Customer Service

Customer Service – a vital ingredient

In July 2018, Amazon retained the top spot in the UK Customer Service Index (UKCSI). This is the sixth consecutive year that Amazon have been placed in the top spot.

After the list was published, the Institute for Customer Service warned that the survival of the fittest would be driven by how well customers are served. “This would appear to be obvious; don’t all organisations put the customer at the centre of the service that they are providing? Apparently not, with many organisations only playing lip service to the adage, that everything starts with the customer.”

Customer service levels appear to have stagnated according to the UKCSI. Jo Causon, CEO of the Institute said, ‘stagnation in customer service levels should be of concern for the UK economy. With uncertainty about Brexit, companies need, more than ever before, to show that Britain is a great place to do business.’

In education, as with any commercial business, the customer experience for parents and pupils must be high on the agenda. If it isn’t, the organisation isn’t focusing on what really matters – people.

The Head must ensure that their team is focused on customer service to deliver the best possible experience for their customers, the parents and children. Heads must remain close to the people who are responsible for delivering an excellent experience. They need to ensure that their team (that’s everyone working in the organisation) is fully engaged in delivering the vision and direction of the school.

As a Head do you know if your team are engaged? How would you find out? Would your staff recommend your school to their relatives and friends? Does your organisation take’s its responsibility for colleagues and customers seriously? If it does, your team will feel empowered to make great things happen. If, as the UKCSI say, it is the survival of the fittest, you have put your school in the best possible position.

Mark Beach

Richard Stevenson