October 2010
Monthly Archive
How a school headmaster uses SMS to be a customer service hero
MattE 26 Oct 2010 | : consumer engagement, SMS
The children’s school is hardly the place were one would go looking for customer service case studies, so when such a case study presents itself, it is an opportunity too good to pass up.
Some time ago we wrote about how Wayne McMurtrie, Principal of Emu Park State School in Queensland, kept parents informed about a class’s return trip from a camp. This camp was on an island off the Queensland coast and while they had travelled out in a relatively small boat, deteriorating weather conditions saw their return to shore brought forward.
Not only did Wayne use SMS to inform parents of the intention to leave earlier, but he also sent further messages explaining that due to sea conditions a bigger boat was going to be used for the return journey, but also asking if parents wanted to collect their child from the dock or taken back to school.
