When I take a session on customer service in schools, I ensure to emphasise the place of emotional intelligence (EI) as one of the most powerful tools that your staff can have. Emotional intelligence helps staff connect on a deeper level with the students, parents, other collegues, and management. It allows them to handle situations with empathy, patience, and understanding, making every interaction more positive and productive.
Let’s have a look at how emotional intelligence can transform customer service in schools and create a supportive environment for parents, students, and staff.
But first, let's ask ourselves this important question....
What is Emotional Intelligence?
Emotional intelligence is the ability to recognize, understand, and manage our own emotions, as well as the ability to recognize and influence the emotions of others. In a school setting, it means being aware of how your words and actions affect parents and students—and knowing how to respond to their emotional needs in real time.
Good! Having defined emotional intelligence, let's now move on to what it can help us to achieve in school customer servcie.
1. Building Stronger Connections with Parents
Parents want to feel that they are heard, respected, and valued. When your staff approaches every interaction with emotional intelligence, they can better understand the parent’s perspective and respond appropriately. For example, a parent might express frustration about their child’s progress. Instead of dismissing their concerns or offering a quick solution, an emotionally intelligent staff member will listen carefully, acknowledge the parent’s feelings, and show genuine empathy. This helps to diffuse the situation and also builds trust.
2. Handling Complaints with Empathy and Patience
Believe me when I say thiss: complaints are part of running any school. But how those complaints are handled can make all the difference. Emotional intelligence plays an important role here. When staff are equipped to manage their own emotions and remain calm, they can approach complaints with patience and professionalism. An emotionally intelligent response acknowledges the parent’s frustration without becoming defensive, offering solutions rather than excuses. This turns what could have been a negative experience into an opportunity to strengthen the relationship with the parent.
3. Enhancing Student-Parent Relationships
The relationship between parents, students, and the school is vital for success. Emotional intelligence helps staff connect with both students and parents, understanding their needs and expectations. When a teacher recognizes that a student’s behaviour might be connected to stress at home, for example, they can handle the situation with more compassion. Similarly, understanding a parent’s concerns and responding thoughtfully creates a supportive environment where both students and parents feel cared for.
4. De-escalating Conflicts
Conflicts can arise in any school setting, whether it’s a disagreement over school policies or a misunderstanding about a child’s progress. Emotional intelligence allows staff to stay calm and focused, even in the midst of tension. By recognizing the emotions involved and addressing them with care, staff can de-escalate conflicts more effectively. When parents feel that their concerns are being taken seriously and respectfully, they are more likely to work towards a solution rather than becoming more upset or even hostile.
5. Creating a Supportive School Environment
A school with emotionally intelligent staff is a more supportive and positive environment for everyone—students, parents, and staff alike. When emotional intelligence is part of your school’s culture, it’s easier to create an atmosphere of trust, respect, and cooperation. This helps to improve customer service and it also makes your school a place where parents feel confident and students feel safe and understood.
How to Develop Emotional Intelligence in Your School
Like any skill, emotional intelligence can be developed with training and practice. Schools can include EI as part of their professional development programs, teaching staff how to recognize and manage emotions, practice empathy, and improve their communication skills. Ongoing training and support will help keep emotional intelligence front and center in every interaction.
Are You Ready to Strengthen Emotional Intelligence in Your School?
If you want to improve customer service in your school by developing emotional intelligence among your staff, I’ve written a great ebook 'Exceptional School Customer Service to guide you through the process. It’s filled with practical strategies to help your staff connect better with parents and students.
For a copy of the e-book or to arrange customer service training—whether virtual or in person—contact me via email at nancy@pezusmithconsulting.com or WhatsApp at +234-8035880367.
Let’s work together to create a school culture where emotional intelligence leads to exceptional customer service! You can do it, and I'm cheering you on to succeed at providing exceptional school customer service!
The picture above was taken when I trained a school on customer service in Calabar in Nigeria.
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