PD@DSC '25

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