3/6/2019 Leatha Ritchie , Principal Consultant & Coach LPR Consulting.org leatha@lprconsulting.org Customer Service = Customer Experience Steps in Attracting and Retaining Families These materials are trademarked. Do not reuse, copy or distribute without permission of LPR Consulting. 1 Learning Outcomes ➢ Explain the difference between customer service and customer experience. ➢ Enhance understanding and empathy for families. ➢ Identify your next steps to improve the customer experience. ➢ Apply new knowledge to increase enrollment and decrease withdrawals. Learn, Practice and Realize Potential Learn, Practice and Realize Potential 2 Customer Service What do you expect? How do you know you got it? Learn, Practice and Realize Potential 3 1
3/6/2019 Why Should Teachers Care about Enrolling More Children in Their Classrooms? Children deserve it. Alternative is poor quality.* Increased revenue = More teacher pay. Financial sustainability * 2007 survey by National Institute of Child Health Development Learn, Practice and Realize Potential 4 If you don’t take care of your customers, someone else will. – Ken Blanchard in Customer Mania! It’s Never Too Late to Build a Customer -Focused Company You can’t be content to just satisfy them; you have to create raving fans. – Ken Blanchard & Sheldon Bowles in Raving Fans A Revolutionary Approach to Customer Service Learn, Practice and Realize Potential 5 Parents Biggest Fear 6 2
3/6/2019 Parents Biggest Fear 7 Caring for Families You are not only educating and nurturing a child’s development. You are educating and caring for a family. Respect, Communicate, Support Learn, Practice and Realize Potential 8 Parent as Customer Know their needs and wants. Ask for and Treat families Excellent give the way they feedback. expect. Customer Experience Train for Hire and keep customer great competence. employees. Learn, Practice and Realize Potential 9 3
3/6/2019 Parent as Customer Know their needs and wants. Excellent Customer Experience Learn, Practice and Realize Potential 10 First Contact Internet search Know their needs and wants. Website Phone call Learn, Practice and Realize Potential 11 Parents Needs are Different Jenny Patty Jon Michael Learn, Practice and Realize Potential 12 4
3/6/2019 The Tour Know their needs and wants. Learn, Practice and Realize Potential 13 Parent as Customer Know their needs and wants. Treat families Excellent the way they expect. Customer Experience Learn, Practice and Realize Potential 14 Enrollment Treat families the way they expect. Learn, Practice and Realize Potential 15 5
3/6/2019 Parent as Customer Know their needs and wants. Treat families Excellent the way they expect. Customer Experience Hire and keep great employees. Learn, Practice and Realize Potential 16 Employees Make All The Difference Teachers Hire and keep great employees. Assistant Teachers Lead Teachers Administrators Kitchen Staff Learn, Practice and Realize Potential 17 Parent as Customer Know their needs and wants. Treat families Excellent the way they expect. Customer Experience Train for Hire and keep customer great competence. employees. Learn, Practice and Realize Potential 18 6
3/6/2019 Parent as Customer Know their needs and wants. Ask for and Treat families Excellent give the way they feedback. expect. Customer Experience Train for Hire and keep customer great competence. employees. Learn, Practice and Realize Potential 19 Feedback Ask for and give feedback. Learn, Practice and Realize Potential 20 Know their needs and wants. Ask for and Treat families give the way they feedback. expect. Excellent Customer Experience Train for Hire and keep customer great competence. employees. 21 7
3/6/2019 Parents Trust Their Teachers IF they … Know Their Child Care About Their Child Are Educated Of Good Character Willing to Listen and Resolve Concerns Learn, Practice and Realize Potential 22 How to Change a Behavior 1. T ell what and why 2. Give tools and time 3. Show 4. Watch 5. Let them practice 6. Check back frequently on progress Learn, Practice and Realize Potential 23 My plan for improving customer experience. ❑ ❑ ❑ ❑ ❑ Learn, Practice and Realize Potential 24 8
3/6/2019 Leatha Ritchie , Principal Consultant and Coach Specializing in: Leadership Development Operations Management Change Management Gallup Strengths Team Coaching Blog Writer All Things Leadership LPR Consulting.org leatha@lprconsulting.org Learn Practice Realize Potential 25 9
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