Service Excellence is everyone's responsibility, however college leaders, managers, and department chairs have a responsibility to set the tone, role model, and encourage Service Excellence at all levels.
Service Excellence leadership is more than working with employees to smile, welcome customers, and meet customer needs. Service Excellence is about managing processes, managing culture, leading customers, and leading employees. Together, these four components comprise MCC's Service Excellence Leadership Framework.
Each leader in the organization is asked to utilize the Service Excellence Leadership Framework and establish a one page action plan for his/her area that contains one goal for each of the four components.
Tools to assist with this endeavor are below.