True education excellence is only possible in an environment that promotes and delivers service excellence. By anticipating our customers’ needs and wants, and by treating all with respect, the district will further strengthen its partnership with employees, students, parents and community members.
Keep these tips handy for dealing with complaints:
1. Get into the present. Focus your attention on the customer.
2. Clear your mind of any preconceived notions about the customer or the problem.
3. Open your ears and listen. Don’t jump to conclusions or speak for the customer.
4. Ask effective questions that focus on problem solving.
Don’t be afraid to ask background questions to understand wants and needs, as well as
evaluate the need for referrals.
Examples of background questions:
I can see you’re upset. How can I help you?
What needs to be done?
What can we do right now to fix this problem?
Can I arrange a meeting for you with ____________?
Ask probing questions to identify the real issue and best solution, gather information, and
then determine who, what, where, when and why.
Examples of probing questions:
Can you explain exactly what happened?
Can you tell me who was involved?
Where and when did this take place?
Can you tell me more about that?
Why do you think this occurred?
What do you think the problem is exactly?
How can we resolve this to your satisfaction?
Ask confirmation questions to check understanding and obtain additional information.
Examples of confirmation questions:
Let me make sure I’m clear. Did this happen (today? on campus? at 1 p.m.? etc.)
So, the problem as you see it is …?
Do I have this right? Is my information correct?
Is there more that I need to know?
Is there anything else I can do?
5. Pay attention to body language - the customer’s and your own.
6. When responding to the customer, don’t use intimidating jargon or language.
7. Acknowledge that you understand what the customer is saying and what they are feeling.
8. Be honest. Don’t make excuses and don’t be defensive.
9. Work out a mutually benefi cial plan of action.
10. Thank the customer for bringing the complaint to you, and then follow through on
promises in a timely manner.
Adapted from NSPRA’s “Unlocking Sensational Customer Service”
