Augusta University
Stacey Hudson
Before you spot the smile, you usually hear it first – followed closely by a laugh, a perfectly timed joke or a full-on costume moment. That joyful presence belongs to Kenneth Carswell, DCG Clinics Support Specialist, recently named the recipient of the 2025 Sherry Barnett Customer Service Award.
The award honors staff members who exemplify professionalism, respect, service, and excellence, qualities Carswell brings to work every day, often accompanied by a smile, a laugh, and occasionally a memorable costume.
Carswell approaches customer service with a simple but powerful philosophy.
“One of the best mottos I have ever heard and one I try to live by is: ‘Be a positive impact on someone’s life today,'” he said. “I aim to give everyone a day-making experience.”
That mindset shapes his interactions with patients, students, faculty, and colleagues across DCG clinics.
“Even in stressful or challenging situations, Kenneth remains calm, professional, and supportive of both staff and patients,” said Carla Valero, DCG Clinics Support Specialist and one of two employees who nominated Carswell for this award. “His kindness, reliability and positive attitude make him an invaluable member of our team and a pleasure to work with. He truly represents the spirit and dedication we strive for at DCG.”
In his role, Carswell coordinates departmental schedules, processes patient referrals, and manages patient appointments, while also frequently supporting other areas, including the Periodontics and General Practice Residency departments. Known for his flexibility and willingness to step in wherever needed, Carswell consistently ensures that clinic operations run smoothly and that service remains uninterrupted.
Carswell believes exceptional customer service is rooted in empathy, preparation, and genuine connection. He encourages fellow employees to start by listening, especially in challenging situations. According to Carswell, many conflicts can be prevented simply by allowing customers to feel heard and validated. He also emphasizes the importance of clear, calm communication and advance preparation, particularly when discussing sensitive topics such as patient financial responsibility. Reviewing information ahead of time, he notes, helps reduce stress and builds trust.
Colleagues are quick to highlight Carswell’s impact. One anonymous nominator said, “Carswell consistently goes above and beyond to deliver exceptional service to both customers and colleagues. His upbeat attitude, professionalism, and willingness to help set the tone for positivity and teamwork across the DCG operations. He has a natural gift for creating a welcoming environment that puts customers and coworkers at ease.”
Beyond his operational expertise, Carswell is widely known for bringing energy and joy to the DCG community. A devoted Green Bay Packers fan and enthusiastic participant in campus events, he is especially memorable when costumes are involved, earning the 2024 Fall Frolic individual costume contest title with his luchador costume and becoming a familiar sight at events like Grits and Gratitude with his signature themed accessories.
Established in honor of former Augusta University staff member Sherry Barnett, the Sherry Barnett Customer Service Award recognizes individuals who consistently go above and beyond in service to others. Carswell’s commitment to kindness, professionalism and positivity reflects the very spirit of the award and serves as a model for customer service excellence across DCG.
