Exceptional customer service is everyone’s responsibility, not just that of front-facing staff. I learned that maintaining a positive, student-centered culture depends on how well we listen, respond, and take ownership at every level of the organization.
One key insight was the importance of consistency in follow-up, communication, and complaint handling. Every interaction creates a lasting impression, and it's our job to ensure it's positive. I also appreciated the emphasis on viewing complaints as opportunities rather than threats.
