Participate in a institutional change initiative and create a feedback loop across the team members.

Paraphrase and make eye contact with someone you are talking to before offering your perspective.

Oversee a change initiative for a group that is underperforming in customer service. Consider Americans with Disabilities Act (ADA) best practices if appropriate.

Organize an event and provide opportunity for participants to make accommodation requests (e.g., wheelchair accessibility, dietary restrictions) beforehand.

Note exemplary customer service experiences and reflect on how those characteristics can be applied to your unit.

Keep up with customer service trends.

Keep available resources pertaining to policies, systems and processes in a location where you can easily find them.

Join a Workplace U-M Community of Practice that will expose you to processes and systems that could be beneficial to your operations. Report findings to your team.

Join a project team that has already begun the project.

Join a cross functional U-M group (e.g., Voices of the Staff) to learn how such a group maintains the line of sight in creating value for stakeholders.