Analyst Team Reports
Delivering Legendary Customer Service
Tere Holmes (Moderator)
- Identify who your customers are
- Notions of customer service need to be imbedded in your culture
- Find out from your clients what they need
- $ to complaint department to be able to act quickly
- Develop policies
- Child’s week at summer camp
Maureen MacDonald, Canada
- Appreciate diversity and practice inclusion
- Five steps to cultivating positive relationships
- Highly skilled staff
- Responsiveness
- Communication with families (e.g, web-based parent forum)
- Develop healthy relationships and healthy interactions to promote collaboration
- Supportive physical environment
- Best practices that support principals of excellence
- Tips for the day — relevant to the stages that the child is at to provide small bites for parents
- Meet the expert sessions
Sandra Piccinini, Italy
- To be well known is a responsibility
- Have a cultural mediator to liaise with the family
- Delivering legendary customer service includes helping to integrate communities, for example:
- Improve the visibility of children in the community, (e.g., exhibiting their handiwork public places, such as decorations on the theatre curtain in the concert hall)
- Help the community build its confidence in itself, and its ability to achieve its aspirations
- Pay attention to new citizens and help them be secure in their heritage as part of integration — grandparents explaining history
- Program identity is not what you are but what the outside thinks you are
- Childcare center as a place where community rebuilds itself
- Change the conversation — the immigrant is not a problem/how you look at it?
- Children have 100 languages and school usually would kill 99% of them!
- Reggio is example of community building with child focus — “it takes a village”
June Goh, The Netherlands
- Observation that a child center can be the nexus of an information and service exchange network for the needs of parents; this can be particularly useful for expatriate communities
- For good customer service, handling and resolution of complaints need to be shared so that staff will not be burnt out — all staff need to take responsibility to full solution
- Key moments of truth: the staff must be empowered to support beyond normal boundaries when the parents really need it; this is the essence of legendary customer service
Pat Houlton (Provocateur)
- Customer Service needs to evolve and change
- Customer Service imbedded in culture, families and staff at top of inverted pyramid
- How do we reach out the customer?