You (We) ARE Marshall!

In the nineties, Marshall University staff members participated in the quality service program entitled CONNECTIONS*.  This program was “designed to help us learn to excel in delivering quality service with a caring attitude to the students, faculty, and other staff members of our educational community.”

The word CONNECTIONS was used because “that’s what a community is – a diverse group of people all helping each other, all working together for a common purpose.”

Today, we want to remain “connected” to our comMUnity by “giving current and prospective students the same quality service that businesses are expected to deliver to their customers.”

Studies show that 50% of students who drop out of school make that decision during the first three weeks of their freshman year.  These students make their decisions not on academics, but because most colleges and universities are not freshman friendly.  New students often feel they are in hostile environments.  As a result, they ultimately leave school based on their first impressions.  Marshall University must be freshman friendly!

You may not think that your position is directly involved with serving students but WE are all indirectly serving them – the beauty of the grounds, the cleanliness of the buildings, the quality of materials, providing directions to a “lost” person, etc.

Marshall University is committed to quality service to all “customers!”  Click below to review a variation of CONNECTIONS techniques to refresh and sharpen your people skills.

      > Can they hear your smile?

       > How to handle complaints.

> Five Basic People Skills

Remember.... YOU (We) ARE Marshall and we “never get a second chance to make a first impression!”

*CONNECTIONS
1988, 1989, revised 1993 Service Quality Institute
Written by John Tschohl, President
Michael Hovland, Noel-Levitz Centers, Inc.