Fierce Competition for Enrollment, Retention Sees District Turn to Customer Service

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Dive Brief:

• Aided by technology, Fort Wayne Community School District in Indiana, a district serving 31,000 students, is taking a classic approach to being competitive by offering excellent “customer service” to students and their families.
• Though it may sound simple, District Administration reports that there are "serious operational and philosophical changes" that had to be considered in the transition, including training the entirety of school staff.
• "Let’s Talk!" Is a cloud-based “listening station” designed specifically for K-12 schools, and Fort Wayne has used it to make sure it solicits feedback from school community members.

Dive Insight:

Key to good customer service for public schools is making sure everyone is trained, says Fort Wayne Superintendent Wendy Robinson. Robinson also stresses that while tech is a useful tool, it’s a means to an end and not the end itself.

“Make sure anyone who interacts with the public receives the education and the professional development to effectively meet your goals,” Robinson told District Administration. “Every community member should know that you are committed to listening and responding to their concerns.” That can make or break the experience.

By using Let’s Talk!, Robinson’s district is able to respond to community feedback within 48 hours, she reports. Feedback is also solicited simply, through buttons that relate to various topics.