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PD@DSC '25
Friday March 14, 2025 10:15am - 11:15am HKT
This session aims to introduce the customer service design approaches and best practices from outside the education industry to support teachers and schools in managing public relations and parent expectations (especially those from traditional school backgrounds).
 
Core parts of the session:
1. Understanding your parents through the lens of the research-supported framework (skilled, semi-skilled, detached)
2. The customer satisfaction equation (expected service vs perceived service)
3. SERVQUAL model (reliability, assurance, tangibility, empathy, responsiveness)
4. Evidencing as a core approach for improving the parental perceptions of school
Speakers
avatar for Jakub Peciak

Jakub Peciak

Academic Principal and Head of International Programmes, Benenden Bilingual School Guangzhou
Mr. Peciak is a highly organised and detail-oriented intercultural educational leader experienced in the demanding Chinese bilingual and international education sector.Having graduated with an MA in Economics, he abandoned a career in business, following his passion for teaching instead... Read More →
Friday March 14, 2025 10:15am - 11:15am HKT
Poets’ Corner (5/F, Room 526-527, Secondary Building)

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