In today’s society, families expect a certain level of service from every organization they work with. They hold that same expectation when choosing a school for their children, and want to ensure they’re getting the best experience possible during their time with you.
This demands a culture of customer service from your school. Each person a family interacts with, from the administrators to teachers to staff members, must be on the same page when it comes to taking care of your families.
You must create experiences that parents come to know and enjoy, and provide a reasonable expectation that they’ll receive that care on a day-to-day basis.
It can be difficult to inspire your entire faculty and staff to adopt this mantra and use a customer-service-focused mentality. They often have many responsibilities, and might feel this is a burdensome request.
The secret lies in helping faculty and staff see the benefits they’ll enjoy if customer service is done well in your school. A school culture where customer service is a top priority often results in happier parents, and this can translate to happier students and faculty members.
Amy Riley, Ed.S., IAP-L, ISM Consultant and Director of Online Learning, shares more in a Quick Tip Podcast about creating a culture of customer service in your school.
There will always be difficult situations that arise in your school. But a healthy school culture—created by a mentality focused on customer service—can help establish trust, making it easier to overcome problems. This can lead to better retention rates, easier recruitment, and a healthy school community.
Additional ISM resources:
The Source for School Heads Vol 17 No. 3 Your Faculty Holds the Key to an Effective Re-Recruitment Strategy
The Source for Advancement Vol. 16 No. 2 How to Create an Effective Enrollment Management Team
Additional ISM resources for Gold members:
I&P Vol. 38 No. 2 Who Is Responsible for Enrollment Management?
I&P Vol. 33 No. 11 Target Your True Recruitment/Retention Issues
