The Spartan Experience

In today’s fiercely competitive environment, we are constantly compared to and competing with other institutions and organizations. Many offer similar programs and services at competitive, even lower rates with promises of better this, faster that, or claiming to provide higher value. We must continually ask how Michigan State University will truly differentiate itself from the competition and thrive into the future. What will make the difference? Simply put, SPARTANS WILL. You will make the difference.

This high-energy program is designed by Spartans for Spartans. Its goal is to inspire and build a high performance service mindset in all MSU team members to Deliver Outstanding Spartan Experiences with Pride in everything we do and to all we serve.

When you complete this program, you will learn:

  • Key concepts of D.O.S.E.
  • What are the three Pillars of Success
  • MSU’s four Quality Standards
  • How to apply the Cornerstone for Customer Service
  • How customers affect MSU’s results
  • The components of the Customer Relationship Life Cycle
  • The connection between employees, customers and results
  • What are customer touch points
  • How to build Outstanding Customer Relationships
  • The ABC’s of Customer Interaction
  • How to address problems with L.E.AP.
  • Understand the P.R.I.D.E. of accountability

Refreshments and lunch will be provided. If you need a dietary accommodation for lunch, please contact Nichole Ovenhouse ( or 517-884-1229) a week prior to your scheduled class.


Tuesday, December 11, 2018


8:30 a.m. to 4:30 p.m.


MSU staff




1407 S. Harrison Road, Room 10

East Lansing, MI