Recently, people in developing countries in leadership and management initiatives in a number of colleges have worked. During our years of providing management training for excellence in the work of education as a whole, this question was asked more: when it comes to customer service in terms of education, which the customer?
Surprisingly, there are four types of customers in education. Everyone has different needs of the education system and to add something else.
First Student customer
Schools and colleges are for students. Without people willing to go to school, no school. The benefits that students come from their educational institution created for life and, finally, if students are not appropriate and is preparing for the real world after its creation, no one can deny that, as a positive educational experience. As a result, the Institute will have a bad reputation, and that clearly has in his main customers, the “buy” your product to their education students failed.
Second Personal customers
Who is a successful business, you know that if employees are not happy, come disasters (remember, the Royal Mail postal strike?) The staff of educational institutions are internal customers, but to say, the organization tries to them happy. Through a clear and structured administration, teachers feel confident and focused on the common goal of a) the proper education of pupils and b.) Enter the two other groups of customers …
Third Parents and the community on the client
The parents obviously have an interest in the outcome of the education provided by an institution available. Expected in the public schools, the parents who paid their taxes, which in turn pays for the school and the parents’ right to value for money, ie the student leaves school ready for the world of work. Could this also applies to FE and HE level, where the school do confess.
The community around the school is that the customer must also understand to a large extent on the students and their families, but there are others who do not have a remote interest in school. The municipality is the customer that the “product” to avoid possible interference must be minimized through the school day. For example, parent-teacher meetings bring to the open days or more traffic on the grassroots community. Minimize the interference caused by the events of the school officials and students in general, the community is pleased that the “product” sold to home values in the region remains, as in the area of influence of the right high school orders higher price. Only schools have sensitive issues that may occur with kindness and understanding.
4th The government as a customer
All schools are responsible for the Ofsted because it is an authority responsible for considering the standards of the schools and the “product” for students. The government is a customer, when he spent on the product responsible for education in the school. Good customer service said that, if an application is made, for example a change in the curriculum, then it must be consistent with the previous policy without unnecessary comments and cooperation reconciled.
As you can see, balancing the needs of four types of customers is a difficult process. Teachers and Learning is responsible for the training of administrative staff and management should focus on the fulfillment of the other three types of clients that I have described. People in developing countries have extensive experience in this area and can help schools with their customers in a way that the student can remain in the limelight balance, but more satisfied clients.
Tags: Education Management