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Customer Service Guide

Objectives

  • Show we're Christian by our actions and words.

  • Keep students and guests, as our customers, the first priority.

  • Continually communicate the unique vision and offerings of Liberty to every student and guest.

About Liberty | Vision

  • Vision: Maintaining the vision of its founder, Dr. Jerry Falwell, Liberty University develops Christ-centered men and women with the values, knowledge and skills essential to impact the world.

  • Mission: Through its residential and online programs, the university educates men and women who will make important contributions to their workplaces and communities, follow their chosen vocations as callings to glorify God, and fulfill the Great Commission.

About Liberty | Distinctives

  • Christ-centered education with the opportunities, facilities and community of state schools.

  • Online, nonprofit education with the unparalleled benefits of an established brick and mortar campus.

  • Over 1,700 students make up the On-Campus team that ensures every student is ministered to and prayed for daily.

  • An uncompromising doctrinal statement, based upon an inerrant Bible, a Christian worldview beginning with belief in biblical Creationism, a strong commitment to political conservatism.

  • Twenty highly competitive NCAA Division I athletic programs for men and women.

  • Tuition costs which are in the lowest 10 percent of all private colleges and universities in America.
     

Customer Service Standards

You should listen 80 percent and talk 20 percent of the time. Affirm the customer’s feelings – a sense of worth starts with the heart, not with product, price, and promotion.
Open body language can help diffuse an upset student or guest. A person brings their day to the interaction with you. 
Understanding will make students and parents feel valued.
My privilege” should be the response to “thank you.” 
 
Approachability starts with a smile or friendly tone of voice.
Terminology specific to Liberty should be defined. For example, use “CFAW” if they will understand; if you are not sure, define the Liberty-specific terminology in simple language.
Take care of our students. If we don’t, another school will. Search to meet the student or guest’s intangible and tangible needs.
Expect to solve the problem, not pass it off. Students and guests subconsciously rate their experience at every point of contact.

Results you achieve are a direct reflection of your attitude and behaviors. Every moment of contact with a student or guest is an opportunity to add value.

"My Privilege"

Companies have had tremendous success in being remembered when all employees say the same sign-off. “My privilege” means that it’s our privilege to introduce people to Liberty University and to help them reach their goals. This sign-off helps show visitors that the staff and faculty of Liberty are all on same page.