Page 4 - Customer Care Booklet 2019

We commit to delivering timely and accurate communication to all staff members Professional Office Practices
When we we think think of of customer service we we often think think about the communication and information we provide to our our our community our our our parents and our our our students All of Brevard Public Schools employees are our customers as well We must
give serious consideration to to the the the needs we we all share and the the the services we we must
provide to to one another • Put a a a a smile on on on your your face and in your your voice when you you you are on on on the telephone “Good Morning! I I am Charlie Smith How may I I help you?”
• Take ownership to to to be sure that a a a a a caller or or or or visitor gets to to to the correct person or or or or department “Mrs Ward I believe our Benefits Department can help you you Let me me connect you you ” “Mr Smith our our school psychologist can answer your question He’s not available right now May I I connect you you with his voice mail so that you you may leave a a a a a a a a a a message or can I I take a a a a a a a a a a message for for you?”
or or or “Mr Smith I can get an an an an answer for for you you you and call
you you you back with the information if you prefer ” • Keep your work space ready for action
Set up needed references so they are readily available • Dress to impress your coworkers of of the professional that you you are • Professionals do not not eat drink or chew gum while on on on on on the phone Food on on on on on your desk should not not be be visible Phones need to be be answered promptly • Your language with with internal customers should show courtesy but remain timely with with an an awareness and sensitivity to others working in in the the immediate area • Treat your internal customers with the the same tact and timeliness as you you do the the public • Never represent yourself yourself as an an an expert or or guess at at an an an answer Pride yourself yourself in in your your your your accuracy even if you you you will need time to research your your information • Listen actively and without interrupting Ask questions Take time to clarify Mission: To serve every student with excellence as the standard