northwest mississippi community college WHERE PROVIDING E XCEPTIONAL SERVICE COMES FROM THE HE ART.
The Northwest Way aims to continue to build a positive reputation and brand for Northwest by fostering a culture of exceptional service that sets Northwest apart from other institutions of higher learning. Service is one of our ten core institutional values and central to this goal of service is appreciation – appreciation for prospective and current students, appreciation for their families, for those in our community, and appreciation for those that work in our Northwest family. The environment of The Northwest Way is rooted in appreciation and The Northwest WAY - W. A. Y. - stands for “We Appreciate You”. As a member of the Northwest family, you play a crucial role in creating this environment among our students, with other employees and with guests. You are The Northwest Way. We are The Northwest Way. When students feel valued and supported, they are more likely to persist in their studies, leading to higher graduation rates, student success rates, and greater academic achievement. Satisfied students, parents, and guests are likely to spread their positive experience, attracting more students and enhancing Northwest’s reach in our community. Sometimes it is the service a student receives that makes the difference in their decision to choose Northwest!
Where we appreciate you! Exceptional service, which we proudly call The Northwest Way, is central to our vision of transforming students’ lives, enriching our communities and striving for excellence in our educational programs and services. The Northwest Way focuses on going above and beyond everyday tasks to make those you come in contact with feel valued. Exceptional service is polite and helpful. Exceptional service takes effort; it is a habit that is developed over time. Exceptional service exceeds expectations, goes the extra mile, builds relationships, personalizes each experience and leaves a positive impact from your encounter. This kind of service does not come from a policy manual. It comes from the heart. The Northwest Way is exceptional; The Northwest Way is enthusiastic, professional, empathetic, and reliable; The Northwest Way is a joint effort. You are The Northwest Way.
CORE PRINCIPLES POSITIVE AT TIT UDE AND ENTHUSIASM
PROFESSIONALISM AND INTEGRIT Y
RESPECT AND EMPATHY
RESPONSIVENESS AND RELIABILIT Y
COLL ABORATION AND TE AMWORK
POSITIVE AT TIT UDE AND ENTHUSIASM
• Friendly Greeting: Whether the encounter is in person or on the phone, greet everyone with a smile and a warm demeanor. Make them feel at ease and welcomed. Don’t make them feel they are an interruption. Remember to smile! Your smile even comes across in a phone conversation! • Passion: Show enthusiasm for your role, for your services offered and for The Northwest Way. A positive attitude is contagious and can greatly enhance the experience of those around you. • Encouragement: Offer positive reinforcement to students and colleagues. Encourage them to keep going or try again after a difficult experience. • Engagement: Foster an environment where every student or colleague or guest feels valued and heard. Make an effort to engage in and own the situation that might lead to a lasting relationship. • The Northwest Way: If appropriate, end your interaction with “We appreciate you!” Make it known through actions or words that you appreciate what others bring to Northwest.
PROFESSIONALISM AND INTEGRIT Y
• First Impressions: Make sure the reception area is welcoming and tidy. Greet visitors promptly and warmly. Offer comfortable seating or offer water or coffee if available. • Consistency: Provide the same high level of service to everyone, regardless of the situation or what walk of life they may come from and regardless of how many times they have been to your office. • Honesty: Be truthful and transparent in your communications. If you don’t know the answer, admit it, take ownership and seek help to find out. • Accountability: Take responsibility for your actions and their outcomes. Apologize if something goes wrong and work to make it right. Also, be accountable for others’ mistakes. The goal is not to say others were wrong, but to work to correct the experience for the student. The responsibility for the reputation of the college lies with all of us. • Clarity: Be knowledgeable about new department locations or services before sending someone to a different location. Provide clear directions and information. If someone seems lost or confused, offer to guide them personally or offer them a campus map. • Resourcefulness: Be knowledgeable about the college’s services, programs, and events to answer questions or direct individuals to the right resources.
RESPECT AND EMPATHY
• Active Listening: Pay close attention to what people are truly saying without interrupting. Repeat a persons’ words back to them if need be for better understanding. Show that you value their thoughts, concerns, or problems. • Personalization: Address individuals by their names and remember personal details where appropriate to create a connection for your encounter. • Understanding Needs: Take the time to understand and have compassion for the unique needs and circumstances of each person you interact with. Repeat their needs back to them during the interaction to clarify you understand. Ask if they have any further questions or needs. • Transfer with care: Ensure the person is transferred to the right individual or department. Call ahead instead of a cold transfer to confirm your colleague is available. Provide a brief overview of the situation to avoid the customer repeating their story over and over. • Awareness: Be aware of situations or actions where students may need additional care beyond what they are requesting.
