Experts in EDU

Discover real-world examples, proven tactics, and inspiring journeys that illuminate the path to exceptional customer service, a thriving school climate, and soaring student success. Whether you’re a superintendent, board member, communication leader, or IT leader, unlock the full potential of your district with this roadmap of expert insights.

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Dr. Jeremy Tucker on Ensuring Superior Customer Service with Let's Talk

Wondering how the customer service we all expect from businesses and hotels translates to the K-12 experience? Dr. Jeremy Tucker shares how he is bringing superior service to his school district by leveraging AI-powered tools like K12 Insight’s Let’s Talk.

Hear Jeremy’s thoughts on:

    • How to ensure your families feel cared for and get questions answered quickly and accurately
    • How he uses automation to work smarter
    • How Let's Talk can help K-12 leaders meet and exceed districtwide customer service goals

Dr. Scott Menzel on Streamlining Communications and Delivering Superior Customer Service

Watch this video to learn how Superintendent Scott Menzel uses K12 Insight to ensure every inquiry gets a quick, accurate, consistent response (whether it’s an email, text message, phone call, or in-person office visit). Dr. Menzel and his team at Scottsdale Unified School District (SUSD) use Let’s Talk to support positive two-way communications. Families have no shortage of channels through which to contact your district — here’s how the SUSD team is changing the game:

    • They send all incoming communications (phone calls, emails, social media messages, texts, and more) to a unified inbox.
    • They track metrics like average response time, Customer Experience Score, and trending topics through that inbox.
    • Department- and team-specific data shows successes and opportunities for growth so they can constantly improve!
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Brent Mitchell on Meeting Parents’ Expectations

Brent Mitchell (Chief of Staff), Dr. Joseph Davis (Superintendent), and their team at Ferguson-Florissant School District use K12 Insight’s Let’s Talk to support their customer service goals and streamline communications. Ferguson-Florissant School District routes inquiries — including those directed to the superintendent’s office — through Let’s Talk’s unified, districtwide inbox to ensure questions are answered by the right person or department every time. 

Hear Brent Mitchell’s thoughts on:

  • How to meet and exceed customer service expectations
  • How a two-way customer service tool with a districtwide unified inbox can streamline and automate communications workflows
  • How to use customer service metrics to craft compelling reports for your school board

James Hiu on Delivering Superior Customer Service

Gresham-Barlow School District relies on Let’s Talk to streamline communications districtwide. The unified inbox captures incoming inquiries related to human resources, transportation, IT and technology services, facilities requests, campus sites, and more. When questions are sent to the wrong person or department, Let’s Talk automatically reroutes them. These automated workflows and communications efforts help Gresham-Barlow deliver superior customer service!

Hear Superintendent James Hiu’s thoughts on:

  • How to meet and exceed customer service expectations
  • How a two-way customer service tool with a districtwide unified inbox can streamline and automate communications workflows
  • How to use customer service metrics to craft compelling reports for your school board
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Dr. TJ McCray on Why Customer Service Matters

Hear from Dr. TJ McCray, Deputy Superintendent at Madison Metropolitan School District (Wisconsin), as he shares why K-12 school districts should take on a customer service mindset — and how districts consolidating communications processes are experiencing a transformation in customer service delivery, backend workflow speed, and staff time savings.

Hear Dr. McCray’s thoughts on:

  • Why every school district should be considering the culture and climate of every school building — and taking on a customer service mindset to meet their needs
  • Using “word of mouth” customer service to recruit students and maintain enrollment despite limited or nonexistent advertising budgets
  • The power of districtwide customer service

Dr. Rochel Daniels on the Power of Districtwide Customer Service

North Kansas City Schools (Missouri) believes in the power of districtwide customer service and leans on automated workflows, streamlined communications, and data dashboards from Let’s Talk to consistently execute their vision.

Hear Superintendent Rochel Daniels’ thoughts on:

  • Saving staff time by streamlining communications and deduplicating efforts
  • Getting past anecdote-driven opinions and making decisions rooted in data
  • Why every school district should adopt a customer-centric mentality
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Dr. Hinojosa on Data-Driven Success

Retired Superintendent Michael Hinojosa, who led a successful customer service transformation at Dallas ISD, shares his experience using our Let’s Talk platform. Dive into his thoughts on:

  • Delivering the promise of improved customer service – going beyond just having a plan for customer service to improve school climate and improve student outcomes
  • Harnessing data to make informed decisions about where to focus on improving customer service within the district.
  • Freeing up staff with automation of answering routine questions or routing them to the correct individuals without manual intervention.

Shirrell Greene on Delivering Stellar Customer Service

Hear how Shirrell Greene, Director Customer Experience of Cleveland Metropolitan Public Schools, uses data-driven strategies and technology to: 

  • Build trust and transparency by providing multiple entry points for internal and external customers to improve community engagement.
  • Bridge communication gaps and increase accountability across a variety of district departments – from transportation to academics to the customer call center.
  • Build genuine, strong relationships for a lasting impact on her school district.
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Dr. Joe Gothard on maximizing his time as a superintendent

Hear from Dr. Joe Gothard, former Superintendent of Saint Paul Public Schools, share his powerful insights on how Saint Paul uses Let’s Talk to streamline processes, boost efficiency, and deliver superior customer service within their district. Listen to how they are:

  • Streamlining and automating the flow of the significant volume of messages coming into the superintendent’s office and other departments.
  • Providing more effective, timely responses by ensuring the right person receives the message and is trained to provide excellent customer service.
  • Using data and response times to analyze any gaps in the service being provided.
  • Leveraging Let’s Talk to maximize his time and focus on the most meaningful work, spending less time on individual emails that are best for others to respond to allowing him to focus on planning, school visits, and making phone calls to colleagues.

Dr. Guadalupe Guerrero on improving trust in the district

Dr. Guadalupe Guerrero, former Superintendent of Portland Public Schools, shares the positive impact of implementing Let’s Talk in his district. The platform led to streamlined communication, enhanced responsiveness, and ultimately improved customer service across the school district. His district overcame challenges such as:

  • A deluge of inquiries: a highly engaged community resulted in a large amount of communication coming in
  • Fragmented communication channels: lack of clarity in the ownership of specific inbound communication hindering effective responses and follow-up
  • Lack of transparency and accountability: The community felt unheard and disconnected from the district
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GARY RAY - GR RECRUITING

“I highly recommend K12 Insight. Their platform, Let’s Talk, is customer-centric and streamlines input from all district stakeholders — parents, students, staff, business leaders, and community members. Their solutions make it easy to hear from everyone who is truly interested in making a difference in your school district. Improved customer service is proven to make a difference in a district’s operations, and therefore the lives of its students.”

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