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Trustees press for better phone response and return calls after customer-service briefing
Summary
Communications staff reported training completion figures and trustees urged consistent phone greetings and timely call returns, citing community frustration over unreturned calls and long hold times.
Communications staff presented an update on customer-service training and phone etiquette during the Nov. 6 Business & Support Committee meeting; trustees pressed for clearer greetings, shorter hold times and consistent call returns from campuses and departments.
Communications staff said the district offered a full day of in-person customer-service training in 2020 and has required an online course as part of annual mandatory training in recent years. "For 2526...as of Nov. 4, we have done an extension; they have until Nov. 14 to complete those trainings," a staff member said.
Trustees urged practical changes: use clear phone greetings that identify the office and staff member, make it easy for callers to get a callback, and consider shared-call or pickup systems so colleagues can answer when the assigned person is away. Trustee Ramirez offered a script example: "Good morning. You know, thank you for calling... LISD tax office. This is Mister Ramirez. How can I help you?" Trustees said they will follow up to confirm whether call-routing improvements and response standards are implemented across departments.
Staff agreed to emphasize phone etiquette, return-call protocols and community chat events to better connect parents with the appropriate staffers.
