LancasterIndependent School District

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Thanksgiving Break begins Monday, Nov. 20 through Friday, Nov. 24.  Classes will resume Monday, Nov. 27.

The R.I.G.H.T. Way - Customer Service in Lancaster ISD

The Lancaster ISD Customer Service Standards

Our Commitment:

In Lancaster ISD, we aim to understand and exceed our customer’s needs in a responsive and positive manner.

 
Standard 1: Purpose
Through the application of targeted knowledge, experiences and skills, we will ensure desired results.
  • Clearly communicate the District vision, motto and standards to all stakeholders.
  • Determine specific strategies and objectives to ensure optimal customer service.
  • Provide ongoing professional development and leadership opportunities.
  • Empower staff to address customer needs/concerns.

Standard 2: Community
We embrace all customers in our community in a positive, professional manner.
  • Treat everyone the R.I.G.H.T. Way.
  • Provide communication resources for bi-lingual or non-English speaking individuals.
 
Standard 3: Quality
We provide an inviting, welcoming environment for our community and the public.
  • Ensure appropriate professional dress for all staff in accordance with district code of conduct.
  • Establish a family-friendly environment which maintains appropriate signage and visual media.
  • Provide and maintain clean and safe facilities
 
Standard 4: Equity
We listen to, identify and confirm our customer’s individual needs.
  • Provide purposeful attention to each customer.
  • Repeat information for clarification.
  • Reassure that matter is handled and that follow-up occurs with customer within 24 business hours.
  • Follow up immediately and provide the customer with any new information regarding their request.

Standard 5: Courage
We strive to provide reliable and timely responses to meet all customers’ needs.
  • Assist customer(s) in accordance with district standards (the R.I.G.H.T Way) and follow-up
    within 24 business hours, if needed.
  • First contact responds to customer as a courtesy contact to ensure quality customer service.
  • Maintain and preserve confidentiality of all customers.
  • Make connections personal - person to person.

Standard 6: Growth
We ensure continuous improvement to provide satisfactory customer service.
  • Provide frequent training sessions for all staff members.
  • Utilize feedback and surveys to enhance customer service.
  • Collaborate with community members to identify growth opportunities.
 
Lancaster ISD Customer Service Communication Guidelines
 
Below are best practices to ensure that we are treating our customers the R.I.G.H.T. way.
Face-To-Face
(On the Clock)
These tips are helpful to maintain an inviting
and welcoming atmosphere at all times.

• Smile and be courteous
• Acknowledge and greet individuals
• Be hospitable (offer guest a seat and/or
beverage)
• Intently listen and inquire about needs
• Offer meaningful responses
• Be sensitive
• Maintain positive/inviting environment
• Be mindful of nonverbal communication
• Reassure that issues are being addressed
• Follow – up and ensure needs were met
• Offer to set up an additional meeting, if needed
Face-To-Face
(Off the Clock)
When you are a public servant, you are on the
clock at all times. We always aim to provide
excellent service.

• Treat others as you would like to be treated
• Be respectful
• Be attentive
• Be professional
• Be polite
• Be genuine
Co-Workers
(On the Clock)
Remember, we are each other’s customers. Be sure to follow the customer service standards for an internal customer just as you would for an external customer.

• Greet everyone
• Be a good listener
• Be knowledgeable
• Be open and honest
• Be respectful
• Be professional
• Be patient
• Be flexible and supportive
• Be accountable
• Have a sense of humor
Phone
Although you can not see the customer, these tips will ensure that the customer is well served.

• Create a uniform greeting for your work area
“Thank you for calling Lancaster ISD...”
• Maintain a professional voice/tone control
• Be resourceful and genuine
• Stay knowledgeable of your department and
district
• Put a “smile” in your voice
• Be responsive
• Be empathetic
• Address the caller professionally and use his/her name (Mr. or Mrs.)
E-Mail
Let’s not leave online communications to chance. Remember to use these tools to ensure that professionalism is always present.
 
• Acknowledge all received e-mails (reply even if you don’t have an answer)
• Provide your contact information in your signature
• Stay positive and professional in your messages
• Avoid all caps and all lower case letters
• Use correct grammar and avoid using slang in all messages
• Follow up when necessary
• Start messages with a greeting or an expression of thanks and appreciation
• Respond or reply within 48 hours or sooner, if possible
• Get to the main point quickly and provide additional details
• Use spell check and re-read before sending