Service Excellence

The College Cabinet established excellent service as a top priority for CPCC and charged the Process Review Team with developing service standards for all employees. The team developed standards for excellent phone, email and personal service, which were approved by Cabinet and piloted among five college areas.

All college supervisors now complete training to lead a half-day Charge to Service Excellence for their staff. During the charge, standards for excellent service are introduced and potential barriers are identified. Work teams then brainstorm strategies to address top barriers for their areas and incentives to continue the momemtum for excellent service.

Cabinet also asked the Process Review Team to develop methods to continuously assess how well excellent service standards are met. As a result, brief service satisfaction questionnaires are available to collect feedback at any time. The questionnaires may be completed on:

• the Comments / Questions on the bottom of CPCC webpages.
• feedback links on employee email signatures, or
• response slips dropped in collection boxes throughout the college.