Customer service is a game of trust. Lose it, and you'll have to work twice as hard to win it back. Reassurance is an essential prevention tool. As we all know, trust is one of the most important things to a parent.

On a basic level, customer service in our preschool world is the level of support we provide our families through our services, quality care and early childhood education. But those who can exceed the basic expectations of care and education by providing an experience that feels more like an extension of the family are the preschools with on-going waitlists.

You may think that the best preschools have great funding, awesome classroom design, high quality curriculum, incorporate technology, or any number of other things that we hope will boost student achievement and family enrollment.

Actually it is the amount of engagement families have with your school that often determines their satisfaction with your program and their child's overall success. I am certain that you know how important parent engagement is, but how often do we really examine what this means to our preschool business?

In our business we care for people's most prized possessions in life! Let me repeat that... we care for others' most prized possessions in life. This means that all interactions and feelings about those interactions are intensified because of the value that is placed on this highly intimate experience between the family and your preschool.

Today we are going to discuss:

The structure and importance of quality customer service in our preschool businesses.
Identify 5 top quality customer service barriers that often affect preschools.
Define a process for removing those barriers.
Controlling the chaos with the 5 R’s of Quality Customer Service.

Be sure to check out our What Not to Share with Parents Rules and Rules and Characteristics for Building Customer Relationships found with this episode on our podcast page at peakecreative.com. This is a great resource to share with your team members at your next team meeting.

Some few key notes:

[04:22] When we understand the deeper significance of involving parents in our preschool, not only will we be more excited about building engagement, but it’ll be easier to get our teams on board as well.

[04:52] Quality customer service is the ability to constantly and consistently exceed the customer’s expectations. Going above and beyond what the customer is asking for by maintaining their needs without them realizing they even have these needs

[09:03] What is a Diamond Quality Customer Service?

[10:16] Top 5 Quality Service Barriers we often see in our preschool business

[13:14] 5 R's to focus in removing the barriers effectively and timely

[14:43] Being proactive by preventing possible problems from ever occuring has the biggest impact that can be made on removing customer service barriers

[15:39] 5 R’s of Quality Customer Service roadmap that will help you control the chaos that can often come with unforeseen circumstances that result in poor customer service from your team.

Resources

We hope that this episode brought you some fresh new insights on the importance of putting in a little time and effort in to ensure your team not only understands the value of high quality customer service, but that they know how to deliver it. When you make providing quality customer service a priority, you are nurturing your families and your business. You will be spending less time having to market, enroll, and fill your school. You can spend more time doing the things you truly enjoy. Focusing on the things that really matter, your top priorities, your key relationships, your most important projects, all the things that will bring you more joy and your business more success. Take care and have a great week!

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Peake Creative - Early Childhood Business Strategist

Peake Creative

kelleypeakecreative

Email us at hello@peakecreative.com