Customer Service in the Writing Center

Adapted in part from The Six Basic Needs of Customers

It may sound strange at first to compare a Writing Center to a retail company, but because the Center is writer-oriented, it is customer service-oriented. The same principles apply. You may have worked a retail job before, or perhaps this is your first job. Whatever your previous experience, always remember the Golden Rule: treat people as well as you want to be treated.

Customer Service Basics

Writing Center clients come to us because they are in need. They are often stressed and worried, both about their writing and about their lives in general. It’s important to remember not to take their reactions personally and to always respond professionally and courteously.

What writers expect

• Friendliness. Be polite and friendly to writers, even when you don’t feel very friendly. Everyone has bad days, but your clients should never suffer for yours.
• Understanding and empathy. Remember that many times, going to the Writing Center is a nerve-wracking experience for writers. They don’t know what to expect, and they are sometimes very insecure about their writing. You can improve this outlook.
• Fairness. Treat every writer the same, no matter his/her skill level, nationality, gender, major, etc. This is college policy. Do what’s right for the writer.
• Control. Let the writer have control over what he/she does with his/her paper. Remember that they are writing it, not you.
• Options and alternatives. If the writer struggles with or seems to be confused by the method you explain to them, try a different method. Do everything you can to insure that the writer comes away from your session having learned something. If you’re stumped, you can always ask another tutor or a supervisor.
• Information. The Writing Center is often a source of information about various aspects of writing, such as research methods, citation methods, writing skills, etc. You will be given resources to familiarize yourself as much as you can with these skills and methods, but also remember that your own experience is valuable information, too.

What you can do

• Form good work habits
• Be on time
• Maintain professionalism
• Create a positive atmosphere
• Make the first impression count. Remember to introduce yourself, and smile!
• Take the initiative. Don’t wait for the front desk to come back and ask if anyone wants to take a walk-in appointment. Go up to the desk and see if there are any walk-ins waiting. If you see something that bothers you or that isn’t working within the Center, speak up. Talk to a supervisor.
• Communicate. Your fellow tutors are your best resource. Talk to them in your off-times. Talk to your supervisors, too. Most of all, talk to your clients and find out what they need.
• Remember that your actions affect everyone. Your behavior reflects upon the Writing Center and upon the college as a whole.
• Commit to making a difference. You can make a difference in a writer’s outlook on writing. You can make a difference in the college, too, by improving the skills and attitude of the university population.
• Build cooperation among tutors . If you don’t know something, ask. If another tutors seems to be struggling, do your best to help. Collaboration between coworkers is just as important as collaboration with writers.

Something to Think About…

If you’ve worked a customer service or a retail job before, recall a time when you felt like you really made a difference to a customer or to a coworker, even if (especially if) it was something small but important. Remember the times when someone left you with a smile. If you haven’t worked a customer service or retail job before, think about a positive experience you had with a customer service or retail representative. How do you think you can apply the same methods in the Writing Center?