simple as screening form letters for courteousness; the bursar's office, for example, was encouraged to find ways to show increased respect and concern in billing notices, even in the case of past due accounts. Likewise, telephone operators and office receptionists (most of them student employees) received etiquette training. The standard for answering inquiries went beyond being respectful and well informed about one's own sphere of operation. Front-line representatives of the university were taught to stay with inquirers until their questions were answered, even if that meant escorting them
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