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.
Objectives
Service Process
Keep students and guests, as our
customers, the first priority.
Compel current students, alumni,
donors and campus guests to become
volunteer recruiters for Liberty.
First Interaction:
Warm welcome, learn and repeat
name on first interaction.
1 Peter 4:9-10
Create a profound experience
for students and guests in every
interaction.
Learn about student or guest,
observe and write notes if necessary.
Continually communicate the
unique vision and offerings of
Liberty to every student and guest.
Engage and anticipate needs.
Meet customer where they are,
serve students and guests.
Show we’re Christian by our actions
and words, not just the title.
For more information visit
www.liberty.edu/YouMatter
Continuing Interactions:
Greet student or guest by name.
Be willing to take any guest to their
desired location.
Faculty/Staff
Pocket Guide
Liberty Distinctives
1. Christ-centered education with the opportunities, facilities and community of
state schools.
2. Online, non-profit education with the
unparalleled benefits of an established brick and mortar campus.
3. Largest three times weekly gathering of
Christian young people in the nation.
4. Leaders from the worlds of business, education, athletics, government and the
ministry constantly visit and speak
on campus.
5. Student leadership network that no other
university in the world has. Over 1,700
students make up the on-campus team
that ensures every student is ministered
to and prayed for daily.
6. Largest Christian university in the world.
Service standards
7. An uncompromising doctrinal statement, based upon an inerrant Bible,
a Christian worldview beginning with
belief in biblical Creationism, a strong
commitment to political conservatism and
firm support for America’s economic
system of free enterprise.
8. Twenty highly competitive NCAA Division I
athletic programs for men and women,
including football.
9. Tuition costs in the bottom 10%
of all private colleges and universities
in America.
10. A highly-qualified, non-tenured teaching
faculty. More than 70% have terminal
degrees. Unlike many major universities,
graduate assistants do not stand-in for
faculty. Our faculty members provide the
classroom instruction.
1. Respond to the words “thank you” with “my
privilege.” Did you know that a synonym for
the word privilege is Liberty?
2. Always greet the student/guest first.
3. How you say something is just as important
as what you say.
4. Expect to solve the problem, not pass it off.
5. If we don’t take care of our students,
another school will.
6. Affirm the customer’s feelings — value
starts with the heart, not with product, price
and promotion.
7.Let student/parent hang up first.
8. Approachability starts with a smile or
friendly tone of voice.
9. A person brings their day to the
interaction with you, if they are having a
bad day don’t take it personally; strive to
make their day better.
10. Listen 80%; talk 20%.
11. Students & guests subconsciously rate their
experience at every point of contact.
12.The results you achieve are a direct
reflection of your attitude and behaviors.
13. Rule of Liberty-specific terminology: use it
if they will understand; if you are not sure,
define the Liberty-specific terminology
in simple language.
14. Match the pace of your student or guest
in-person or on phone.
15.Use open body language to help diffuse
an upset student or guest.
16. Search to meet the student or guest’s
intangible need as well as their tangible need.
17. Every moment of contact with a student or
guest is an opportunity to add value.