ONGOING CUSTOMER COMMUNICATION
Building an excellent relationship with parents is crucial to the business. Emails work well for continuing conversations once a rapport is established. Texts are best for urgent notifications, such as weather-related changes. Social media is a good way to update parents on upcoming classes. Make sure you and your team are available after each class to answer questions.

DEALING WITH COMPLAINTS
Complaints are inevitable and should be treated as an opportunity to improve. Thank the parent for raising the issue, then ask questions to understand the facts and their point of view, even if you disagree. If the parent is upset, listen first without interrupting. Work out what resolution they're looking for and try to find a compromise. Complaints can take more than one call to resolve. If a parent raises a complaint directly with Head Office, we'll liaise with you to reach a satisfactory outcome together.