1. 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

2. 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

3. Components of Customer Care Professional Knowledgeable Resourceful Responsive

4. 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

5. 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

6. 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

7. 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

8. 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

9. Customer Care Survey

10. Customer Care Progress Report

11. 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

12. 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

13. 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