Better customer service for parents, community is aim of new DPS initiative
DURHAM—Everyone wants good customer service, and a school system should hold the same standards as a business when it comes to providing it. From a friendlier “hello” when you call to a speedier answer to your question – with the ultimate outcome a decidedly more pleasant experience overall – is the goal of the new Durham Public Schools All-Star Service Initiative.
The All-Star Service Initiative will incorporate strengthened customer service standards and the training to support them. Among the many strengthened standards are:
• All customers will be treated with respect and in a friendly manner.
• Customers will be quickly directed to the appropriate person for assistance, and it is everyone’s job to assist customers.
• All DPS staff members will be readily identifiable because they wear name badges during work hours.
• DPS professionals will listen to customers and take their views, wishes and needs seriously.
• Staff members will maintain the customer’s confidentiality and privacy.
This week and next, “frontline” professionals in Durham Public Schools will receive All-Star Service training. This will include administrative assistants, bookkeepers, Student Information Management System professionals, and a number of DPS administrators.
This fall, DPS will begin recognizing professionals who are commended by our customers – parents and community supporters who have frequent contact with our schools and offices. Then the district will conduct a review to assess the training’s effectiveness. This will include “mystery visitors” who will rate their experiences. Follow-up training will occur in late winter 2008.
“It is imperative that our parents and our community supporters come away from our schools and offices with a positive experience,” said Superintendent Carl Harris. “We want each and every person who interacts with our professionals to feel as though they and their concerns are very important to us – because they are. It’s not enough to keep people satisfied; we have to exceed their expectations in order to keep them as a satisfied customer, and we fully intend to do this.”
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