Page 118 - Superintendent Annual Report 2023-24

Objective 2: Ensure all employees are committed to effective practices and
performance expectations centered on students

Catch the WAVE of Customer Service Excellence

To create a culture of customer service excellence throughout the District, the strategic
plan workgroup launched the Catch the WAVE of Customer Service Excellence campaign.
Superintendent Burke unveiled the campaign at the Principal’s Leadership Summit on July
27, 2023.

Promotional items were provided to each principal and director to share with all staff, and
posters are now visible in schools and departments throughout the District. All staff were
required to complete an online eLearning module on customer service excellence, and
approximately 21,000 employees completed this course.

Marketing for Customer
Service Excellence: The
Foundations class in THE
LINK newsletter

Catch the Wave banners

At the end of the course, each employee completed a questionnaire. The results assisted in monitoring the progress of this
initiative. Additionally, optional in-person training is ongoing.

A District HUB was created to house customer service resources and provide access to tools that enhance our services.
Resources include logos, videos, books, best practice guides, apparel, and promotional items. This HUB is also the Catch
the WAVE Kudos location, which highlights staff who have been recognized for their exceptional customer service. The
Customer Service Kudos have been promoted through the District’s LINK newsletter. The Catch the WAVE initiative aims
to be a part of the District culture.

Staff participate in our Catch the Wave of Customer Service Excellence initiative

118 Superintendent Annual Report 2023 - 2024