When recording messages for Connect Ed, keep the following tips in mind:

• Before you record your message, write it down. Practice reading it, then share it with another person to make sure to key message is clear.
• Identify yourself at the beginning of the message. Some people may not immediately connect with who you are. Be sure to include your title and school name, too.
• Keep it short. Most experts agree that about 30 seconds is long enough. Only go longer for a “high-stakes” message, such as one about an emergency, when you may be providing only access families have to the information
• Take several deep breaths before recording an emergency message. A calm voice really makes a difference.

(NSPRA) National School Public Relations Association – February 2013 – Principal Communicator – From NSPRA resource files.

Innocent comments can take on negative connotations when people speak before considering the impact of their words. Look for positive ways to communicate basic information.

Examples:

• “The school office is open until 4 o’clock,” instead of “The school office closes promptly at 4 o’clock.
• “We’ll be happy to give you those records as soon as we have a signed release form,” instead of “We can’t give you anything unless we have a signed release form.”
• “I know Mrs. Jones (principal) would like to talk with you, but right now she’s attending to an urgent matter. I’ll let her know you called, and she’ll call you back today, as soon as she can,” instead of “Mrs. Jones is too busy to talk to you. I’ll ask her to call you.

Appreciate the power of “Yes.” You should always look for ways to help “customers” and be positive! When someone has a request (as long as it’s reasonable), they should tell the person they can do it, be sure to follow up, and do what they promise.

From NSPRA resource files:
NSPRA – National School Public Relations Association – Principal Tips – January 2013

We live by the Golden Rule through:

• Active listening
• Open communication
• Establishing trust
• Valuing individual and cultural differences
• Allowing all to maintain sense of dignity

• Energy level is important – you lose about 30% of the energy over the phone, put extra energy in your voice or, you may sound apathetic or hesitant
• Establish rapport – adjusting your speaking rate to the customers
• Good body posture –  sit-up straight, head-up, or stand
• Voice volume – you only need to project your voice one foot in front of the receiver
• Your voice is an instrument – vary your tone, pace, and volume

The following Customer Service Standards are a good place to start when welcoming students, parents, and community members into our buildings!

Be patient

Be confident

Create ownership

Be knowledgeable

Respond quickly

Look professional

Be polite

Be innovative

Be flexible

Be responsive

Follow up

Be positive

Never Argue

Act with integrity

Develop team spirit

Use sound judgment

Communicate clearly

Great customer service is not just about serving the people outside your company.

1. Begin with your own perspective: Regard fellow employees and other departments as your customers. Understand that helping your colleagues do their job more successfully helps your organization and you. Therefore, they are your customers. Treat them like VIPs.

2. Say thank you. A simple, genuine "thank you" goes much farther to create an atmosphere of sharing and helping than two such small words would suggest. Even when it is a person's job to provide information or a product to you, tell them "thank you" when they have done it. Express your appreciation of their timeliness in providing it. Explain how it has made your job much easier. Show them your delight when they exceed your expectations.

In a large school district, with thousands of children and futures at stake, we will all encounter impassioned parents/guardians who are concerned, frustrated, or worried. Here are some general guidelines to follow when you encounter such a parent/guardian.

• Allow him or her to vent
• Identify the problem
• Make every attempt to satisfy
• Show concern and respect
• Avoid placing blame
• Don’t take it personally

Take the extra step. If someone walks into your office and asks you to help them find someone, do not just say, “he/she is down the hall.” Lead the customer to that person. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
Whether it is a bus driver, cafeteria worker, or administrative assistant, every employee plays a vital role in our communications efforts.