Gateway to Service….. Engaging Minds, Transforming Lives

WAU Initiates New Customer Service Focus

Takoma Park, MD (January 25, 2018) Washington Adventist University is always seeking new and innovative ways to inspire .excellence in its faculty, staff, and students. On December 7, 2017,  the Human Resources department held first of several customer service workshops in the Morrison Hall chapel. The workshop, entitled “Delivering Outstanding Customer Service,” was facilitated by Jeannie Doughtery, a representative of LifeWork Strategies, Inc. Attendance at one of the workshops is mandatory for all employees. The second workshop was held on January 24.

“This training is a new initiative in support of the University’s quality efforts,” stated Rythee Jones, Associate Vice President of Human Resources. She stressed that the primary purpose of this training is to explore on what it means to provide exceptional customer service, as well as build stronger relationships with colleagues and customers through effective communication.

Key topics included the value of customer service, deliberate communication, barriers to effective listening, and relationship building. A focal point of effective customer service is understanding the “why” behind the task or goal at hand. When the why is understood, everything else is clearer. “Your ‘why’ shows your value to yourself and to others,” Doughtery said. One workshop participant, Timothy Nelson, Dean of Students added that it “doesn’t start with your behavior, it starts with your mindset.”

Relationship building was another topic that was considered a key point. This is a useful skill when it comes to customer service because there is a bridge that should be built between colleagues and between the customer and the service provider. Creating an open-environment where people are open to new ideas that are different from their own is a good place to start. This is how innovative thinking surfaces.

If you have not done so, be sure to sign up for one of the four remaining customer service sessions for student professionals, faculty, and staff.  They are scheduled for February 14, February 27, March 15 and March 27. Contact Rythee Jones –

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Washington Adventist University is Montgomery County’s only four-year private college. Part of the Seventh-day Adventist system of higher education, Washington Adventist University has been educating college students since 1904 on a 19-acre campus in suburban Takoma Park, close to the nation’s capital. Approximately 1,100 students of all faiths participate in the university’s nine graduate and 42 undergraduate programs. The 2017 edition of U.S. News & World Report ranked Washington Adventist University among the best regional colleges in the north.

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