School Customer Service Chapter 6 David Moreno Gregorio Arellano Ofelia Alvarez Customer Service

School Customer Service Customer service has 4 basic components: 1. Meeting Needs 2. Building Relationships & Rapport 3. Building confidence and trust over time 4. Dealing with problems, mistakes, and sensitive issues Pg. 34 Pg. 34

School Customer Service Activity #1 1. Where have you received bad customer service? 2. What made it bad? 3. How did you react? 4. Did you want to go back? 5. When someone asks you about it, what are you going to say about the place?

School Customer Service We often think only businesses provide customer service, HOWEVER schools do too !

School Customer Service “In reality, our customers are everyone who receives your services, makes decisions about participation in them, or provides or impacts the delivery of your services.” Pg. 33 “In reality, our customers are everyone who receives your services, makes decisions about participation in them, or provides or impacts the delivery of your services.” Pg. 33

School Customer Service We, as a district/school, need to provide consistently high quality service to each of the groups of customers.

School Customer Service Who are our customers? Students Students Parents Parents Community Community Board of Education Board of Education Teachers Teachers Support Staff Support Staff

School Customer Service Your school is as good as the first person who comes in contact with the outside world.

School Customer Service Activity #2 Let’s see how you would handle the following scenarios: Cards

School Customer Service With customer service, the lowest wage earning employee of the school or district has the same power to “make or break” the perceptions of customers as any teacher or administrator does. That’s why ongoing training in the strategies and principles of great customer service is critical for everyone in the school organization. Pg. 41 Pg. 41

School Customer Service How would you diffuse the situation and take care of the customer’s needs?

School Customer Service Building rapport to diffuse a situation has a lot to do with the tone of voice and body language.

School Customer Service Activity #3 Building Trust & Confidence: Field trip to zoo scenario …

School Customer Service Activity #3 What would you do as a principal in the following situation? PK students are going on a field trip to the zoo PK students are going on a field trip to the zoo PK students arrive at the zoo, one of the parents is there to participate with their child PK students arrive at the zoo, one of the parents is there to participate with their child Parent realizes the child is not there with the group Parent realizes the child is not there with the group The parent asks teachers where her child is and nobody knows The parent asks teachers where her child is and nobody knows Everybody is looking for her child at the zoo and they cannot find her Everybody is looking for her child at the zoo and they cannot find her The parent calls the principal hysterically stating her child is missing and if not found, she will call the media The parent calls the principal hysterically stating her child is missing and if not found, she will call the media Principal calls teachers, teachers are unaware of what happened to the child Principal calls teachers, teachers are unaware of what happened to the child It was later determined that the child was left in the care of a Kinder teacher It was later determined that the child was left in the care of a Kinder teacher How would you diffuse the situation and regain the trust of parent? How would you diffuse the situation and regain the trust of parent?

School Customer Service Dealing with problems, mistakes and sensitive issues: Everybody requires the need to be heard/acknowledged Everybody requires the need to be heard/acknowledged Everybody wants to know they are important for you Everybody wants to know they are important for you Everybody wants to know that you are willing to make it better for them Everybody wants to know that you are willing to make it better for them

School Customer Service Reminder: Our school is as good as the first person who comes into direct contact with the outside world.

School Customer Service “Providing great customer service is both an art and a science just like great teaching or great leadership. It rests on important principles that need to be studied and applied by everyone in the organization.”

School Customer Service Let’s make them happy!