Customer Service

Vicki Ki, New Zealand:

• Government has funded a parent support worker situated in centres in low-income areas. This assists with budgeting
• Identifies need of children/families and refers families to other agencies

Janice & Kim, Canada (Renfrew Educational Services):

• Government establishing “parent link” centres — resources for families (not just disadvantaged areas)
• Modeled after New Zealand model

June Goh, The Netherlands:

• Exchange Network” — to connect families within communities (lots of ex-pats)
• Shell Headquarters — to assist spouses around the world to feel connected to child care, schools, etc. (“career in a suitcase”)
• Shell has funded 80% of June’s cost of the conference
• June will be meeting with executives on Monday to get it started; lots of spouses are teachers

Judy Kynaston, Australia:

• Provide telephone support because members are spread throughout rural areas
• A challenge is to provide enough info because the interaction is not face-to-face
• CCSAs provides industrial and legislative advice to parent management committees
• Small amount of funding from the state government; membership is the main source of income
• Most services are stand alone — voluntary management committee
• Give advice also on the telephone about licensing issues

Chris, KU Children’s Services:

• Not for profit corporation — registered under Charitable Act
• 148 services — operate on community-based model
• Parent Advisory Committees — value parents’ input; do not hold any legal responsibilities; responsibilities lie with KU
• Two parent representatives from each service meet at KU Council five times per year to discuss issues (two-way communication)
• Parent exit questionnaires on intranet for parents to complete anonymously; info entered into database — trends identified
• 10,600 children per week, 8,000 families — two teams of cons to support services in geographical areas (special ed. cons, and children’s services cons)
• Consistency and maintaining high quality in all services is a challenge
• Family participation:
  • Parents, teachers, communities, partner integration
  • Reggio — opportunity, the structures
• Parents working long hours
• Gathering during public holidays, food
• Special events
• Three links: Quality, Access, Capacity (link Board and staff/family leaders); engage staff and parents; feedback, active participant, family voices are heard; parents — validate the place
• Young staff, training of staff, understanding of parents
• Staff plans activities outside school, get and recharge community building:
  • What are we here for?
  • Relating to parents/child’s backgrounds, approaches?
• Rural areas
• Success participation for parents, committee members, government funds; parents pay a minimum fee; wide gap between rural and urban; parenting courses; private school, private funding

Presenter: Josie Harlow
Group: Ian, Colum, Beryl, Pru, Shirly Black, Rita Spencer, Betsy

• Customer Service needs to be delivered with:
  • enthusiasm
  • empathy
  • passion
• Skills required:
  • good listening skills
  • identify needs of the client (“How can I help you?”)
  • respect for the client (parents/children/staff/partners)
• Colum noted that in his organization “complains” are handled on a rotating basis by management
• First impressions are very important. Staff must meet and greet in a professional way. Training in this area is paramount (e.g., telephone training).
• An attitude of “How can I help you?” needs to be part of the company culture. Rita spoke to the art of “turning negatives into positives.”
• All staff must take ownership for public relations
• All staff must take responsibility for solutions
• All staff must recognize their limitations in the decision-making process and offer a positive referral to those who can resolve the problem
• Importance of first impressions and importance of on-going impressions
• We must stress to staff not to be judgmental. Parents need our support, not our scorn.
• Align staff with the function (e.g., your best communicators should be your “greeters.” Customer service must be ongoing.
• Treat others as you would want to be treated.” Set up expectations for your staff from the beginning.