Customer Service in the Classroom

August 3, 2012

"Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work." ~ Steve Jobs

What do a rude waitress, a hurried salesman, an unavailable realtor, a grumpy babysitter, and a doctor who doesn't listen to the patient all have in common? They lack positive customer service! We have all been in situations where we feel as though we are putting someone out, or that someone is less than thrilled to help us. It often leaves a bad taste in our mouths and frequently keeps us from returning to the location where we received the poor service. On the contrary, if we receive good service and have a positive experience, we not only return to a location, we recommend it to others.

Although teachers are not selling a good, we are providing a service. Therefore, we must pay close attention to the customer service we provide our students. Do we as teachers...

• Greet them with a smile?
• Talk respectfully?
• Listen fully to their comments and questions?
• Go above and beyond to give them what they need?
• Make them want to come back?

I experienced the effects of good customer service last week as I went to purchase flooring for our new home. I walked through many stores looking for the perfect colors and styles for the living room, kitchen, and bedrooms. Many of the sales people were friendly and offered to help if I needed them, but one sales woman went above and beyond. She took a genuine interest in my situation and what it was I was looking for. Even though it was ten minutes before closing, she took her time, asked questions, and truly listened to my answers. Then, when she came to measure, she proceeded to give decorating suggestions for other rooms in my home. Not trying to upsale (because the products she mentioned were not products she sold), but working to put her interior design degree to use and helping me to feel good about the choices I was making. We had good conversation, a few laughs, and I trusted her opinion. After the carpet was installed, she called to see what I thought of my selection, and asked if there was anything else she could do. She truly went above and beyond and provided an excellent example of good customer service.

It was my experience last week that made me think about the effects of good customer service. I will, without a doubt, recommend our flooring salesperson to others. Would my students recommend me to their peers? What have I done that has had a lasting impact on the lives of my students? What can I do differently to improve my service to them? As a lifelong learner, I will always reflect upon and refine my teaching practice. Revisiting my customer service skills, and striving to achieve the positive effects of good customer service in the classroom is just one way I can do what I believe is good work.