Two questions: Did you realize that customer service within your schools is everyone's responsibility, not just those sitting in the front office? And did you know that DonorsChoose.org is not the only site you can use to raise money for your classrooms? These are 2 topics we cover in "It's Not My Job and Other Customer Service Mistakes" and "Show Me the Money!" communication trainings.
"It's Not My Job...": I don't know about you, but this just might be one of the most common phrases I've heard in my 18-year career.
And make no mistake--I'm as guilty as anyone else in sometimes thinking I'm way too busy to greet someone and help guide them to where they need to be in the building. It's so easy for each of us to get bogged down and focused on our primary responsibilities, yet when someone calls, emails or visits your buildings, it is everyone's duty to make sure the person is greeted, feels welcomed and is having his or her needs met.
We all know how frustrating it can be to call up a business, only to be put on hold before we can ever even respond. So why would we treat our own customers like that? We may be in education, but we are still a business that provides a service to our customers: our students, our parents, the communities that support us. By not giving them your undivided attention and assisting with whatever their needs may be, we create for ourselves a reputation of being unhelpful and unwilling to address their concerns. And inevitably by word of mouth (or the dreaded social media rants), that reputation spreads and before you know it, you're having to do damage control--something none of us really has time for.
So if you have heard complaints from stakeholders--no matter which ones--that they are not getting the attention or service they require, maybe it's time to take an hour or so to re-examine basic customer service. We provide this training for ALL staff--principals, registrars, janitors, teachers...anyone in your building who comes in contact with parents or other visitors. Don't let a bad reputation overshadow all the positive things you are doing. Take control now.