Customer Service Excellence: 5 Key Components

The level of service delivered by school districts is more important than ever. 

Over the years, options for families have expanded through school choice programs, private and charter schools, and virtual options. And parents — who make no-questions-asked returns through Amazon and receive near-instant service through DoorDash and Uber — have come to expect top-notch service.

A poor experience at the front office, in the classroom, or on the field can lead parents to seek education options outside of your school district. 

As K12 Insight’s Head of District Partnerships, I help school districts across the country deliver superior experiences, engage families in meaningful dialogues, and provide equitable access to communications.

The school districts that deliver the best customer service to communities are supported by five key components: 

1. Easy access for all

A quarter of low income adults don’t own a smartphone and around 40% don’t have a home computer or internet access. 

That’s why it’s important for school districts to make it easy for all stakeholders — especially underserved and disadvantaged groups — to conveniently connect with the right person. 

2. A guaranteed timely response

From social media to email to phone calls, there are a lot of different ways people get in touch with your district. And they often expect a response within 24 hours.

School districts with trust capital in the bank acknowledge every incoming question, comment, and concern immediately and set expectations as to when the stakeholder will receive a response.

3. Efficient service

Parents are more involved in their child’s education than ever before. And, because of this, teachers and staff are experiencing an influx of inbound communications. 

Strong school districts are using technology to create efficiencies — ensuring communications are directed to the right person or department so parents can get the answers they need right away, without forcing our teachers to play traffic cop.

4. A secure experience

Last year, ransomware attacks rose by over 90% and schools inadvertently leaked nearly 30 million records in data breaches.

School districts that are prepared for the 21st century are taking a proactive approach to security using edtech — protecting data, reducing risk, and giving families confidence in communications channels offered by their district. 

5. Superior experiences

Satisfied customers — including parents, teachers, staff, voters, and others in your school community — are likely to share their positive experiences online with others. Unfortunately, dissatisfied customers are equally, if not more likely, to do the same.The districts that deliver superior customer experiences equip their teams with the technology and training they need to ensure each interaction is accurate, courteous, and complete.

Want to dive deeper into these 5 components of customer service and support? Download our quick two-page guide. And if you’re ready to learn how we can help you, register for a free, no-obligation workshop to breakdown the current state of customer service in your district.