Providing quality customer service in your childcare program is the foundation for growing and establishing your success. Establishing a strong customer-service policy will ensure you continued success. Consider this: A family enrolling one child in your program will spend approximately $5,000 to $10,000 per year with you. What can you do to protect and ensure that income remains in your business?
One way is by creating a customer-service plan. A customer-service plan is a handbook that you create that governs your response to parents and children and to ensure you are fulfilling your families’ needs and expectations before and during enrollment.
By creating a customer-service plan, you remove yourself from making an emotional decision and you create a process for handling customer-service issues.
Four Steps to Creating a Customer-Service Plan
Ideally, high-quality customer service is embedded in your program’s culture. It applies to all program personnel and should be included in all of your handbooks and procedures.
Step 1: Know what is expected of you and your staff’s services
Step 2: List how you will meet your families’ expectations
Step 3: How will you handle problems? List each step for you, your staff and parents to follow
Step 4: Create forms for staff and parents to use to report concerns
For more one-on-one help with creating a customer-service plan, contact me today@[contact-form-7 404 "Not Found"]