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Customer Service

The Key to our Success

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Dissatisfied customers tell an average of 10-20 people about their bad experience. Once it’s posted on social media, that number explodes!

Up to 90% of dissatisfied customers will not return and never tell the truth about why.

Up to 95% of dissatisfied customers do not complain to the company, they simply go to a competitor!

Why is Customer Service Important for PCA?

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Good Experiences◦ Why?

Negative Experienceso Why?

Share a Few of Your Own Customer Service Examples

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◦ The Parents

◦ The Children

◦ Every person who delivers anything to the school

◦ Who else?

Every person that walks through the door!

Who are our Customers?

You never get a second

chance to

make a first impression

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A Customer Focused Company is one that looks first at the best ways it can serve its customers and acts upon their needs and concerns by providing Absolute Excellent Service (AES).

A Customer Focused Company takes the time to establish a relationship and rapport with its customers and one that is committed to the best customer service within its industry.

PCA is a CFC…What does that mean?

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The child care industry is a service industry and the service provided is the education and care of young children.

The most vital asset to a child care is its parents-without them, we would not and could not exist in business.

When parents are satisfied, they not only help us grow by continuing to do business with us, but recommend us to friends

and associates.

PCA is a Customer Focused Company

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Safe - Parents want to have peace of mind, knowing that their child is in a safe and secure setting – health and safety is a focus, security codes, licensing regulations are followed; playground checks and other company policies are compliant, etc.

Clean - Parents want their child to be in a clean environment (windows, floors, countertops, bathrooms and drinking fountains, playgrounds) containing toys and equipment that are sanitized and in good repair

Organized - Parents want to experience a great first impression, an organized environment, free of clutter, parent communication and follow-up, etc.

Where Do We Stand With S.C.O.P.E?

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Professional - Parents want their questions to be promptly addressed and followed-up. Parents want to feel that they have a professional and solid relationship with the Director, A.D. and their child’s Teachers.

Educational - Parents want a well-rounded program, knowing that their child is learning but also having fun. Evidence of learning on display, parent-teacher conferences held, etc.

S.C.O.P.E.

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Discuss ways where your school excels at meeting S.C.O.P.E. expectations.

Discuss ways you could improve to meet S.C.O.P.E expectations.

Break Out Session 1At Our School is….

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Smile! This is the universal language of friendliness.

Communication takes place at an appropriate time during drop off and pick up, being mindful of supervision at all times.

Be positive about the child. Be respectful of the many stresses that parents have throughout the day. Is it necessary to add to them by stating something negative? If you must share something negative, be positive and reassure the parent you are there to help and support them.

Communication Expectations

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• Classroom daily schedule posted on a parent board both inside and outside of the classroom door. Schedule is typed, grammatically correct, and followed on a daily basis.

• Classroom Lesson Plan posted on a parent board both inside and outside of the classroom door. Lesson plan is typed, grammatically correct, and followed on a daily basis.

Communication Expectations

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Handouts/Weekly Newsletters should be made available to parents to include new songs introduced (with words and melody), concepts being studied, and general information regarding your programming and events to help the parents understand what is going on in the classroom.

Infant Daily Reports, Toddler Talents, Two’s News, My Days filled out completely for each individual child; no photo copies made of one report and handed out to each parent as their child’s “individual” report. Reports are to be accurate, grammatically correct, include all diaper changing, feeding, and activity information as required. Reports should be used to communicate any supply needs or upcoming event reminders as necessary.

Communication Expectations

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The “People” aspect of the child care business is really what it is all about. Think of parents as individuals. Once we think that way, we realize our business is our parents and the relationships we form. Putting ALL the focus on how great the building LOOKS or the services our corporation OFFERS leaves out the most important component: each individual parent.

Absolute Excellent Service is the lifeblood of the child care business. You can offer promotions and slash tuition prices to bring in as many new parents as you want, but unless you can get the families to stay, your business won’t be profitable for long.

Absolute Excellent Service is a MUST!

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Absolute Excellent Service is all about keeping your parents happy. And about sending them away happy – happy enough to pass positive feedback about your school along to others, who may then enroll in your school.

If you are passionate about your school and the service you provide, you can generally enroll anyone. The essence of Absolute Excellent Service is forming a relationship with parents – a relationship that that the individual customer feels he would like to pursue. The passion starts with you!

AES Continued

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Parent Child

It’s All About Relationships

Teacher

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What can we do differently to improve parent communication?

What can we do differently to improve the overall customer service experience for all of our parents ?

Break Out Session 2How can we improve our parent’s overall satisfaction?

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Your attitude is an important part of how you communicate. ◦ Are you positive? ◦ Work well with others? ◦ Have an open mind? ◦ Enthusiastic?

Be a Team Player and contribute positively to the culture of your school. Avoid negative people and gossip.

Always be reflective in your teaching practices. Grow as a professional. Stay current in the field of ECE.

Communication and Professional Growth

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*50 Powerful Ideas to Keep Your Customers, Paul R. Timm*Phoenix Children’s Academy – EFC and CARE Programs*US Labor Commission – Statistics*Handouts: Working With Parents, Child Care Plus and Making Families Welcome, Deadru Hilliard

Acknowledgements