Customer Service Standards

Durham Public Schools believes in the Power of Parents as evidenced by our POP parent outreach effort.  Parents are our chief customers and as such, it is crucial to our success that they be treated to All-Star Service while interacting with anyone in Durham Public Schools.  Also important to remember is that there are internal customers, so how we treat each other can influence our customer service with the external public. 

DPS expects all employees to provide All-Star Service in the following ways:

Visits to DPS schools and offices

• When you visit a school or Central Services facility, our expectation is that you will find an environment that is welcoming.  Signs will direct visitors to the appropriate office.  Facilities will be neat and clean. 
• All visitors will be greeted within three minutes of arriving. 
• All DPS staff members will be readily identifiable because they wear name badges during work hours. 
• Customers will be directed to the appropriate person for assistance, and it is everyone’s job to assist customers.
  

Respect

• All customers will be treated with respect and in a friendly manner.
• We will listen to customers and take your views, wishes and needs seriously.
• We will use plain language and limit the use of educational jargon. 
• Information will be provided in the languages needed and an interpreter will be provided when we are aware of this need.
• Staff members will maintain the customer’s confidentiality and privacy. 

Response

• When answering the phone, we will aim to answer your call within three rings.
• We will greet you politely and tell you to whom you are speaking and the name of the Department/School.  We will attempt to answer your questions immediately if at all possible. Staff members will listen and understand the nature of your request before transferring a call. 
• When transferring calls, we will tell you the name and number of the person to whom you are being transferred and take a message if we cannot transfer your call.
• We will announce your call to the person you are trying to reach before we transfer the call.
• Our voice mail messages will be updated regularly.  Messages left on voice mail will be retrieved within 24 hours during the workweek. An acknowledgment of the call will be made within 24 hours of the call being retrieved. 
• Emails will be acknowledged within 24 hours during the workweek.  Letters will be responded to as soon as possible within five working days. 

Communications

• DPS will provide accurate, up-to-date, and reliable information in multiple formats and in languages that our customers need. 
• We will monitor our efforts to meet your needs by providing multiple opportunities for feedback, including self-mailer postcards and an easy-to-use Website form. 

We value each other, our parents and all other customers.  If you have suggestions for ways we can improve customer service, please contact the DPS Office of Public Affairs at 560-3652.