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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:
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:
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
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
