Dr. Dana T. Bedden, Superintendent August 3-4, 2015

Transcription

1 Dr. Dana T. Bedden, Superintendent August 3-4, 2015

2 WELCOME TO RICHMOND PUBLIC SCHOOLS I am excited to have you on our team and want you to be proud to serve the students, faculty, staff, parents and community here by providing: - GOOD??? - GREAT??? - EXCELLENT??? - EXCEPTIONAL that s it Customer Service

3 When customers first meet us they immediately form opinions about us and our organization. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they Like You Dislike You Indifferent CUSTOMER CONTACT IS A MOMENT OF TRUTH that will largely determine the satisfaction of their experience (and yours)

4 1- Cleanliness 2- Warmth (engaging) 3- Credible 4- Knowledgeable 5- Responsive 6- Friendly 7- Helpful 8- Understanding 9- Courteous 10- Confident 11- Professional 7-11 QUIZ

5 Positive Attitude Attentive listen and care (make them know they matter) o Give accurate information, don t be afraid to say I don t know, but I will find out Friendly approach watch for non-verbal and body language signs Eye contact (best response in 2 seconds) Learning to say no with tact and courtesy and confidence o Stay positive Attention to detail o Go the extra mile o Use names whenever possible Work Ethics Punctuality Time Management Manage multi-tasking Follow the chain of command PROFESSIONALISM

6 Etiquette Telephone Greeting Holds Transfers Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times Appearance Refer to handout for helpful guidelines PROFESSIONALISM CONTINUED

7 Use Clear and Concise Communication and be the Problem Solver Verbal Speak clearly at an appropriate speed Be aware of your tone and inflections Give undivided attention Written business and letters/memos Use correct grammar (no text talk or IM speak) Limit styles and images Be careful of font colors Use correct case (not all caps or lower case) Non-verbal Watch body language, lack of eye contact or signs of frustration COMMUNICATION

8 Language Avoid use of: o Vulgar or profane language o Sexually explicit or suggestive comments o Discriminatory or demeaning comments There is never an appropriate time for any of these in the workplace Confidentiality HIPAA Health Insurance Portability and Accountability Act FERPA Family Educational Rights and Privacy Act Adjust tone and volume Use a privacy screen where appropriate COMMUNICATION CONTINUED

9 Knowledge is an acquaintance with or understanding of facts and truths Learning is a willingness to become acquainted with facts and truths not yet understood Working Knowledge Job description, responsibilities and performance expectations Where to find RPS policies and procedures RPS policies, procedures, administrative regulations, and expectations Department procedures and expectations Stay current on and department updates for up-to-date information General Knowledge General knowledge about RPS/Infrastructure Important dates and events Cross training or knowledge of other department functions Willingness for continued learning Participate in staff training Seek out cost effective opportunities to attend professional development workshops of interest for career and advancement learning. KNOWLEDGE AND LEARNING

10 WE ARE DIVERSE, IT MATTERS, WE ALL ARE RESPONSIBLE FOR

11 Be understanding and accepting of people or situations that do not fit our (your) comfort zone Keeping our (your) temperament in check Being aware of our (your) biases VALUING DIVERSITY, BY

12 Being respectful of all members of our team Being coachable and open minded to help offered by our supervisor(s) or other members of your team Being willing to work together to accomplish school, department and division goals Being willing, able, and available to do your share of necessary extras (take one for the team) Be willing to share your knowledge with others. Mentor and support new team members Give recognition and credit wherever you can for a job well done or a difficult situation well handled. DEMONSTRATE TEAMWORK, BY

13 Maintaining a high level of professionalism by following the guidelines and information from today s discussion Listening and being attentive to what your customer needs Communicating with clear and concise business language and remembering to watch your body language Being a life long learner at your job as well as your personal education. Taking opportunities to learn new things and being aware of any of the services provided by RPS so you can help and refer seamlessly Being understanding of all people and situations, especially where you may have biases that are contrary EXCEPTIONAL CUSTOMER SERVICE IS

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15 Smile, be happy and have fun! It will always show in the service you give.

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