Customer service is an essential part of any business, including your child care center. As a small business, you don’t have the luxury of relying on a dedicated team of customer service specialists. Every single employee at your center is part of your customer service team.
It’s important for all of your employees to have the ability to answer questions from potential customers and current families. The information staff members share with moms and dads should be consistent, no matter who a parent turns to with their concerns.
For impressive child care customer service, teach your staff these tips:
1. Be Available
Customer service isn’t just answering the phone. Parents should also be able to reach you using your website, social media accounts, email and Google My Business, as well as in person. No matter how customers choose to reach out, your center needs to respond quickly and accurately.
2. Use Accessible Communication
Whether you’re communicating with one parent or sending an email to a whole list, make sure the information you send is accessible. That means making your emails and website mobile-friendly, as well as using ADA-compliant design.
3. Integrate with Marketing
Use customer service as part of your center’s marketing. When your staff effectively remedy a concern, there’s an opportunity to turn a lead into a customer. Competent customer service can also increase the referrals you receive from satisfied clients.
4. Offer FAQs
To alleviate some customer service tasks from your staff’s to do list, offer an in-depth frequently asked questions section on your website.
5. Think Long Term
Concerns solved hastily can rear their ugly heads again and again. Instead of looking for quick fixes, train your staff to think about long-term solutions. No matter what solution you agree on, follow up with families to make sure they’re still satisfied.
6. Escalate Major Concerns
Let your staff know that it’s okay if they can’t solve every problem. Have a process for teachers to follow when a parent has a significant or unique concern.