Page 136 - Superintendent Annual Report 24-25

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

CATCH THE WAVE OF CUSTOMER SERVICE EXCELLENCE

The District’s Strategic Plan Initiative D.2a workgroup, composed of dedicated staff from various departments
and schools, continued to create a culture of customer service excellence among employees. To kick off FY25
with renewed energy, the Catch the WAVE (CTW) logo was refreshed and unveiled at the Superintendent’s
Leadership Summit, reinforcing the initiative’s theme. Customer service books and videos were added to the
CTW webpage, serving as valuable training resources. CTW-branded shirts were provided, boosting visibility
and team spirit.

The Customer Service Kudos program continued in FY25, recognizing outstanding contributions from staff.
Over 80 employees were nominated, and select honorees were celebrated in the District’s internal LINK news-
letter, fostering pride and reinforcing positive service behaviors.

Building on the District’s commitment to exceptional service, 322 employees participated in the Customer
Service Excellence: Foundations workshop. This training focuses on the core principles of delivering out-
standing customer service every day. Aligned with being “Your BEST Choice!” for students and families, this
training equips participants with the skills and mindset needed to provide exceptional customer service.

In the workshop, participants learn to: Customer Service Excellence: Foundations training class at the Mary & Robert Pew Center

• Understand the value and impact of customer service excellence.
• Develop strong, practical communication skills.
• Implement strategies to overcome common service challenges. (The banner below is a screenshot—there isn’t a JPG in the folder. We want it included in this narrative,
however.)
• Align daily interactions with the District’s customer service standards.

Marketing for Customer Service Excellence: Foundations training

Customer Service Excellence: Foundations training at the
Mary & Robert Pew Center Catch the WAVE banner
Catch the WAVE banner
136 SUPERINTENDENT ANNUAL REPORT