Top Tips to Improve Customer Service in The Education Sector

Traditionally, our education system has been somewhat unaware and estranged from the concept of customer service. However, with increased privatization, digitization, globalization and competition, Indian schools and colleges are now acknowledging the importance of considering a student as a customer, and offering education as a product (via books, modules, e-learning resources) or service (via training and tutorship). Customer Service in the Education Sector has gained even more momentum due to online teaching mechanisms. 

Let’s find out how all academic organizations such as schools, colleges and online reaching establishments can boost their customer service and succeed in these trying times:

1) Change perception

All change begins with how one perceives things. It would be impossible for any school management or faculty to offer a positive customer experience, without seeing students as their customers. With this quick adjustment, the whole scenario can change! 

Some of the immediate changes that can occur include a happier environment, less stressed students, and more positive feedback from parents. We will explain exactly how this can happen in the following points.

2) Use data to personalize

One of the main complaints about the traditional schooling system was its inability to recognize individuality in students. With technology and advanced databases, schools can access students information, create separate student personas or in smaller groups, and address their unique needs better. In this way, every student voice is heard and there is no need for opposition or student unions. 

This is especially relevant to institutes offering higher studies at the University levels. The mix of age groups, ethnicities, and backgrounds makes it important to use student data to understand them all and cater to them.

You may also like:  How Intelligent Data Capture Can Bolster Customer Experience 

3) Utilize the right technology

Some educational institutes may be overwhelmed with selecting the right customer service tools or worried about investing in ones that don’t give maximum results. Instead of installing a complete customer support mechanism tools such as live chat or AI-powered chatbots work best with the student database. A resource bank of FAQs and blogs on your website is another way to enhance your customer service.

You may also outsource customer service to a fully equipped customer support company and sign up with a customized package.

Related: Why is CPaaS Critical to Customer Experience?

4) Focus on First-Response Time (FRT)

With it comes to a child’s education, parents can be impatient. An educational institute’s responsibility is to re-assure parents, give adequate information and be there every time a parent reaches out.

The only ways to guarantee a high FRT is to:

a) Install automated tools

b) Outsource the customer support function

The FRT metric is a powerful one and can be the deciding factor between your institute and any other, for parents or students when choosing. And it begins with your admission enquiry cell.

5) Never say ‘no’!

No parent or student wants to hear responses such as ‘No, not possible” or “That’s not our problem”. The target customer for any educational institute is largely motivated and on a journey to achieve something, reach greater heights. Also, it is a usually a younger customer base who needs support and guidance, not discouragement.

So, instead of “no”, try “That’s a good idea but why don’t you try ….. instead?” Or “I’m sorry, that may be a bit difficult. But maybe you could do it this way….”. Responses such as these are motivating and result in more satisfied customers and optimum customer service, without investing a lot or making too much effort!

Syrow – Your customer support partners

Syrow is one of the top Customer Service Outsourcing companies in India, that offers a complete suite of Customer Care Services for you to take the first step towards Customer Satisfaction and Business Excellence.

Our customer care center works on behalf of clients, to manage tasks efficiently using quality processes & services. By adopting a research-led approach, Syrow equips organizations with powerful insights that can transform the way they perceive business challenges.

Our teams consists of domain-specific experts who can help companies develop innovative strategies in order to compete and win in the industry segment they operate.

For guidance or services for your customer service requirements, contact us today. Our teams are waiting to hear from you.