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Since May 2006, ITM Group has conducted in-depth focus groups at the main campus and each partner campus. In addition, detailed interviews were conducted with members of faculty and staff (Interview Question results). The final research project involved a survey of more than 700 community members who have ongoing contact with one or more FAU campus (Community Member Survey Results). Three common themes resulted from the baseline research: 1. Mutual Respect 2. Customer Service 3. Accountability Mutual respect refers to civility, courtesy, and respect. The comments indicated that basic training was necessary in body language and communication skills for a diverse, multi-cultural population. Customer Service refers to servicing a culture that is technology savvy, has a strong sense of purpose and is extremely independent. Some of the key components to customer service include: • Providing effective/efficient service using technology • Learning how to say ‘no’ without being perceived as rude • Resolving conflicts/problems in the workplace The last theme that surfaced was regarding accountability. People want to work with individuals who have good service skills. FAU should hire for skill, train for knowledge, and coach when expectations are not being met. | 
