But SBISD is striving to raise the bar even higher. The district and its schools are committed to providing consistently great customer service to our families and community.
With this commitment in mind, front office employees from campuses and departments across the school district recently attended one of two half-day Share A Smile customer service conferences. Share A Smile is SBISD’s customer service program.
The customer service conferences were designed to address customer service findings from a recent communications audit and support the SBISD Share A Smile Customer Service Program.
Campuses and departments participating in the Share A Smile program select three targeted activities per school year to improve the welcoming, hearing, valuing and helping of SBISD customers. Supplementary customer service classes are provided throughout the school year to reinforce the tenets of the Share A Smile model for customer service.
Attendees to the conferences received professional development credit and gained a foundational understanding of customer service best practices. The result? Campus culture and community relations that all district stakeholders – internal and external— can appreciate.
Rachel Zepeda, office support specialist at Spring Woods High School, enjoyed the learning opportunity, using the analogy of employees being like batteries.
“We need to be recharged from time to time to remind us to be our best every day.” Said Zepeda. “It is very important in school, regardless of your position, to let kids know they can achieve more than a high school diploma. They are all our kids.”
Superintendent Dr. Scott Muri welcomed conference attendees and shared his vision for how customer service impacts student achievement, attracts happy and engaged families and employees, and why these front-line ambassadors are critical to the positive messaging about and impressions of the district.
From his experience as a school leader in Disney’s Celebration City in Florida, Dr. Muri shared the importance of viewing each employee in SBISD as a “dream maker.”
“You have the opportunity to make each of our students’ dreams come true by providing a welcoming and safe place to learn and grow,” said Dr. Muri.
He stressed that all employees have a responsibility to provide excellent customer service and reminded the group that they are in the “people business.” Dr. Muri also mentioned his appreciation of the work and welcoming practices of SBISD front office employees.
“I really appreciate that Dr. Muri spoke to us at the conference so we could get to know him better, and hear his thoughts about customer service,” said Devin Estrada, receptionist at Bunker Hill Elementary. “We all need to be reminded to improve ourselves a little more, and to be aware of how our service makes an impression on our customers.”
Julie Abbott, CEO of 3D-Ed, led the paraprofessionals through learning exercises to gain insight into the universal needs of all customers, comparing personal and office practices to national standards of customer service excellence. The sessions concluded with an exercise to develop a personal narrative about why SBISD is the best place to live, learn and work.
Highlights of the conference were shared with the SBISD leadership team at their monthly meeting. SBISD leaders reviewed national customer service standards to ensure that their support of campus and front office teams is impactful as conference learning translates to action and outcome for schools, their communities, and SBISD stakeholders.
As SBISD continues its pursuit to consistently improve and provide customer-centered service, watch us grow from good to great—with a smile!
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