....
  3. 89BUFF89

    89BUFF89 Well-Known Member

    Nov 5, 2009
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    A Matt Biggers sighting holy smokes....any positive movement is a good thing seriously though...
  4. BuffAlum2007

    BuffAlum2007 Club Member Club Member

    Sep 18, 2008
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    This is great and all, but it's Customer Service 101 - all of this stuff should be common sense to any organization that has a customer service function...
  5. SD Buff

    SD Buff Club Member Club Member

    Nov 30, 2006
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    Thanks Nik, ripped it for Stampede.
  6. sackman

    sackman Club Member Club Member

    Jul 8, 2005
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    First issue - stop putting bike racks in the middle of our tailgate area.
  7. buffedup

    buffedup Cooler than a Popsicle Stand. Club Member

    Dec 18, 2006
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    Great. Now tell us who we have already paid for to play on 10/19. Increase the communication and transparency.
  8. Lt.Col.FrankSlade

    Lt.Col.FrankSlade Well-Known Member

    Jul 11, 2005
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    And how about a little info on facility upgrades??

    Sent from my iPhone using Tapatalk - now Free
  9. Highlander

    Highlander Club Member Club Member

    Nov 26, 2011
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    Agreed. I find it embarrassing that it was a press release. That should have been an interna memo and then you run PR around it in a few months when you have statistics, examples, and quotes that show the difference that is being made.

    The ONLY reason you make that public is if you believe you will have to hang some people that you don't believe will get on board and you need the cover for the sob story that may become public (this poor public servant was shown the broom after 17 years of loyal service - those terrible people at CU - for shame!).
  10. DBT

    DBT Club Member Club Member

    Aug 18, 2005
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    At least we know, now, what Rick George has been doing since he was hired. :thumbsup:
  11. Buffsoldier

    Buffsoldier Well-Known Member

    Nov 3, 2009
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    Fantastic. Now make the ****ing CSU game OPTIONAL in the season ticket package.

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