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

School Customer School Customer ServiceService

Chapter 6 Chapter 6

David MorenoDavid Moreno

Gregorio Gregorio ArellanoArellano

Ofelia AlvarezOfelia Alvarez

Customer

Service


Customer service has 4 basicCustomer service has 4 basic componentscomponents::

1.1. Meeting NeedsMeeting Needs

2.2. Building Relationships & Building Relationships & RapportRapport

3.3. Building confidence and Building confidence and trust over timetrust over time

4.4. Dealing with problems, Dealing with problems, mistakes, and sensitive mistakes, and sensitive issuesissues

Pg. 34Pg. 34

School Customer School Customer ServiceServiceActivity #1Activity #1

1.1. Where have you received bad Where have you received bad customer service?customer service?

2.2. What made it bad?What made it bad?

3.3. How did you react?How did you react?

4.4. Did you want to go back?Did you want to go back?

5.5. When someone asks you about When someone asks you about it, what are you going to say it, what are you going to say about the place?about the place?


We often think We often think only only

businesses businesses provide provide

customer customer service, service,

HOWEVER HOWEVER schools do schools do

too !too !


“ “In reality, our In reality, our customers are customers are everyone who everyone who receives your receives your

services, makes services, makes decisions about decisions about participation in participation in

them, or provides or them, or provides or impacts the delivery impacts the delivery of your services.” of your services.” Pg. Pg.

3333

School Customer School Customer ServiceServiceWe, as a We, as a

district/school, need district/school, need to provide to provide

consistently high consistently high quality service to quality service to

each of the groups each of the groups of customers.of customers.


Who are our customersWho are our customers??• StudentsStudents• ParentsParents• CommunityCommunity• Board of EducationBoard of Education• TeachersTeachers• Support StaffSupport Staff


Your school Your school is as good is as good as the first as the first

person person who who

comes in comes in contact contact with the with the outside outside world.world.


Activity #2Activity #2

Let’s see Let’s see how you how you would would handle handle

the the following following scenariosscenarios

::

CardsCards


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

Pg. 41Pg. 41


How would How would you you

diffuse diffuse the the

situation situation and take and take care of care of

the the customercustomer’s needs?’s needs?


Building Building rapport to rapport to diffuse a diffuse a situation situation

has a lot to has a lot to do with the do with the

tone of voice tone of voice and body and body language.language.


Activity #3Activity #3

Building Building Trust & Trust &

ConfidencConfidence:e:

Field trip to Field trip to zoo zoo

scenario …scenario …

School Customer School Customer ServiceServiceActivity #3Activity #3

What would you do as a principal in the following What would you do as a principal in the following situationsituation??

• PK students are going on a field trip to the zooPK students are going on a field trip to the zoo• PK students arrive at the zoo, one of the parents is PK students arrive at the zoo, one of the parents is

there to participate with their childthere to participate with their child• Parent realizes the child is not there with the groupParent realizes the child is not there with the group• The parent asks teachers where her child is and The parent asks teachers where her child is and

nobody knowsnobody knows• Everybody is looking for her child at the zoo and Everybody is looking for her child at the zoo and

they cannot find herthey cannot find her• The parent calls the principal hysterically stating The parent calls the principal hysterically stating

her child is missing and if not found, she will call her child is missing and if not found, she will call the mediathe media

• Principal calls teachers, teachers are unaware of Principal calls teachers, teachers are unaware of what happened to the childwhat happened to the child

• It was later determined that the child was left in It was later determined that the child was left in the care of a Kinder teacherthe care of a Kinder teacher

• How would you diffuse the situation and regain the How would you diffuse the situation and regain the trust of parent?trust of parent?


Dealing with problems, Dealing with problems, mistakes andmistakes and sensitive sensitive

issuesissues:: Everybody requires the need Everybody requires the need

to be heard/acknowledgedto be heard/acknowledged Everybody wants to know Everybody wants to know

they are important for youthey are important for you Everybody wants to know that Everybody wants to know that

you are willing to make it you are willing to make it better for thembetter for them

School Customer School Customer ServiceServiceReminderReminder:: Our Our

school is as school is as good as the good as the first person first person who comes who comes into direct into direct contact with contact with the outside the outside world.world.


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


Let’s make them Let’s make them happy!happy!

Documents

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