PGCPS: Providing the highest level of customer service.
Purpose: To establish expectations for the Prince George’s County Public Schools (PGCPS) and establish the best possible service to all customers of PGCPS.
Main Office Telephone Greeting:
- As a general rule, telephones should be answered within three rings and not answered by an automated phone system during normal business hours.
- The voicemail greeting for all main numbers should be an "after hours" greeting. This greeting should convey the following information:
- Department/Office hours of operation;
- Options for caller (e.g., leave a message, web site address, fax number, information about critical services available after normal business hours); and
- All calls should be returned within 24 hours or the next business day.
Sample Phone Message: Thank you for contacting Prince George's County Public Schools. You have reached the voicemail box of [state your Office/Department/School]. Our normal business hours are Monday through Friday (state the office hours…i.e, 8:00 a.m. a.m. to 5:00 p.m.). Please leave your name, number and a brief message and someone will return your call within 24 hours or the next business day. Again, thank you for calling. Have a great day.
Desk Telephone Standard Greetings:
- Every telephone equipped with voicemail should have a standard outgoing greeting that is professional, concise, and conveys relevant and useful information to the caller.
- Let every caller know which office he or she is talking with, by identifying the division/unit and telling him or her your name.
- Each desk phone greeting should include the following information:
- Name of employee, title of employee, department, and telephone number to dial for immediate assistance;
- Statement indicating that calls will be returned within 24-48 hours or the next business day.
Sample greetings to use when answering office lines:
“Good morning/afternoon. Prince George’s County Public Schools, (state the name of your Office/Department/School). This is (state your name). How may I help you?” or “Hello. (state the name of your Office/Department/School). This is (state your name). How may I help you?”
Extended Absence Greeting:
- Every employee who will be out of the office for more than two business days should record an extended absence greeting. This greeting should outline the expected date of return, an alternative contact person, or forward all calls to an employee in the office.
Sample Phone Message: Thank you for contacting Prince George's County Public Schools. You've reached the voicemail box of (state your name) in the (state your office/department/school). Currently, I am on leave and will return to the office on (state your expected date of return). If you wish to leave a message, please leave your name, number and a brief message, and I will call you when I return. If you need immediate assistance, please call (state the name of an alternate point of contact). Again, thank you for calling. Have a great day.
Out-of-the-Office Auto-response for Email:
- If an employee will be out of the office on scheduled leave, your email should reflect that schedule. It is the employee's responsibility to have an out-of-the-office, auto-response email.
Sample Email Message:
Thank you for your message. I will be out of my office from (state the date(s) you will be away from your office), but will respond to your message when I return on (state your expected return date). If you need immediate assistance, please contact (state the name of an alternate point of contact) at (state your alternate’s email address) or (state your alternate’s telephone number).
- All email signatures should contain the following information:
Sample Email Signature:
- Employee’s Name
- Employee’s Title
- Employee’s Telephone Number
- Department Name
- Department Mailing Address
- PGCPS Website Address: www.pgcps.org
PGCPS Customer Service Standards for Face to Face Guests
Purpose: To establish expectation for the Prince George’s County Public Schools (PGCPS) and ensure a welcoming environment for all guests of PGCPS.
Visitors and Walk-ins:
- Acknowledge each guest immediately.
- If you are with another guest, make eye contact and tell them “you will be with them momentarily”.
- Greet each guest with a smile.
- Use a positive and professional greeting.
- Treat all guests with respect and dignity.
- Always remain courteous during customer interactions.
- Listen carefully to the guest’s inquiry.
- Advise all Non-English Speaking guests you will get them assistance in their language as soon as possible.
- Give guests specific directions when referring them to other locations for assistance.
- Tell our guests you do not know the answer and refer them to someone who does.
- Thank all guests for coming in and invite them back.
- Maintain Confidentiality and Privacy at all times, which means you will need to be mindful of the level of your voice when answering their questions.
Proper salutation: Good Morning (or afternoon), How can I help you?
Proper closing: Is there anything else I can assist you with?
For additional email procedures, please view Administrative Procedure 0701.
Download PDF of Customer Service Standards for Voicemail and Email.