2020-21 Convocation Unmasks Service Excellence Superheroes; Renews Focus on Serving Others

Nearly 300 Cerritos College faculty and staff participated in the 2020-21 Convocation to officially start the fall semester. The 2020-21 Convocation theme “Be the One” followed a comic book anthem, transforming faculty and staff into superheroes. Be the One builds on the continuum of using data to inform how the campus delivers Service Excellence and student equity on campus. 

President/ Superintendent Dr. Jose Fierro – dressed as Service Excellence Superman – unmasked the official Cerritos College Cares (C3) Service Excellence statement, and inspired fellow campus heroes with the statement: 

Cerritos College will be a premier service excellence institution. We are guided by our core customer service values that include being welcoming, knowledgeable, empathetic, efficient and responsive. We will deliver a positive and memorable customer service experience that exceeds the needs and expectations of our diverse constituencies.

Keynote speaker Jordan E. Horowitz, chief operating officer of Institute for Evidence-Based Change, encouraged participants to adopt the five tenets of Service Excellence through their daily interactions with colleagues and students. Jordan stressed the power within each employee to make an impact in the lives of students.

“It’s the people who make Cerritos College. Your commitment to service excellence—to being the one—makes the difference in the lives of each and every student,” said Jordan.

“I see many of us like Batman. He is largely an ordinary superhero who has to train to fight crime. Batman has to work out every day so that he is strong enough to keep going even when he gets knocked down. We have to do the same – train, study, and learn so that we can do better every day without expecting anything in return. We have the capacity to improve our skills and evolve so that we can deliver great service to our students and to each other. Being a Service Excellence superhero means that all of us must apply our core service values: being welcoming, knowledgeable, empathetic, efficient and responsive to make a change. We are all the ONE,” said Dr. Fierro.