As the morning sun transforms the dark Houston sky into a bright blue, customer service representatives answer requests from campus administrators, concerned employees, and sometimes worried parents.
They work at HISD Customer Care Call Center, a 24-hour operation tasked with everything from answering parents’ transportation-related questions to processing campus work orders and maintenance requests such as air conditioning, plumbing, and electrical issues.
Courtney Franks, a business analyst in HISD’s Risk Management Department.
HISD’s Business Operations Department is hard at work behind the scenes on its new customer service initiative, which is geared to maximize the positive impact district employees can have on their customers.
Over the past several months, the department has hosted Service Excellence training workshops for both managers and employees. During the sessions, employees learn key elements that affect the customer service experience and tools to improve the experience through the eyes of students, parents, teachers, administrators and the greater HISD community of businesses and neighborhoods.