What do you think of when you hear the words “customer service”? I think of Publix “where shopping is a pleasure”. Or the place in the store where you go to return merchandise . . . WITH your receipt of course. I think I am fairly typical in that most people associate customer service with retail stores, restaurants and other places of business. But rarely do we think of a school as a setting where customer service is a focus or a priority.
Recently I have been reading a book by Donna Cutting called “501 Ways to Roll Out the Red Carpet for Your Customers”. Why, as the Director of Enrollment here at LCS, would I be reading on this topic? Because I believe that a school is the perfect setting for excellent customer service to be practiced.
If customer service means “having thorough knowledge of your inventory, experience with your products, and being able to help customers make the best choices for them,” and excellent customer service involves “meeting and surpassing expectations and showing the customer how important he or she is to you by interacting with them in a friendly, helpful and positive way”, then doesn’t that sound exactly what a school environment should encompass? I think so. We want our students, parents, grandparents and campus visitors to all know that they are important to us. And as educators, we certainly want to have a thorough knowledge of the product we offer – education in the light of God’s Word.
The bottom line is that we want our customers – students, parents and guests - to leave our campus each day pleased and satisfied with what they have experienced and thrilled about coming back again the next day. As a Christian school, we want to extend the welcoming, caring love of the body of Christ and equip our students to go out into the world to practice that same kind of love toward others.
Ed Eynon, VP for a California resort, says that the four keys for creating customers for life are:
- a sincere welcome and a fond farewell
- Personalization – learn names and use them
- Awareness – observe and evaluate
- Proactivity – take action, give attention, seek resolution
This is not an official “customer service survey”, but we are always happy to receive feedback on ways that we can better serve our school community. Most importantly we want to serve in a way that honors the Lord. This campus belongs to Him and it is certainly a worthy goal to have all that takes place on our campus each day be a reflection of His glory.
We are grateful to have the privilege of partnering with you in the education of your children. And we hope to do that with a friendly smile, an awareness of your child’s needs and a warm, and caring relationship with your entire family. It’s a pleasure!
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