Service Recovery
Information Classification: Tier 2 - Internal
Authored by: Myron (6 Jun 2025)
Last modified by: Myron (6 Jun 2025)
Scope: All Mynt-operated schools and covers any parent-raised matter, from minor queries to serious incidents.
Keywords for AI/Search: service recovery, parent concern resolution, complaint handling, quality assurance, customer (parent) satisfaction, follow-up process
Summary: At Mynt, service recovery means turning a parent’s concern into an opportunity to deepen trust. We respond swiftly, listen with empathy, and follow a clear, step-by-step process to resolve issues and prevent recurrences. By closing the loop with families and sharing lessons internally, we build a culture of continuous improvement that keeps every child’s experience at the centre of our decisions.
Purpose:
To reassure parents that their concerns will be handled promptly, transparently, and professionally.
To give staff a practical blueprint, that drives consistent, high-quality resolutions.
To capture insights from each case so the wider organisation can refine policies, training, and service standards.
Service Recovery for Parents in Our Schools:
In our school, we are committed to providing exceptional care and building strong, positive relationships with our families. As part of our service recovery process, we take the extra step to ensure that any concerns raised by parents are fully addressed and resolved to their satisfaction.
Through this service recovery process, we aim to demonstrate our ongoing commitment to nurturing both children and the families who entrust us with their care.
Steps to Ensure Each Matter is Resolved with the Utmost Care:
Issue Identification:
A parent raises a concern or issue with the preschool.
Listen to the parent and empathise with them when possible, striving to understand their perspective.
Action Taken: Depending on the situation, the school will either:
A) Take immediate action to resolve the issue.
B) Investigate the matter, providing the parent with a promised time frame for updates and proposed solutions. Keep the parent informed of progress throughout this process.
Follow-Up:
Depending on the urgency of the situation, initiate a follow-up call or meeting within 2-3 days to share findings and actions taken to resolve the issue.
If the parent shares additional concerns or suggestions, the school team will review them and take appropriate actions to enhance services if needed.
Suggested questions to ask the parent to assess satisfaction with the outcome:
Do you feel the situation has been fully resolved?
Are you satisfied with the outcome?
Do you have any suggestions on how the school can improve its handling of such issues in the future?
Consider the parent's feedback and implement any new approaches for handling similar situations with care.
Allow time (e.g., 1-2 weeks) for the new practices to be implemented.
Final Review to Close the Case:
2-3 weeks after the issue is resolved, schedule a follow-up with the parent to assess their views on how the situation was handled.
Update the parent on the new practices in place to reassure them that their feedback has been taken seriously.
Once the follow-up is completed and the parent is satisfied with the resolution, or the school has made a balanced effort to address the situation, the case can be considered closed.
Team Reflection & Knowledge Sharing
School-level sharing: The staff member involved summarises the case, actions taken, and outcomes during the next team meeting.
Management-level sharing: Where the learning has broader implications, the principal presents a concise briefing at management meetings.
Goal: Foster collective learning so good practices spread quickly and similar issues are resolved faster across all centres.
This step-by-step process ensures that every parent feels heard, valued, and confident in the care their child receives at the preschool.
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