FOR IMMEDIATE RELEASE
March 2, 2009
Contact: Anika Mitchell Perkins
(662) 329-7124
aperkins@pa.muw.edu

New campus initiative no longer a secret

COLUMBUS, Miss. - The Office of Financial Aid along with Campus
Recreation at Mississippi University for Women were recognized for
exceptional customer service as part of a new initiative titled Secret
Shopper.

Both offices were pleasantly surprised Friday morning with a visit by
Dr. Sandra Jordan, provost and vice president for academic affairs, and Brandon Newsome, Student Government Association vice president. Each office was presented with an award that stated “What a Difference You Made.” In addition, the directors were presented with “above and beyond” lapel pins.

Newsome said, “The Secret Shopper program will give two awards a
month throughout the semester to the offices that exemplify the best
customer service to the student body.”

Dan Miller, financial aid director, said his office was very
appreciative of the award.

“We try to assist every student in their quest for funding for their
college costs. We have a very caring and supportive professional staff
and we train and use student workers to help those who call or come by for assistance. We really stress good customer service for both our
students and our faculty.

“Sometimes we must give unpleasant or disappointing information
because of the state or federal regulations that we must follow. Our
goal is to provide the maximum aid possible to each student within those regulations,” he added.

Amy Swingle, Campus Recreation executive director, added, “This is
such an honor. We are so proud. We could not do it without our student staff. They are the backbone for the many services we provide.”

Swingle noted that customer service is an essential component of the
students’ training in their monthly meetings.

Members of SGA worked with Dr. Jordan to create a score card to be used by the students who participated as “secret shoppers.” The students visited offices around campus and conducted business as usual, but after an office visit they completed the score card and submitted it to SGA.
The information was collected and evaluated and SGA selected the offices that would receive recognition for outstanding service.

Criterion included treating customers with respect, providing accurate
information or referrals and serving visitors in a timely manner.

Jordan said, “The Secret Shopper program is a fun and positive way to focus on the importance of providing good service to the individuals who visit our offices. Everyone talks about the importance of good customer service, but we decided to do a little bit more than just talk about it.

We want to recognize those offices that are doing an outstanding job
while also providing a reminder to everyone of the importance of our
professional interactions.”