Customer Service Scenario Responses –
Secondary Staff
Spring 2012 Support Personnel Professional Development
February 29, 2012
INTERNAL CUSTOMER SERVICE
A coworker promised to assist you with a
project collating documents and mailing the
information out to all teachers in the music
department by Tuesday, even though it was
not her job. You have helped her in similar
situations in the past. It is now Thursday and
the coworker has not come to assist. You are
now behind schedule.
EXTERNAL CUSTOMER SERVICE
Develop a customer service pledge and a
couple of protocols for all central office
employees to follow.

We pledge to provide the highest level of
service to parents, students, and community
members by realizing our initial interaction
sets the stage. Courteousness and respect
should be our launch. Remember to speak
in a calming, polite manner to each new
situation. This is extremely important if the
new situation begins with the other person
being upset. A smile and gentle listening
can defuse upset people. We are not
expected to solve every situation, but can
point people in the right direction. Whether
it be our in-house administrators or one of
our support offices like World Languages
or PPWs, we can assist anyone with BCPS’
services.
1) How would you handle this situation and
why?
 Internal morale and communication can
make or break our attitude in coming to
work. At times, work overloads will
happen. Coworkers must look beyond
personal work duties and grasp the big
picture of office efficiency.
 To avoid problems, we need better
management before the deadline.
 To improve morale, communication
about expectations must exist.
 We would not wait that late.
 We pledge to communicate and serve
 We would not have waited to ask the
parents/guardians, staff, students, and
coworker.
administrators in a consistent and effective
 We would remind the coworker in a
manner. We will do this by:
nonconfrontational manner.
o Registering students in a timely
 We would speak with the coworker in
manner.
person.
o Communicating effectively.
 Communicate with the individual: “you
o Providing courteous and friendly
offered to help…are you still
responses.
available?”
o Sharing information with and informing
 Directly contact the coworker—politely
parents and students, staff, and the
ask time available.
community.
 Approach the coworker; take
o Maintaining a positive atmosphere
responsibility for the job; ask if the
o Following policies/procedures.
coworker can still assist; seek other
o Demonstrating a compassionate
assistance and get job done.
understanding of various circumstances.
Baltimore County Public Schools
Support Personnel Professional Development
March 2012
Secondary Breakout Session Responses
TT\Office Professionals\11-12 Office Professionals\Spring 2012
Page 1
2) Would you report the situation to your
 We pledge to:
supervisor? Why or why not?
o Provide prompt, friendly, courteous
 If this is a continual problem,
service.
administrators must be asked to help
o Be a great listener.
determine whether a mutual discussion
o Give undivided attention.
or personal reprimand is needed.
o Be an effective problem solver.
 We would not report to supervisor
o Display a capable, calm demeanor.
because the coworker offered
assistance.
 We pledge to:
 Talk with supervisor of your concern
o Display a positive attitude
that you are behind. Can I ask for
o Be sensitive to others
assistance? Your request must be
o Treat all equally: students, parents, etc.
handled with sensitivity and diplomacy.
o Display appropriate conduct.
 Report to supervisor and administration
o Compartmentalize pet peeves.
staffing requirement for task (not
o Maintain sense of humor.
tattling!)
 We would not report to supervisor
 We pledge to be cordial, courteous, and
because it was not the coworker’s
concerned. We will do this by:
responsibility.
o Greeting everyone personally or on the
phone with a smile, listen attentively
3) What effect might her behavior have on
while remaining focused.
your relationship? Why?
o Following through with an issue or
 When an individual falls short of
problem.
helping another, schedules get behind.
o Remaining positive.
In the situation where one helps and
o Treating everyone equally and showing
another doesn’t, relationships falter.
they are important.
 We would not ask for help again.
 We would lose respect for the
coworker.
 We would not count on the coworker’s
following through with what is asked of
him or her.
 If handled diplomatically, your
relationship should remain on friendly,
cooperative terms.
 This would have no effect on our
relationship since it was not intentional
on the part of the coworker.
 Would not ask the coworker again and
would have more communication about
help.
Baltimore County Public Schools
Support Personnel Professional Development
March 2012
Secondary Breakout Session Responses
TT\Office Professionals\11-12 Office Professionals\Spring 2012
Page 2
Spring 2012 Support Personnel Professional Development
March 8, 2012
INTERNAL CUSTOMER SERVICE
A coworker promised to assist you with a
project collating documents and mailing the
information out to all teachers in the music
department by Tuesday, even though it was
not her job. You have helped her in similar
situations in the past. It is now Thursday and
the coworker has not come to assist. You are
now behind schedule.
1) How would you handle this situation and
why?
 Ask if they are still able to help. If yes,
then when? If not, do it yourself.
 Send a friendly reminder to coworker
 Try to utilize students or other
resources, such as other coworkers,
teachers, or parents
 Remind person of promise
 Provide training/instruction
 Check in and make sure the coworker
understands his or her part of the task
 As a reminder: as a coworker,
teamwork makes the dream work.
 Evaluate the situation; how many hours
are needed?
 Ask the person who volunteered if he
or she is still available
 Find other resources if necessary
 Get the job done
 Approach the coworker and ask if he or
she is still able to help as previously
agreed; if not, be resourceful to find
other ways to meet your deadline.
2) Would you report the situation to your
supervisor? Why or why not?
 Report to the supervisor if behavior is
chronic
 Never report it—CYE, it would change
the relationship with the coworker.
 Exhaust all other resources before
approaching supervisor. Make sure that
Baltimore County Public Schools
Support Personnel Professional Development
March 2012
EXTERNAL CUSTOMER SERVICE
Develop a customer service pledge and a
couple of protocols for all central office
employees to follow.

