Turning schools closures into customer service wins

Consumer Watch

Cresencia Marjorie Chiremba    

As schools across Zimbabwe officially call it a day for the second term, there is a golden unique opportunity for businesses and organisations to reflect on and enhance their customer service strategies.

The closure of the school term not only marks a significant period for students and educators, but also presents a valuable moment for businesses to engage with their customers in meaningful ways. Today, I explore how the end of the school term can be leveraged to improve customer service and foster stronger community relationships.

Understanding the Impact of School Term Closures

The end of the term is a time of transition for many families. Students are relieved from their academic responsibilities, parents adjust their schedules to accommodate their children’s presence at home, and educators take a well-deserved break. This period of change can have a ripple effect on various sectors, including retail, hospitality, and service industries. Understanding these dynamics is crucial for businesses aiming to provide exceptional customer service during this time.

1. Anticipating Customer Needs

One of the key aspects of excellent customer service is anticipating and meeting customer needs. With the closure of the schools, businesses can expect an increase in family-oriented activities and purchases. Retailers can stock up on items that cater to families such as educational toys, books, and outdoor games. Restaurants and cafes can offer special family-friendly menus and promotions to attract parents and children looking for a place to unwind.

2. Enhancing Communication Channels

Effective communication is the cornerstone of good customer service. During the school term closure, businesses should ensure that their communication channels are open and responsive. This includes updating websites and social media platforms with relevant information about promotions, events, and special offers. Additionally, businesses can use this time to gather feedback from customers about their experiences and areas for improvement.

3. Offering Flexible Services

Flexibility is a key component of customer satisfaction. With children at home, parents may have different schedules and needs. Businesses can offer flexible services such as extended hours, home delivery, and online shopping options to accommodate these changes. For instance, a grocery store could provide a special delivery service for parents who find it challenging to shop with their children.

4. Creating Engaging Experiences

The end of term is an excellent opportunity for businesses to create engaging and memorable experiences for their customers. Hosting events such as family fun days, workshops, and educational activities can attract families and foster a sense of community. These events not only provide entertainment but also allow businesses to showcase their commitment to customer satisfaction and community engagement.

5. Training Staff for Enhanced Customer Service

Customer Service excellence begins with well-trained staff. Businesses can use the school term closure as an opportunity to conduct training sessions for their employees. Training can focus on improving communication skills, understanding customer needs, and handling challenging situations. Well-trained staff are better equipped to provide exceptional service, leading to increased customer loyalty and satisfaction.

6. Supporting Educational Initiatives

Businesses can also use this period to support educational initiatives and give back to the community. Partnering with local schools to sponsor events, provide resources, or offer scholarships can enhance a company’s reputation and demonstrate a commitment to education. Such initiatives not only benefit students but also create positive associations with the business among parents and educators.

7. Leveraging Technology for Better Service

In today’s digital age, technology plays a crucial role in customer service. Businesses can leverage technology to streamline their operations and enhance customer experiences. For example, implementing a customer relationship management (CRM) system can help businesses track customer interactions and preferences, allowing for personalised service. Additionally, businesses can use social media and email marketing to keep customers informed about end of term special offers and events.

8. Promoting Health and Safety

With the ongoing concerns about health and safety, businesses must prioritise the well-being of their customers. Implementing and communicating health and safety measures, such as regular sanitization, protocols, and contactless payment options, can reassure customers and enhance their confidence in the business. This is particularly important during periods of increased foot traffic, such as the end of the school term.

9. Building Long-Term Relationships

The end of the school term is not just a short-term opportunity but a chance to build long-term relationships with customers. By providing exceptional service and creating positive experiences, businesses can foster customer loyalty and encourage repeat businesses. Personalised follow-ups, loyalty programmes, and exclusive offers can help maintain these relationships beyond the school term closure.

10. Reflecting on Customer Feedback

Finally, the schools closure is an ideal time for businesses to reflect on customer feedback and make necessary improvements. Gathering feedback through surveys, reviews, and direct interactions can provide valuable insights into customer preferences and pain points. Businesses can use this information to refine their strategies and enhance their overall customer service approach.

As students and families navigate the end of the school term, businesses that prioritise exceptional customer service will stand out and thrive in the competitive market.

Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. For comments, suggestions, and training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335, 0772 978 335