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School staff focus on curriculum alignment, differentiated instruction, professional development, college and career readiness, standards, and academic interventions. Is it possible that schools can lose their focus on customer service? Customers include families, community members, and all guests who visit the school website or schoolhouse.
Customer service involves the front office staff, classroom teachers, teacher assistants, custodians, counselors, and all staff members. How are customers treated when they enter your school? Ask your school staff, “What does it mean to go the extra mile for the customer?” Do families feel like the front office staff answers the phone in a professional manner? Do teachers fire off emails when they are upset with students or parents? How do schools analyze the way they are treating customers?
Six Ways To Pour Some Sugar On The Customer:
The school website is the new front door. Families and community members make a judgment about your school before they arrive in the front office. Is your school website customer friendly? If you have a focus on technology integration, does your school website look like it was created in 1990? Does your website offer a welcome message or invite families to visit the school? If Open House was the biggest event between 1980-2000, then the school website opens your school to more than the all of the guests who attended Open House during that 20 year span. Your school is connected with the world. What kind of message are you sending? Would a family in Florida view your site and want to buy a house in your community, based on the information and message on your website?
Customer service involves phone skills, email etiquette, communication skills, and the way the customer is treated when they spend time at your school. Which restaurants come to mind when you think of outstanding customer service? Have you ever had poor customer service at a hotel? Have you ever visited a church and felt like none of the members knew you were in attendance? Customer service is easy to identify, especially when we are the recipient of poor customer service. When families have a bad experience at your school, they will spread the word throughout the community and through social media. As communities build more charter schools, private schools, and home school organizations, customers will walk rather than talk.
The media may promote your school once or twice a year. Administrators and teachers can promote the school on a weekly basis by posting on a school or teacher blog. Pictures from field trips, class projects, community service, guest speakers, and student awards can assist in communicating with families. Most blogs allow for families to forward the message to their family and friends via Twitter, Facebook, and other social media. Blogs also allow for two-way communication. The traditional method of communicating with families was a flyer in a second grade student’s backpack. With a blog, the school can communicate with families and families can post comments or ask questions about the event before their child arrives home.
Several schools host a Principal’s Coffee Hour once monthly. There is usually a topic that the principal or a guest speaker shares with families. The highlight of any Principal’s Coffee Hour is the time that families are able to share their opinions, ask questions, and brainstorm ways to support all students. Coffee Hour provides a monthly time for two-way communication. Parents will provide you with their opinions and they will feel respected because the school provided a forum for adult conversation about their most prized possession, their child. How is your school promoting two-way communication with families and stakeholders?
Twitter allows home-to-school and school-to-home communication. Families can receive updates from the school. While Twitter may not work for all families, it is a great tool. Most schools see social media as one form of communication. The sign in front of the school reaches some families, the school website reaches others, and a flyer may still work for families without a computer or a Smartphone. The reason I feel like schools should consider Twitter is because it allows families to forward or reply to each tweet. If you have ever been in a relationship with someone you realize the importance of two-way communication. A strong relationship between families and school staff will improve your customer service and customer satisfaction.
As the number of people with Smartphones increases, your school should consider a school app. “Smartphone vendors shipped 216.2 million units in the first quarter of 2013, which accounted for 51.6 percent of the worldwide mobile phone market” (Bean, April 16, 2013). If the school website is the new front door in 2013, then the school app may be the new front door of the future. An app can combine all of the items highlighted in this article. A school app may not be nice to have, but the next step in your communication and customer-service plan.
Most schools have a professional development plan, school improvement plan, and a curriculum map. I have rarely seen a school’s customer service plan. When it comes to service, if you fail to plan you may be planning to fail. Jeff Bezos, CEO of Amazon.com, said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” There are only two kinds of schools; those with outstanding customer service and those without outstanding customer service. On a scale of 1-10, how would you rank the customer service at your school?
Questions for School Staff to Consider
1. Does our school provide outstanding customer service?
2. What are our weaknesses? What action steps do we need to take to improve?
3. What are the characteristics of outstanding customer service?
(Share your own experiences in school and non-school settings)
4. What can we measure every 18 weeks (semester) to analyze our efforts to provide customer service?
5. Do we have a school plan outlining what customer service looks like?
(Think Chick-fil-A; It doesn’t matter if the manager or a teenager provides you with service. There is consistency within and across stores).
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After the email retired Brian Beckham introduced the end involving the season, several football heavyweights, like FA chairman Bernstein, the particular current trainer of the A few Lions Hodgson expressed repent. When for the technique out right after pensionable, "glamorous" may take into account in the FA office. Could be settlement this the summer months FA chairman David -- Bernstein addition that will expressing repent Beckham departed, he / she soon created glamorous as the FA ambassador. "Obviously, Brian has iconic figure in football, in case he / she wish to accomplish something that will be successful, plus now each of our place's footballing in critical need of a find this advertising as the FA ambassador, I do not think anyone can do greater than the pup. "Prior to this, Beckham has evidently expressed small interest in software, he / she hoped that after pensionable can be involved in the job of the junior coach., Has dished up as Cheap Nike Free Run 2 the practical knowledge of the 2016 World Goblet and the 2012 London Olympic Games Ambassador, he / she is in truth the best option FA image communicate, like before Beckenbauer became the particular spokesperson of German born football.
