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Kaufman discusses “why customer service training is missing the mark” in a Chief Learning Officer article last month. He writes:

It’s time to stop training employees in customer service and start educating them for sustainable results…

The differences between training and educating result in two distinctly different types of service. Trained employees will usually provide customers with consistent and scripted service. They’ll do what is needed to fulfill normal customer requests…

In situations where education is required — and service is certainly one of them — leaders must fully engage employees. Service education shifts people’s point of view and enables them to truly see the world from the customer’s perspective. This is achieved by applying fundamental service principles to observe and appreciate the customer’s experience from the outside in. Leaders must give employees opportunities to work out problems with each other and to discuss various approaches and options. Doing so develops a higher level of thinking and a greater degree of thoughtful problem solving and leads to a genuine attitudinal shift.

What does this mean for educational leaders from a teacher perspective? High and middle performing teachers expect leaders to know what teacher needs are and to care enough about them to find solutions that meet them. High and middle performing teachers want to work in a place they enjoy and where they can prosper and learn. Most importantly, they want to work in a place that lends them every opportunity to make a difference in the lives of their students.

Leader rounding provides an effective way for leaders to engage with teachers and to establish genuine relationships with them.

Rounding for outcomes is a way for leaders to gather information so that they can handle issues or needs in a proactive rather than reactive way.

Leaders rounding on teachers produce more engaged and more satisfied teachers; teachers rounding on students produce more engaged and more satisfied learners.

Rounding allows school leaders to gain insight on what techniques are working for teachers, which teachers deserve to be recognized, and what tools and equipment teachers don’t have but need in order to do their jobs in the best way possible.

Rounding is one of the most important actions school leaders can perform. However, for the practice to be successful, it must be scheduled in a consistent way. School leaders should place a high level of importance on rounding and should make sure they round on each of their teachers at least once a month. Some school leaders at large schools assign their assistant principal a group of teachers if they think they will not be able to get around to all of the teachers in a given month.

 

 

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Kaufman, Ron. (06/13/2012). “Why Customer Service Training is Missing the Mark,” Chief Learning Officer: Solutions for Enterprise Productivity. Retrieved online 07/03/2012 at http://clomedia.com/articles/view/why-customer-service-training-is-missing-the-mark/1 (multiple pages).

Our mission at Studer Education is to provide students with a great place to learn, teachers with a great place to teach, and parents with confidence that their children are getting a great education. To do this we teach teachers and leaders how to get the best student learning results and create results-oriented school cultures. Visit us online at http://studereducation.com to learn more about Studer Education Teacher Development Institutes (TDIs), Leader Development Institutes (LDIs), and Evidence-Based Leadership. Studer Education is a division of Studer Group, the recipient of a 2010 Malcolm Baldrige National Quality Award.