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WOW Campaign
W.O.W. Campaign: "We Overachieve Willingly"
WOW Customer Service Workshop: Tom Hewlett
Marine-Biology Class: "Serving Students Is Our Business"
Students raise one finger symbolizing "U.V.I. Is Number One"
WOW Customer Service!
Wow Customer Service is an invigorating philosophy that is spreading across all the components and departments of the University of the Virgin Islands. This is an opportunity for all employees of UVI to refresh their service delivery style and refocus on the customer to ensure that every person that comes in contact with UVI will have a positive memorable experience.
What is the WOW Campaign all about? Find out more at the "WOW Newsletter - 4th Quarter."
Listen to "WOW Customer Service Talk" @UVICES Weekly Radio Show through soundcloud. For a transcribed written version check our pdf.
Goal
The goal is to transform the university environment to a service-oriented culture where each person delivers high quality, friendly, customer-focused service that is always more than expected or necessary. It is our hope that every employee will manifest a positive and helpful attitude when dealing with external and internal customers, and most importantly our students. On our journey to greatness UVI will become the model organization and leader in the Territory in the area of customer service. We will help to transform service delivery in the Territory by first transforming our service culture.
Wow Service Principles
In delivering our services, we should always remember the following principles:
- I will keep my work area in a professional manner.
- I will respond in a timely manner to issues that are within my purview.
- I will treat each person’s concern as if it were my own.
- I will research and resolve issues in line with stated policies and procedures of the university.
- I will be knowledgeable of institutional policies and practices, or work to become so.
- I will communicate with all persons in a professional manner, written or oral.
- I will seek innovative and responsive solutions.
- I will work to improve the UVI experience for all with whom I come in contact, internal and external.
- I will seek ways to continuously upgrade my abilities.
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I will work with the customers to determine the entity to which an issue is to be transferred, and will connect the customer with that entity in a personal way.
Tom Hewlett's Wow Customer Service Workshop
Diving Into Wow
WOW Definition
- Wow customer service is about the experience of the customer.
- How you interact with individual customers when they have a service encounter with you.
- The feelings that persons get after having a service encounter with you.
- Wow customer service’s goal is to enhance and hone the way customer service is delivered by every department at the University of the Virgin Islands.
- Every department interacts with faculty, staff, students and the general public to offer their particular service. Therefore, Wow Customer Service needs to be specific to each department.
Why WOW
- Wow training helps departments with establishing service standards and measurements for each function performed in the department.
- It determines what excellent customer service should look like in the unit, it helps the employee to understand that they create the wow customer experience.
- Resolving complaints,
- Aids in creating a positive image for the department.
- Anticipating needs and dealing with expectations.
How was Wow developed?
- Wow customer service workshops and philosophies at UVI have been coined and adopted from world renowned leaders in customer service.
- The Ritz Carlton
- Dennis Snow
- Disney
Attitude
- Wow Customer Service is a brand of customer service unique to the University of the Virgin Islands.
- The term Wow is utilized to describe the excellence and impact that we desire each employee to display when providing service to our valued customers at the University of the Virgin Islands.
- In every department we want to turn it up a notch.
- At 212 degrees water is boiling, at 211 its just hot water.
- Look at the business processes and structures within UVI.
- Bring these processes into line with the new customer service strategic direction.
- Create efficiencies, remove overlapping functions, and generate a more effective operating model.
- Evaluate the effectiveness of how staff is delivering and implementing the wow customer service directive into their everyday work product.
- Determine if current human resources possess the competencies and capabilities to achieve the new wow customer attitude and behavior in performing work at UVI.
- Help integrate the new accountability leadership practices and behaviors down and across the entire University.