DOE staff taught 3 R's exclude 'rude'

Answer: Employees from all DOE schools and state offices have received business etiquette training, according to Deputy Superintendent Clayton Fujie.

The training was done by six customer service professionals, some from the hotel industry, through meetings arranged by each complex-area superintendent, Fujie said. But the department has not yet checked whether workers are following the guidelines by using "mystery shoppers" and "secret callers," as was planned.

Fujie said the public should alert the DOE if they feel employees are rude or unhelpful.

The idea to train workers was triggered by complaints from parents and other school visitors.

For example, sometimes secretaries would simply tell callers wanting to speak with an administrator that the person was in a meeting, but would not point out that the meeting would be happening all day, Fujie said.

Fujie said everyone from receptionists to security were reminded to act friendly regardless of how busy they are and be as helpful as possible.

Receptionists were told to stand up whenever a visitor walks into their office for information. When they answer the phone, employees should greet callers and make sure the customer is satisfied with the service.