Spotlight

Go M.A.D. – Make a Difference!

Fish and Advanced Connections at Virginia Western

Virginia Western has embarked on its new journey to improve customer relations and enhance team dynamics by implementing FISH Philosophy and Advanced Connections.

Catch the Excitement! See Dr. Sandel at a Fish Market!

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VISION
As a STUDENT-ORIENTED CENTER for lifelong learning, Virginia Western Community College will meet the needs of our diverse community by providing comprehensive educational programs and workforce development.

OUR CORE VALUES

Integrity
Excellence
Service
Community

FOUR EASY STEPS

Playing and having fun
Being there—being in the moment
Making someone’s day
Choosing your attitude every moment of everyday

Outcomes

Enhance teamwork through supportive attitude toward group initiatives
Personnel are empowered by change rather than paralyzed
Increases in personal and group accountability
Improve service and boost individual performance
Personnel ready for next level of training

Scheduled to begin September 16, 2008 and end March 13, 2008

Introductory – FISH! Philosophy The training is based upon four simple principles which are useful in every workplace, as it builds upon employee morale, attitude towards work, customer service and teamwork, and individual accountability to improve results.
Session One – Building a Service Culture - Focus of the module is to help all participants build on their quality service skills and learn effective techniques for interacting with and serving others.
Session Two – Polishing Daily Service Skills - Topics covered in this module consist of Advanced Skills in Transferring and Screening Calls, Meeting Individual and Campus wide Phone Challenges, Managing Voice Mail, and Checking for Customer Satisfaction across the campus and among departments with staff, faculty, students and our internal and external customers.
Session Three – Meeting Service Challenges Themes of Session Three – working together to prevent or reduce problems from happening and learning and practice service recovery skills to restore customer satisfaction.
Wrap-Up - Where do we go from here? – Building a Service Culture. Establishing and developing service standards and philosophy that promote excellence.