This past summer I read the book
Raving Fans written by Ken Blanchard and Sheldon Bowles. This book was recommended by a staff member. The book is all about customer service in different industries. I think in education we do work in the customer service industry on more than one front. Thinking of a person from the community coming into our building and being greeted to viewing our students as customers in some cases. Really customer service is how a person treats another person. In the linked article by Mark Sanborn he discusses ways to "not get fired by your customer." Take a look at the article and think about ways it can translate to your classroom.
Click
here for the article.
Questions to consider:
- Are customers happier when they do business with you? If not, what will you do differently?
- Are customers unhappier after they do business with you? If so, what will you do to change?
- What are you doing to teach you team how to create positive emotions and experiences and prevent firings?
It's interesting that the article talks about "The deciding factor in business is usually how people feel about doing business with you, regardless of the product or service you provide." Personality and likability are big factors in whether or not students are going to be willing to learn. Sure, students can learn from you if they dislike you (vice versa), but they tend to get more in-depth with the process if they grow to like their teacher as an individual. The speech students are working on this idea now; how can you appeal to an audience that is filled with people who may dislike or disagree with you? As we are figuring out, many people just want to feel connected to the speaker/teacher/business figure so they feel like they are being cared after.
ReplyDeleteI think the book might be a god read for you.
ReplyDelete