How to Address Parental Complaints

How to Address Parental Complaints | Two parents speak with their child.

By Jessica Vician

One may not think of customer service as part of a school’s role, but when it comes to creating and maintaining a partnership between the school and parents, customer service plays a critical role.

Think about parental complaints. Parents might submit a complaint to the principal about a teacher’s disciplinary methods, or to a teacher about how much homework the child receives. Do you have a formal process to address parental complaints? If so, does every member of your staff know that process and follow it?

Use basic customer service principals in addressing parent complaints: thank the parent for bringing the complaint to your attention, acknowledge the complaint and make sure you understand exactly what it is, offer solutions to address it.  Continue reading