| Challenge: Corpus Christi ISD recognized that frontline staff often lacked the training needed to deliver consistent, high-quality customer service. Solution: Results: |
Corpus Christi Independent School District (CCISD), located in southeast Texas, understands that every interaction with families and staff matters — especially in a competitive K–12 landscape where strong relationships can influence enrollment, retention, and reputation.
“It’s so important to ensure your staff is ready to welcome everyone they encounter,” said Leanne Libby, APR, Chief Communications Officer at Corpus Christi ISD. “When frontline staff have all the tools they need to start establishing relationships and maintaining trust, your district community stays strong — and it’s more likely those families will establish lasting ties to the school and district.”
Despite the critical role played by front office staff and assistant principals, CCISD saw a gap in professional development opportunities.
“In many school districts, the front office staff does not receive the same level of professional development as our educators, and yet we expect them to do this extremely important job that has such a high impact on our district,” Libby said. “We recognized this disconnect and renewed our efforts to provide ongoing support and professional development to implement those standards of providing stakeholders with superior customer service.”
To support its frontline staff and reinforce its districtwide customer service culture, CCISD partnered with K12 Insight in fall 2022 to deliver targeted professional development.
The one-day, on-site training covered four essential customer service topics:
“Discussing and role-playing different customer service strategies is helpful in establishing a welcoming front office,” said Dr. John Prezas, Executive Director for School Leadership at CCISD. “The more we can train for various situations, the better prepared we are to establish an authentic, welcoming environment for all staff and visitors.”
With training in place, CCISD staff are now more confident and better equipped to create meaningful, service-focused experiences for stakeholders across the district.
With K12 Insight’s professional development, CCISD’s frontline staff and assistant principals are now equipped with the knowledge and skills necessary to promote a customer-centric culture districtwide.
The district is committed to sustaining this investment in its people, recognizing that great service starts with intentional support.
“We just can’t assume that every district employee knows exactly what to do, especially in the variety of situations that they’re in,” Libby said. “We prioritize support and training for all employees so they are fully equipped to succeed.”
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