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Pflugerville ISD rolls out "Pflugerville Friendly" customer-service pledge and training for staff
Summary
Leadership development director Holly Galloway introduced "Pflugerville Friendly," a CARE‑based customer-service program launched Sept. 16 with online and in‑person training; as of the meeting she reported about 1,720 staff completions and campus incentives for full participation.
Holly Galloway, Pflugerville ISD leadership development director, introduced "Pflugerville Friendly," a district customer‑service initiative combining customer-service standards with a community‑pride pledge.
Galloway said the program began with secret shoppers last spring and the task force used those results to design standards and training. Since launching training on Sept. 16, she reported 12 campuses and six departments had reached 100 percent completion and that 841 asynchronous trainees had finished work overnight — adding up to about 1,720 PfISD faculty and staff who have completed the training in some form.
The pledge uses the acronym CARE (Communicate openly; Advance inclusivity; Respond promptly; Ensure consistency). Standards include acknowledging or responding to email and voicemail within one business day, posting out‑of‑office messages with alternate contacts, avoiding unnecessary "reply all" use and maintaining in‑person attentiveness.
Galloway described training options (slide-driven, in‑person facilitation, and asynchronous online modules) and incentives for full participation (stickers for trainees and a T‑shirt for campuses or departments that reach 100 percent training completion). She said the task force plans to run another round of secret‑shopper evaluations in the spring to measure impact.
Board members asked about teacher workload and verification of program effectiveness. Galloway acknowledged teachers may feel additional burden but described the one‑business‑day standard as aspirational and said the task force will reconstitute to monitor results; secret‑shopper visits will be repeated to test behavior change.
