History

In the fall of 2020, West Virginia’s Higher Education Policy Commission (WVHEPC) and Community and Technical College System (CTCS), along with Philanthropy West Virginia, secured a $750,000 grant to help increase degree completion and improve student success within the state. As part of the collaborative efforts, Concord University was selected as one of three universities in the state to participate in a project to help improve the student experience through Service Excellence. Guided by the SLC Higher Ed consulting firm, Concord began the five-phase project which included tasks such as a gap analysis, secret shoppers, focus groups, certification service training, campus visits, and project plans. Under the direction of President Boggess, the CU Service Excellence Team was founded in the fall of 2022. The Team is dedicated to ensuring that everyone who steps foot on “the Campus Beautiful” experiences a warm, welcoming, and supportive atmosphere.

Goals

Our goals are to focus on the five main areas listed below in all we do:

1. RELIABILITY, RESPONSIVENESS, & SAFETY
   1. Timely
   2. Resourceful
   3. Innovative
2. INCLUSIVE
   1. Respectful of all others
   2. Ensure services are equitable, welcoming, & accessible
3. COLLABORATIVE
   1. Effective communication
   2. Focus on teamwork & supporting our teams
   3. Working together to achieve departmental & institutional goals
4. COMPETENT & COURTEOUS
   1. Enhanced job knowledge, provide accurate information
   2. Provide small acts of kindness
5. CAREER-MINDEDNESS
   1. Maintain an overarching theme of career-mindedness in all student matters

Service Excellence Committee Members