RESPONSIVENESS AND RELIABILIT Y
• Timely Assistance: Aim to exceed expectations with promptness. Respond to inquiries and provide updates as quickly as possible. • Ownership: Take on each scenario with initiative and with the goal of resolving the issue. Determine the true need, identify alternatives, and provide the best solution. Know your limits of what you can and cannot do; bring in colleagues to ensure resolution is possible. • Follow-Through: If you promise to do something, make sure you complete it. If for some reason you do not have the answer when you thought or when you communicated, let the individual know you are still working on it. If you have to transfer the issue to a colleague, still follow up to ensure satisfaction with the solution. • Efficiency: Streamline processes and minimize the red tape. Make it easy for students and colleagues to get what they need from your department. • Availability: Be accessible and approachable during working hours, whether in person, via phone, or through email. Encourage students to seek help, and make it easy for people to reach you. Set automatic email replies and change voicemail greeting when out of the office or when the campus closed.
COLL ABORATION AND TE AMWORK
• Support: Help your colleagues when needed; a strong team delivers better service. Provide necessary resources or information between departments to ensure a cohesive response. • Communication: Keep open lines of communication with your team and other departments across all campuses to ensure consistency and efficiency. Use the INFO-INFO system to provide important details or changes for your department. • Shared Goals: Work towards common objectives that benefit the entire NWCC community. • Professional Growth: Be coachable. Being coachable means that we have a willingness to learn, and the desire to change, when necessary, for the better. Look for new ways to improve, listen and take feedback seriously, and be open- minded when presented with new ideas. Be eager to learn and seek out additional knowledge that will make you an even better team player and overall employee. • Mentorship: Offer guidance and support beyond each encounter and beyond the classroom setting. Help students navigate their academic and career paths.
CONVERSATION TIPS
• Warm Greeting: Use a polite and professional greeting, such as “Northwest (your department name) Office, this is (your name). How may I help you?” • Friendly Tone: Maintain a friendly and helpful tone throughout the conversation. Smile because it shows through your words! • Actively Listen: Pay full attention to the needs and concerns without interrupting. • Clarify Needs: Repeat back key points or questions to ensure understanding. • Offer Solutions: Provide clear and concise information or direct the guest to the appropriate department or individual. • Recap: Summarize the main points or actions that will be taken. • Closure: End with a courteous closing, such as “Thank you for calling/stopping by. Have a great day and we appreciate you!!” • Follow-Up: If further action is required, ensure you follow up as promised.
HELP A LOST ST UDENT/GUEST
• Friendly Approach: If you see someone who looks lost, approach them with a smile and ask, “Hi, you look like you might need some help. Can I help you find something?” • Provide Directions: Give clear and precise directions to their destination. If necessary, walk them to their location to ensure they find it. Offer additional resources or information, such as campus maps. • Follow-Up: If you see them later, check in to ensure they found their way or if they need any further assistance.
HANDLE DIFFICULT SIT UATIONS
• Stay Calm: Remain engaged so they feel valued and heard. • Listen: Let the person express their concerns fully before responding. • Be Professional: Apologize for any miscommunication or errors on behalf of the college. • Empathize: Show understanding and compassion for their situation. • Resolve: Work as a team to find a solution that addresses their concerns as best as possible. • Transfer with Care: If you are unable to resolve the issue, ensure the person is transferred to the right individual or department for further assistance.
PURSING THE NORTHWEST WAY By embracing The Northwest Way, you help create a positive and impactful experience for everyone with whom we have contact. Your dedication to exceptional service not only enhances our community but also reinforces our commitment to excellence. Thank you for your commitment to continue to provide exceptional service. Together, we can make Northwest Mississippi Community College a place where everyone feels welcomed, appreciated, supported, and inspired. Let’s make every interaction count!
You are The Northwest Way!
Thank you to the following for their hard work in helping execute this project : Steering Committee: Cindy Brown, Abbi Casey, Allie Crick, Meg Crockett, Patti Gordon, Lakeesha Grant, Joshua Guest, Michael Johnson, Geri Lester, Gracie Perry and Blitz Sandridge Student Representatives: McGheyla Patton and Brandon Taylor Logo Design: Kevin Pitts Video: Matthew Mixon Brochure Design: Jennifer Corbin Please visit the Northwest website at www.northwestms.edu/affirmative-action to view the College’s Notice of Non-Discrimination, Equal Opportunity and Affirmative Action.