DPS Launches Customer Service Initiative with comprehensive training of school-based front line office staff, Customer Service Pledge

All Detroit Public Schools employees to be trained over four-month period

Completing a key first year commitment of its new five-year Strategic Plan, Detroit Public Schools  began its new Customer Service initiative by training all school-based clerical and administrative assistant staff members in two-hour sessions during a day-long Professional Development program.

The new initiative will expand throughout the district this fall and will include all Detroit Public Schools staff in all job classifications at schools and Central Office.

“Each of us must do everything within our power to ensure that our students and their families have the best possible experience every time they enter our schools,” said DPS Emergency Manager Jack Martin. “As the front line in the delivery of customer service, the staff receiving this inaugural training hold some of the most critical roles in the future growth and long-term success of Detroit Public Schools. “

All staff members participating were asked to sign a new Detroit Public Schools Customer Service Pledge covering themes of Courtesy and Respect, Communication, Responsiveness, and Family-Friendly Environment. Individual Pledge bullets include:

  • Communicating from a positive perspective
  • Answering phone calls in a friendly and helpful manner
  • Ensuring that information is accurate and consistent, even if it requires a call back
  • Providing options for immediate assistance when a staff member is out of the office
  • Taking responsibility for helping address concerns/issues by directing to the appropriate person who can meet the customer’s  needs
  • Wearing identification badges at all times
  • Ensuring that our facilities are easy to navigate and that signage is visible, understandable, and positive
  • Updating all communications regularly

Detroit Association of Educational Office Employees President Ruby Newbold, whose members were among the first taking part in this initiative, said, “The day-long professional development for our school-based members was awesome.  Our members are dedicated to the school communities they work in. Customer service is about communicating professionally to our parents, students and the community.  We hope to see more of these days during the school year.”

Detroit Public Schools’ Strategic Plan to create Neighborhood-Centered Quality Schools centers on serving the needs of the students and families by providing more Pre-Kindergarten, new Community Schools serving as hubs of their neighborhoods, more Arts and Music classes, a new Parent University, Career Academies, Better Customer Service, and Improved Safety on Routes to School.

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