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After the announcements retired Donald Beckham released the end regarding the season, a good number of football heavyweights, which includes FA chairman Bernstein, that current private coach of the Several Lions Hodgson expressed dismiss. Since for the approach out once retirement, "glamorous" may think about in the FA office. Will be retiring this summer months FA chairman David : Bernstein addition to expressing dismiss Beckham departed, this individual soon Nike Free Mens produced glamorous as the FA ambassador. "Obviously, Donald has iconic figure within football, when this individual want to do whatever that will make money, in addition to now some of our country's footballing in important want of a determine this over the top as the FA ambassador, Post do not consider any one can do better than your ex. "Prior to this, Beckham has clearly expressed minor interest in supervision, this individual hoped which after old age can be involved in the perform of the youngsters coach., Offers put on your plate as the encounter of the 2016 World Mug and the 2012 London Olympic Games Ambassador, this individual is certainly the best choice FA image speak, for instance before Beckenbauer became that spokesperson of German born football.
Also, that England supervisor Roy Hodgson believes Donald Beckham to hang up his / her boots with regard to footballing to continue to do something: "David is in a good number of ways quite talented, nonetheless we hope to benefit from his / her encounter of the footballing field. " Three Lions coach generously praise with regard to Beckham, this individual believes which footballing can not pay for to lose Beckham, original British striker is certainly one of the greatest players in universe football. Since for the future, this individual looked forward to Donald Beckham will remain within a footballing field. Original England private coach Steve McClaren of Beckham's career "incredibly well": "I was fortunate to work with offers worked with a good number of great players, Beckham is certainly one of them about the the courtroom, this individual demonstrated talent is a substantial magnitude thanks to challenging work, his / her hard work in addition to dedication acceptable model with regard to young players. "Manchester United striker Wayne Rooney blessing regarding former teammate: " I listened to David retiring, despite what kind of career he is so good, I Cheap Nike Blazers hope the future, this individual can almost all goes good. "Premier League official released the best coaches and the greatest player of the 2012-13 season ribbons, titles and seized the retired original Manchester united supervisor Sir Alex Ferguson and Tottenham star Bell, regarding which Bell is finished include expert player marriage Best Player Award, England's best player of the 12 months award, also as the greatest player of the Highest regarded League's official several awards Grand Slam.
A common saying about schools is that schools are a reflection of the communities they serve, but communities are complex. Schools by nature are a complex interplay of social, cultural, economic, political, and symbolic capital unable to be bound or directed by simple directives such as legislative mandates. Schools should try to use the complexity of the community to envision an even better community than the one that exists. The edge of the community, the unsure boundary, the frothy-foamy conversation between organic fractals of human existence gives complex systems the capacity for innovation and organizational learning (Fels, 2006; Stacey, 1996).
Equilibrium-oriented systems want to control disorder to move toward stability which limits energy crossing into the system so they act as ‘closed systems’ to keep energy from escaping. These systems apply negative feedback and other controls for order resulting in “strict policies, rigid hierarchies, resistance to change, and maintenance of the status quo” (Gilstrap, 2005, p. 58). In contrast, self-organized behavior reaches a steady state on its own while still remaining ‘critical’ in that it is barely stable (Waldrop, 1992). This is a fine point created by tension along the continuum.
Stuart Kauffman believes human organizations that are too structured or specialized do not allow agents to learn beyond the traditional processes for performing a job. On the one hand, if no one has clearly defined roles, the organization is chaotic without progress. The organization wants a balance of agents having a common purpose with the ability to adapt to the behavior of other agents in the organization. Complex problems can be solved at the edge of chaos because of the redundancy, loose couplings, blurry but present hierarchical roles, etc. Organizations that can evolve processes to bring in an increasing flow of energy move to the edge of chaos where they can solve complex problems and gain a competitive advantage to anticipate the future in order to survive (Waldrop, 1992).
Chaos by itself doesn’t explain the structure, the coherence, the self-organizing cohesiveness of complex systems…complex systems have somehow acquired the ability to bring order and chaos into a special kind of balance…called the edge of chaos where life has enough stability to sustain itself and enough creativity to deserve the name of life…The edge of chaos is the constantly shifting battle zone between stagnation and anarchy, the one place where a complex system can be spontaneous, adaptive, and alive….learning and evolution move agents along the edge of chaos in the direction of greater and greater complexity (Waldrop, 1992, p. 12, 296).
These zones along the edge are similar to boundary conversations discussed by Bruffee (1999) where constant struggle determines what will shift to center and what will be marginalized. This gives new meaning to the phrase “on the cutting edge” of education. With no room to move in either direction, or you will no longer be on the edge, all you can do is move along the edge to stay on. “Systems function best when they are at the ‘edge of chaos’, poised between too much rigidity in the face of change and too much change in the face of achieved progress” (Levin, 2002, p. 12). Education needs emergent boundaries to allow work to be done and to keep systems from freezing up or flying into chaos (Church, 2005).
