Education | Customer Service Solutions, Inc. - Page 2

When You Can’t Say “Yes to the Address” - 2/7/23


I was interviewing a frontline staff person for one of our local government clients recently as part of our CSS Training Development Process.  They described their customers and the difficult situations that they face, their tougher conversations with customers. This individual supports local events, so there’s a lot of planning involved.  Read more

How to Fix Other People’s Problems - 1/31/23


I was helping a friend navigate some healthcare processes recently, so I conducted a 3-way call with my friend and the physician practice to try to get things cleared up.  The employee I spoke with on the phone - let’s call her Katie. There had been poor communication between different Read more

What to do When You’re in the Middle - 1/24/23


Bob and Sarah are arguing, and you’re in the middle.  Bob’s an employee, and Sarah is a customer, and they have a difference of opinion.  Somehow you’re involved even though you didn’t have anything to do with the interaction in question, the complaint being addressed.  You find yourself being Read more

Is the Customer Issue an Organizational Issue? - 1/17/23


Customer retention is vital.  Most of next year’s customers are going to be those who are this year’s customers. So, the more you lose today, the fewer you will have tomorrow.  Organizations conduct research, data mine, or bring in consultants to help identify those customers who may be most Read more

Decide Who’s Driving the Bus - 1/10/23


I once heard a speech titled: Who’s driving the bus? I knew the speaker beforehand, so that made his talk extra special.  It was funny and relatable and held many words of wisdom.  The crux of the speech was that every one of us has our own facets, our own Read more

Create a Personal Vision for the Year - 1/3/23


This time of year is all about the New Year’s resolution.  We’re going to exercise or eat differently!  Then…2 months later, who knows what’ll be happening, but at least you set a goal.  For many of us, that’s progress. For businesses, that New Year’s resolution often has to deal with Read more

Avoid Making a Bad Situation Worse - 12/27/22


Twitter.  When you hear that word, does your temperature rise?  Do you roll your eyes?  Do you ask: What is Twitter? From a customer service perspective, Twitter has evolved into a virtual place for consumers to complain about businesses.  For those businesses savvy enough to understand the importance of communicating Read more

2022 Holiday Poem - 12/20/22


The year is winding down. The work is still up front. We’re making that transition to close out the 12th month. We’re trying to find a balance between personal life and work. Trying to be kind to people even if they’re acting like a jerk. It’s taking all of our patience and our Read more

Open Minds and Ornery Customers - 12/13/22


We all have to deal with some crazy customers, at times.  They might be loud or sad.  Flighty or mad.  They may have unrealistic expectations or think it’s OK to skip past people in line because their need must be more important than the others.  Some are rude, some Read more

Apply These Values for Great Customer Service - 12/6/22


One of the industries where we do a lot of our work is local government.  These CSS clients are not necessarily selling a product or having the number of competitors that a lot of our private industry clients and our sports clients face.  But they need to deliver a Read more

Districts Can Take Customer Service to HEART

Posted on in Business Advice, Education Please leave a comment

Blog 2-4-15“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often a discomfort with viewing students as customers.

But the idea of serving others is clearly important to those in education – it’s amazing how much care that education industry professionals can show for that student – whether they’re the kindergartener or the near-term college graduate. So where there’s care, there’s a heart part to what people do in education.

To learn to best deliver what we’ll call “Service Excellence” to students, parents, and others inside and outside of the school district, the Cleveland Metropolitan School District is partnering with the Cleveland Clinic on training that taps into their HEART customer service training program. According to the article Cleveland school district getting heart-to-heart talks from Cleveland Clinic, the District is “no longer a monopoly in the market where people go to school because we said so.

Competition has spurred this focus on Service Excellence, and the training is just a piece of what the District’s doing. They’re also “labeling” (in a good way) staff’s roles beyond their functional responsibilities to also address their role in the service experience. A local community college is better measuring satisfaction, and they’re sharing results with the community to raise transparency about performance.

When you think about competition, growth, and success in the eyes of a community – don’t be daunted by the challenges, and don’t try to manufacture growth or focus on the competition. To get there, you have to start here – inside the organization.

Equip staff with the tools, motivation, training, and expectations to deliver Service Excellence. Take Customer Service to HEART.

Did you like this post? Here are other Education-related posts:


From Anaheim Schools to All Our Ears – Purpose and Strategy

Posted on in Business Advice, Education Please leave a comment

Blog 9-11-14I’ve been hearing the word “Purpose” a lot lately. It’s being used to address a person or organization’s mission and how that mission is above and beyond the function being performed.

“Purpose” in the world of education has a very clear meaning to Superintendent Michael B. Matsuda of the Anaheim Union High School District. In a recent Orange County Breeze article, the Superintendent welcomed the students and families into the new school year, but he did it in a different way – strategically, yet personally.

When people think about strategy, they think about planning, tactics, timetables, and milestones. But what that strategy should start with is the Vision, Mission, or Goal – in this Superintendent’s case, the strategy starts with a discussion of Purpose. He notes that “we must align all stakeholders under the common goal of graduating our students college and career ready with purpose.” He links those educational purposes then to community purposes: “A quality education for every child will benefit them through job readiness, a better economy, higher property values, and lower crime rates.”

He then gets into tactics, talking about feeder districts and higher education stakeholders. He talks personally about needed actions for staff and parents, and he discusses fiscal matters. He ends by closing the loop on whom the Purpose is for – the students.

The key lesson learned from Anaheim for K-12 schools and other school districts is this: Before launching the next great initiative, before getting too strategic, and DEFINITELY before getting too tactical, do two things. First, be clear on the Purpose and how that Purpose is about the experience of the student and preparing the student for the future. Second, be intentional about identifying all the stakeholders in the process and educating them on how living that Purpose relies on them and – ultimately – impacts them.

Be clear on the Purpose to best align all actions and stakeholders toward a common future.

Did you like this post? Here are other Education-related posts:


Culture Transformation and K-12 Schools

Posted on in Business Advice, Education Please leave a comment

Blog 4-24-14Changing a culture in an organization of any size is a challenge – but it’s often a challenge that must be addressed if the organization wants to succeed. And in the world of K-12 school systems, the organization’s success is dependent on the student’s success, so culture change has an even higher calling – to improve the capabilities and likelihood of success of the children.

In the article Allentown School District proposes new high school as part of ‘transformation of our culture’, the school system is trying to create a new focus for many of its students through the development of a new high school – one that is local-industry focused and requires a great deal of partnering with local businesses. This is a new way of thinking, of building, of teaching, and of growing the talents and confidence of local youth.

When describing the overall culture transformation process, the Superintendent states “It will not take 10 days, or 10 weeks; it may even take 10 years before it’s all over because we’re talking about a fundamental, systematic change.” The article notes that “District officials hope this change will keep the district relevant and competitive with charters.” The School Board President notes that “This is a vision, and we all know that visions cost money.”

A way to summarize these key points is to say that competition can be a driver of change. Change requires a vision, that new vision often requires a new culture to enable it to succeed. And to succeed in the long-term, sometimes it takes a longer-term view, time, and money.

This is not a negative about change and competition. In the public school world, it’s become a reality. And to those K-12 organizations wanting to succeed long-term, doing as has always been done is a recipe for a slow, painful demise.

Look to the future with a vision about how to improve the capabilities and likelihood of success for children; then determine the culture that’s required to begin moving toward that vision.

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Learn about our CSS Education services at: http://cssamerica.com/education-industry