Six Smart Ways to Improve Customer Service in Schools
January 3, 2024
Superior customer service in schools goes beyond a mere checklist; it's a transformative strategy that impacts all involved parties. With over 30% of learners seeing themselves as customers in higher education, students take center stage. They thrive in a positive environment where their needs are promptly met, leading to higher retention rates. Parents and guardians, as essential stakeholders, become strong advocates when their interactions with the school are smooth and constructive.
This blog delves into the significance of outstanding customer service in schools, outlines 6 effective strategies, and addresses 4 common challenges with practical solutions.
Why Exceptional Customer Service Matters in Schools?
Why does customer experience matter? Exceptional customer service in schools is a demonstration of care towards parents and their children. Engaging, answering questions, and addressing concerns foster trust, making parents believe your school is the best choice for their offspring. The benefits are extensive:
- Competitive Advantage: Stand out with a user-friendly website, clear FAQs, personalized service, and quick communication.
- Positive Reputation: A positive image can lead to substantial donations, as exemplified by Oprah Winfrey's $1.5 million donation to the University of Massachusetts Lowell.
- Diversity and Inclusion: Address unconscious bias with tools like FAQs or live chat, creating an inclusive environment for learners of different backgrounds.
- Lasting Relationships: Satisfied students and parents lead to long-term loyalty, and happy graduates can attract more students.
- Financial Opportunities: More scholars mean more funding, crucial for the financial health of educational institutions.
- Student Achievement: Positive customer service in private schools and public schools contributes to student openness, growth, and success in achieving life goals.
6 Strategies for Exceptional Customer Care in Education
If you are wondering how to improve customer service in schools, here are six best practices in 2023 that can ensure a seamless and positive experience for students, faculty, and the broader academic community. Let us understand each one of them with an example of good customer service in schools.
1. Effective Communication and Transparency
Establishing clear lines of communication and maintaining transparency is foundational to exceptional customer care in education. A school can implement robust communication platforms for parent-teacher engagement, including regular newsletters, parent-teacher conferences, and accessible online portals.
Utilizing omnichannel approaches for streamlined communication and sales, coupled with CRM platforms, ensures a centralized interface for student and parent queries. The omnichannel marketing strategy provides benefits such as personalized experiences and cost savings, making it the new standard in the global education sector.
Example: Regent University, based in Virginia Beach, Virginia, fosters streamlined communication through a unified platform encompassing chat, email, and voice for both inbound and outbound interactions. This approach enables essential university departments to connect with students efficiently and enhances overall communication effectiveness.
Learn more in this case study.
2. Implement a Comprehensive Feedback System
Gathering feedback is essential for continuous improvement. Regular surveys, conducted as part of routine practices, offer valuable insights into student and parent satisfaction. It helps you understand if your students and their guardians are satisfied with the school services. If not, what could have gone wrong?
Actively seeking and responding to customer reviews is crucial for improvement. Transparently releasing survey results demonstrates a commitment to addressing concerns, and viewing feedback as a gift for learning and improvement.
Example: Seton Hall University achieved a notable surge in polling response rates—up to two hundred percent—by executing surveys efficiently and conducting sophisticated statistical analyses with precision.
Learn more in this case study.
3. Personalized and Attentive Service
Creating unique student personas and tailoring services accordingly is key to providing personalized and attentive service. Establishing dedicated support services for specific needs, along with centralized support hubs, streamlines issue resolution.
Example:
The Student Success District by the University of Arizona offers a one-stop shop for academic support, career services, and counseling. This ensures that students receive individualized attention, addressing their unique needs and contributing to a positive overall experience.
4. Proactive Conflict Resolution
Conflicts are inevitable, but a proactive approach to conflict resolution can prevent issues from escalating. Schools should establish clear conflict resolution protocols and provide training for staff on effective mediation techniques. By addressing conflicts promptly and fairly, schools demonstrate their commitment to creating a positive and supportive learning environment.
Example: Southern New Hampshire University (SNHU), a private nonprofit institution with over 3,000 on-campus students, has adopted a proactive approach to enhance its operations. Utilizing built-in API integrations with Salesforce Lightning and the university's Student Information Systems (SIS), SNHU now leverages automated screen pops. This innovative solution assists agents by providing seamless access to caller information, contributing to a more efficient and informed communication process.
Learn more in this case study.
5. Regular Training and Skill Development
Investing in the ongoing training and skill development of staff is crucial for maintaining a high standard of customer care. Professional development programs can enhance communication skills, conflict resolution abilities, and the overall effectiveness of educators.
A well-trained staff contributes to a positive school culture and ensures that everyone is equipped to handle the diverse needs of students and their families.
Example: Rochester Institute of Technology (RIT) swiftly transitioned its contact center to the cloud, enabling seamless remote work for staff. The frontline support, adeptly trained on the new platform, efficiently managed a variety of COVID-related calls.
Learn more in this case study.
6. Leverage Technology for Efficiency
Embracing customer service technology advancements is crucial for meeting the expectations of modern customers. Considering tools like Helpcenter, AI Chatbot, Live Chat, knowledge base, and Private Cloud enhances the overall digital customer experience. The adoption of such technology ensures that educational institutions keep pace with leading companies, providing great services in a digital age.
Example: The University of Akron significantly enhanced efficiency by swiftly deploying a new contact center. Real-time dashboard reporting and expanded supervisor licenses underscore the university's commitment to leveraging technology for streamlined operations, enabling cost savings, resource access, and superior student support.
Learn more in this case study.
4 Common Challenges and How to Address Them
Providing exceptional customer services in school districts comes with its own set of challenges. Let us discuss them one by one and explore their respective solutions.
Challenges | Solutions |
Communication Gaps Schools often struggle with communication gaps between administrators, teachers, parents, and students, leading to misunderstandings and frustration. |
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Staff Training and Empowerment Inadequately trained or disempowered staff may struggle to provide excellent customer service in public schools and private schools, leading to a negative experience for parents and students. |
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Handling Complaints and Conflict Resolution Dealing with parental complaints, student conflicts, or academic concerns can be challenging, especially when emotions run high. |
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Managing Technology and Data Privacy Private and public schools increasingly rely on technology for communication and administration, but this also raises concerns about data privacy and security. |
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Streamlining School Customer Service with Five9: A Game Changer
The pandemic underscored the need for schools to upgrade their contact centers, and Five9 emerged as a game changer in meeting these challenges. With a surge in remote learning, Five9 Intelligent Voice Response (IVR) and Omnichannel Mobile solutions addressed the growing demand for real-time care options. The ability to access information at any time through various channels became crucial.
Five9 not only streamlined operations but also integrated seamlessly with leading Customer Relationship Management (CRM) solutions, enhancing staff productivity and transforming the student experience. The adoption of Five9 proved strategic for universities looking for elevated customer experience and digital transformation.
