Customer Care Standards: Moving Forward as One

Customer Care Standards:Moving Forward as One Coordinator: Evon Ufland Committee members: Kendra Carrington, Lynnette Calvin-Epps, Debra King-Cooper, Kim Powell, Linda Reed, Ellen Marshall and Jan Kanzaki Facilitators: Jennifer Holleran and Jeff Thompson Special thanks for their contribution to: Silvia Esteban, Kathy Flowers and Allison Layton

Overview of the Process • Mission • Committee: processes and norms • Meetings and expectations • Operating principles (e.g., communicating results) • Resources: internal and external • Results • Implementation strategies

Components of Customer Care • Professional • Knowledgeable • Resourceful • Responsive

Professional • Respects self and others by being well-prepared, punctual, open-minded and ready to contribute • Has a good demeanor; displays a positive attitude; uses business language; and is well dressed and groomed • Is team oriented; supports colleagues by sharing knowledge and working collaboratively, especially in times of great need

Knowledgeable • Possesses thorough knowledge of policies, procedures and content areas to answer questions accurately • Knows where to find information; uses a range of resources and draws on colleagues’ expertise • Builds knowledge base by being an active learner; pursues answers to questions and adds them to their own knowledge base

Resourceful • Takes the initiative to problem solve when the answer is not immediately available; perseveres to resolve the issue for the client • Owns the problem; resolves the issue or, if necessary, finds the right person or resource to assist the client

Responsive • Responds in a timely fashion (24 hours) and resolves the issue and communicates the answer as quickly as possible (48 hours) • Conveys a willing, open attitude, including using positive body language and courteous greetings • Probes for relevant information and confirms own understanding of the issue

Measurement of Customer Care • Why measure expectations • Ensure HR is delivering good customer care • Learn about areas for improvement and areas of strength • How to measure expectations • Use survey comment cards and direct observation progress report • Develop tracking system to document customers’ needs and ensure consistency • How to use results • Provide feedback to individuals (informal and formal), managers, and HR department as a whole • Use in evaluations

Customer Care Survey

Customer Care Progress Report

Proposed Tracking System • View online so it can be used by all HRD staff • Tracks when customer issues are resolved • Allows HRD staff to see how others resolve similar situations • Allows staff to determine if others in the division are already working with the customer and what actions have been taken so far

Objectives of Project • Free school site administrators and teachers to focus on educating our children • Improve satisfaction for retention of district employees to keep quality personnel • Lead the district in improving customer care • Develop our customers’ confidence in the department and district

Next Steps • Develop and implement training for all employees in customer care standards • Develop and implement tools for measurement • Design, write and distribute monthly newsletter • Strive for continuous improvement in customer care expectations and programs

Customer Care Standards: Moving Forward as One