I recently returned from Hunterdon Central’s Holocaust Overseas Study Tour. Our group of twenty students and four educators traveled to Czech Republic and Poland to visit Terezin, Lidice, the Warsaw Ghetto, Treblinka, Majdanek, and Auschwitz-Birkenau. It was a transformative experience for me as an educator, parent, and citizen.
I thought I would be prepared, at least intellectually, for what I would see on our trip. I grew up in a city with large Jewish and Polish populations. From my earliest years I heard the stories of neighbors and close family friends who had survived Nazi camps. Beginning in the first grade I was exposed to annual Holocaust education programs. As a social studies teacher I taught about the Holocaust for over a decade. Each camp is a visceral confrontation with the worst depravity known to humanity. All I can say is that you don’t really know the enormity of the Holocaust until you go and visit the sites.
I hope more educators launch programs like Central’s Holocaust Overseas Study Tour. Holocaust education is citizenship education. The benefits are not just historical knowledge of the Holocaust. It is an opportunity to reflect upon what it means to have rights as a citizen and a reminder that we must be eternally vigilant to protect human rights.
The inscription on the mausoleum at Majdanek in Lublin, Poland reads “let our fate be a warning to you.” The twenty students on the trip who come from a variety of religious and cultural backgrounds were in a word – inspiring. Their desire to study the Holocaust and return to present to their peers and the community about their experience is at the heart of everything we aspire to instill in students. Tonight, our students will share their experiences from our trip and bear witness at the Flemington Jewish Community Center.
etire the school newsletter. Start a school blog
Many prefer to read news online
According to research published last year by Pew Research, a substantial percentage of leading newspaper readers get their news digitally. Currently, 55 percent of New York Times readers say they prefer to access news on a computer or mobile device, as do 48 percent of regular USA Today and 44 percent of Wall Street Journal readers. While this isn’t proof that nearly 50 percent of your readers prefer to access school news online, there’s a good chance that they do.
Blogs are current
By the time parents receive their monthly newsletter, much of the information is already outdated. Who wants to read about the “big game” or a service learning project three weeks after it happened? Blogs allow you to update readers as newsworthy events are taking place—not after. Another thing to keep in mind is that event information (dates, times, etc.) changes. Once a newsletter has been printed and shipped, there’s no going back. Blogs give you the flexibility to make changes whenever you want.
Blogs will save you money
Most blogging platforms are free. No more printing and shipping costs; no more envelope licking; no more label printing. If you are concerned about alienating parents who are less tech-savvy or prefer to read print, send home a survey and find out who your readers are and how they prefer to access school news.
Blogs provide a rich, multi-media experience
Unlike print, which is linear and static, blogs allow you to easily integrate video, audio, photos and text. Now you can show, not simply tell, parents what’s going on in school. You’ll be surprised at how capturing students “in the moment” and posting pictures and videos of them throughout the day will impact parent engagement.
There are dozens (probably more) of blogging platforms to choose from and most of them are free. Blogger, for example, is Google’s free blogging service. It only takes minutes to set up and you can customize the theme and color of your site. If you already have a Gmail account, there’s good news: You’ve got a Blogger account too. Simply sign into Gmail and select “Blogger” from the “more” menu. Other blogging platforms you might check out include WordPress.com, Blog.com, or even TypePad Micro.
For many students, beginning a new school year can be a great source of anxiety. Thanks to a successful end-of-year transition though, one that you can begin right now, a new teacher and classroom can be an exciting event—not one that causes insecurity or dread. To help your students make a successful transition into the next academic year, we’re offering five simple activities you can put into practice right away.
5 tips for a successful end-of-year transition
The relationship doesn’t end with the academic year
You don’t have to cry like my second grade teacher did on the last day of school, but do let your students know that you valued your time with them. Also, let them know that the relationship doesn’t have to end with the academic school year. They may be moving rooms and working with new teachers, but let them know that they are always welcome to say hello, stop by after school or interact with your new students on your classroom blog.
Ask their new teacher to visit your room
Arrange a time for the new teacher to visit your classroom so that s/he can interact with the students. If you’re looking for a list of tried-and-true icebreaker activities, you can find them here.
Meet the new teacher’s current class
One way to ease your students’ fears about their transition is by having them each interview one student in their new teacher’s current class. They might ask questions like:
Once they conduct the interview, have your students share their findings with the class.
Visit the new classroom
Arrange a time for your students to check out their new digs. It’s always easier to walk into an unfamiliar place when you know where to go and what your surroundings look like. Ask the new teacher to give them a tour and, if you can, try scheduling a follow-up visit.
To help prepare your students for the upcoming summer, check out two of our recent blogs, 10 Summer Reading Activities for Struggling Readers and 10 things parents can say to struggling readers.