November 14, 2013 | SharkAdmin [image 1] NVC Student Success recently began a program to honor employees that consistently support excellent customer service and the NVC mission, Creating Opportunities for Success, at the Student Success Welcome Center. The Wildcat Welcome of the Week program began in July of this year to recognize individuals that provide “knock your socks off” service to students. These employees also serve as a role model to inspire excellence in all student success team members. Because the Welcome Center serves as the primary location for students to be introduced to the campus as well as get receive basic enrollment and advising information, great customer service is particularly important for these employees. The Welcome Center also provides personalized support in matters related to admissions and therefore may be the only personal contact made by a student at NVC prior to attending classes. “I believe that excellent customer service is a what makes NVC shine,” said Virginia Montez, coordinator of the Welcome Center at Student Success. “I am grateful to all team members that serve as the face of NVC every day at the Welcome Center, and enjoy how the program recognizes those that provide a truly memorable service experience for our students.” Welcome Center employees are selected for the honor based upon feedback to the Welcome Center coordinator provided by students. Students provide feedback regarding their customer service experiences at the Center as part of a survey they complete at the end of their campus visit. Fellow employees can also nominate a colleague by providing feedback via an email. [image 2]The employee selected each week is showcased on the Welcome Center electronic monitors visible to all students and visitors in the campus center. The monitor displays the name, photo, and a summary of the outstanding service provided. The team members recognized to date are: Sandra Lopez, Jennifer Alvarez, Leonor Nguyen, Doreen Abrams, Adriana Alcala, and Emily Daggett. The program already has encouraged all team members to have a positive outlook while supporting students–especially during the peak registration days. The program also supports the importance of a synergistic work environment (as team members need to support each other as they serve students). One recipient of the award said, “I am very happy to be acknowledged by all of you, I feel honored to be part of such an AMAZING TEAM. Together we create opportunities for success.” To provide feedback on customer service provided at the Welcome Desk, email Virginia at [email protected]
