Chartwells Rolls Out Customer Service Initiative

Chartwells Higher Education has rolled out YouFirst, guest service program, across more than 200 college campuses nationwide where it manages dining operations. YouFirst, which was piloted on select campuses in 2010, is based on training associates in customer engagement techniques to improve the guest service experience, enhance satisfaction and increase loyalty. It reportedly achieved a four to five percent increase in service-specific customer loyalty survey scores at the accounts where it was piloted between spring 2010 and spring 2011.

"We understand that service is one of the most important parts of our business and providing unparalleled service for diverse student populations is critical to our clients' success," says Chartwells President/CEO Steve Sweeney. "YouFirst has the potential to set the standard for campus dining guest service."

"Many students are away from their family, miss that home experience and want to feel accepted on campus," adds Patti Girardi, vice president of marketing and creative services. "Students we surveyed about the YouFirst program said that they feel welcomed and cared for especially when our associates recognize them by name. Through YouFirst, Chartwells' skilled, knowledgeable and courteous associates can provide a truly satisfying guest service experience for students that will create not only lasting impressions but positive memories while dining on campus."