May 2007-Customer Service

On this post, there is a video from youtube with the audio from a customer service call to HP from a man who needed software sent to him primarily because of a mistake made by the company itself when he sent his computer in to be fixed. During most of the call the customer service agent asked questions about different identifying numbers of the computer (which is apparent upon pulling up the file), and the man was left on hold for most of the time as well. After the phone call was disconnected, another person from HP called the customer back to ask him about his experience with customer service and his phone call.

Mr. Fisch posted this video to remind teachers that our students are like our customers. I really liked this quote from him: "It seems like most of the time (at least in my little corner of the world) that instead of being treated as the customer, we look at it in the opposite way. That the folks that are supposed to be serving the customer in each of those relationships are instead looked at as the ones with the "power" in the relationship. That too often administrators are treated like the customer of teachers, that teachers are there to meet administrator needs. And that teachers don't think of their students as customers often enough, but instead the students are supposed to meet our requirements."

It is important for us to take special care and time for each of our "customers." Poor customer service has almost become expected when dealing with companies on the phone. Has the same concept become expected in the classroom? We hope not! Being conscious of our students needs and doing everything we can for the best learning atmosphere and opportunities possible is our duty. Is this not customer service?