The implementation of the initiative coincides with National Customer Service Week, October 2-6, 2017, and presents PGCPS with an opportunity to demonstrate how much it values its students, parents, staff, and communities.

“We recognize that students, parents, community members and our employees are all customers of the school system. They have choices and we want to provide quality service that contributes to their success and satisfaction,” said Dr. Kevin M. Maxwell, Chief Executive Officer.

In a message to all staff, Dr. Maxwell explained that the initiative was developed with the help of teams of employees who conducted research on highly effective organizations that practice exemplary employee behavior. Their research was used to create a customer service book for PGCPS employees, training modules and an implementation plan.

Preparation for the launch included pilot trainings, development of a “Secret Shoppers” component of the customer service initiative, and feedback/input sessions with more than 2,000 employees over the past several months. All 19,000 PGCPS employees will receive customer service training.

A downloadable customer service handbook is available to employees through the school system’s Staff Portal. Hard copies of the handbook will be available in select offices throughout the school district. Ultimately, the customer service initiative is intended to strengthen confidence in PGCPS and its 209 schools with all stakeholders.