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Wildcat Way

CWU “Wildcat Way” program puts service first

Central Washington University today launched a program to enhance service excellence. Called “Wildcat Way,” the program is aimed at training individuals that deliver direct services to students and other university “customers.”

It emphasizes treating people with dignity and respect, and providing a prompt and professional response to every request for information or help.

Staci Sleigh-Layman, CWU Human Resources executive director, said CWU will carry the values of Wildcat Way through every CWU activity, both on campus and in the community.

“We want CWU to be a welcoming campus in everything we do, and in all of our interactions. What we do and the way we do it, what we say and the way we say it, directly affects student success and workplace effectiveness,” said Sleigh-Layman. “It will be different from department-to-department but, generally, it’s how we connect to each other on a daily basis.”

The Wildcat Way toolkit includes materials to help supervisors reinforce five distinct Wildcat Way traits: welcoming, inclusive, knowledgeable, responsive, and proud. The program will highlight one trait every couple of months over the course of the upcoming school year.

“Performance evaluations also will reflect an individual’s active commitment to those principles,” Sleigh-Layman said, adding, “A positive workplace environment, and great service will help recruit and retain employees and students.”

Sleigh-Layman said reinforcing service excellence will improve inter-departmental relations on CWU campuses, as well as in the community.  CWU invited community business leaders to participate in the “Train the Trainer” sessions a year ago, as a way of spreading the customer service priority to community business.

“Ellensburg is a big part of who we are,” said Sleigh Layman. “We know that our students and employees love living in this college town. We’ll use the Wildcat Way to create a program that rewards excellent customer service by our local businesses.”

The Wildcat Way launch was announced at an employee barbecue lunch today (Wednesday, September 14). 

Media contact: Robert Lowery, director of radio services and integrated communications, 509-963-1487,

September 14, 2016

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