Mission & Values

The mission of the Customer Service Center is "...To provide the Purdue community with quality solutions to issues regarding ITSD resources through teamwork and collaboration with our IT partners."  Our primary goal is to serve as the first point of contact for students, staff, faculty and others seeking assistance with ITaP services.

Our customers’ perception of our department is largely based on the interactions they have with our staff.  So whether you communicate with our customers, in person, by phone or by email, please be friendly, courteous, and as helpful as you can be.  Don’t just give them the bare minimum amount of information to answer their questions. Make sure they thoroughly understand what to do next so they don’t have to call us again.

Poor co-worker communication is one of the quickest ways to lower employee morale.  Communication is deemed poor when it is not timely, not respectful, and not thorough.  So, the expectation of all Customer Service Center staff is to be timely, respectful and thorough in their communication with other staff members.

Each individual member of the Customer Service Center Staff is key to our success in cooperatively meeting customer needs. Customer Service Center management fully supports each staff member’s efforts to improve or develop the skills necessary to optimize job performance and professional growth.  Teamwork, cooperation and professionalism are essential to our success both as individuals and as an organization. Respect, sharing, tolerance, honesty and good humor are critical elements in our relationships with others inside and outside the organization.

We are a fast-paced organization with a wide variety of teams working on several different projects simultaneously. Therefore, timely and courteous internal communication is also critical to the success of our organization. We must provide responsive and friendly customer service not only to our external customers, but also to each other, so that we can make consistent progress on our projects and provide a positive work environment for all Customer Service Center staff.

Goals of the Customer Service Center

• To provide a single point of contact for customers
• To record all contacts in the Incident Management System (TDX)
• To provide consistent, high quality, and timely customer service
• To strive toward problem elimination