Degree Name

Master of Arts (MA)

Semester of Degree Completion


Thesis Director

Matthew J. Gill


This paper examines a service standards training process established during the 2016/2017 academic year for Prairie State College (PSC), a two-year community college located in Chicago Heights Illinois. The goal of examining and revising the service training process was to enhance the quality of service after the college received poor service reviews from a recent satisfaction survey. Lasswell's Communication Model was used to create content and structure for a training manual and workshop as part of the overall service training process at PSC. The service standards and training manual was successfully developed and is currently being tailored to accommodate the needs of the college. PSC plans to facilitate its first customer service training session in summer 2017 and a second session in the fall.