We pledge to provide efficient and
courteous customer service to all
stakeholders that we encounter. Following
are ways to do this:
o Listen
o Provide assistance
o Empathize
o Follow through
o Reiterate their concerns
o CYE

We pledge to provide a calm, friendly,
professional environment to make our
visitors welcomed in our school. We strive
to:
o Take a deep breath and stay calm.
o Answer the phone with a smile.
o Treat everyone in a friendly,
professional manner.
o Try to handle problems without passing
them on to someone else. If not able to
help, tell the person who will be
helping them.
o Always create a positive learning
environment.

We pledge to:
o Serve customers as we would want to
be served.
o Always use courtesy and respect.
o Address issues in a timely manner.
o Give our name.
o Meet all needs.
o Address visitors with a smile and make
eye contact.
o Support coworkers.
o Be resourceful.
o Listen without judgment.
Secondary Breakout Session Responses
TT\Office Professionals\11-12 Office Professionals\Spring 2012
Page 3


you do everything timely enough for
the job to get done
Do not report
I would not notify the supervisor; the
agreement was between coworkers.
3) What effect might her behavior have on
your relationship? Why?
 Don’t depend on that coworker in the
future
 Keep in mind we are all on the same
team.
 Don’t count on that coworker’s help
 Rely on the resources you can trust
 Send the job to Copy and Print Center
 This would not have any effect on our
relationship.
 The effect would depend on the manner
in which the coworker responded to the
question.



Baltimore County Public Schools
Support Personnel Professional Development
March 2012
We pledge to provide friendly, timely
service with a smile. Following are ways to
do this:
o Always identify yourself.
o Encourage the caller/visitor to
communicate; listen to the
caller/visitor
o Ask “How may I assist or help you?”
o Assure the person that his or her needs
will be addressed.
o For safety, ask for ID when needed.
o Do not allow the phone to ring more
than three times; do not keep caller on
hold for too long.
We pledge to be professional and create a
welcoming environment. Following are
ways to do this:
o Be polite
o Smile, make eye contact, and listen
before speaking
o Keep a proper perceptive
o Be empathetic and understanding of the
customer’s point of view
o Be patient
o Exercise self-control
o Create a “win-win” situation
o Find solutions
We pledge to greet each customer in a
professional manner, regardless of the
reason for their visit, and to ensure that
customers are directed to the proper
resource.
Secondary Breakout Session Responses
TT\Office Professionals\11-12 Office Professionals\Spring 2012
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