How do educational and training institutions handle parental complaints?

Time:2025-12-30

Source:Artstep

Training institutions encounter various problems, which are often caused by inadequate management, in addition to objective factors beyond their control; And the parents' complaints have sounded the alarm for a weak management link.

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So, when facing complaints from parents, how should the training institution, as the target of the complaint, respond and handle it?

1. Open a complaint channel

Instead of worrying about being complained about, it's better to face it calmly and open up channels for parents to complain, so as to remain unchanged and adapt to changes. As the saying goes, those who are in the right place are confused while those who are bystanders are clear. Complaints are not always a bad thing for training institutions. Sometimes, it is precisely because of parents' complaints that training institutions face their own problems, make efforts to improve, and achieve long-term development.

There are generally several complaint channels that training institutions can establish. Training institutions with scale and conditions can establish a complaint mechanism handling team, preferably with front desk staff responsible for handling and promptly following up on resolving parental complaints.

Phone complaint:

Open a telephone complaint hotline for training institutions and assign a staff member specifically responsible for answering complaint calls and following up on parental complaints. The service industry places special emphasis on customer experience satisfaction. For example, in the transportation industry, passenger buses, taxis, etc., a dedicated supervision and complaint hotline will be posted on the body of the vehicle to give customers more peace of mind.

Online Complaints:

Publish the email address of the training institution and receive relevant complaint information via email. If there is an official website for training institutions, a complaint opinion column can be opened on the website, where team members can check and register complaint information daily and respond promptly; Those with sufficient personnel can also open online customer service to receive real-time complaints.

Complaint mailbox:

Install a dedicated complaint mailbox at the entrance of the training institution to receive complaints from parents. This may be more applicable to some older parents.

Visiting Complaints:

Establish a parent opinion room (if conditions permit, the principal's office can also serve concurrently), dedicated to receiving parents and handling their complaints and disputes. This is also for the sake of the reputation of the training institution, because if visiting parents complain directly in the lobby or front desk, it will definitely have a negative impact on other parents who come to inquire and register.

Opening up a parent complaint channel not only demonstrates the courage of training institutions to take responsibility, but also earns the trust and favor of parents. It is a positive approach for training institutions to open up new avenues and is worth trying.

In addition, mindset is crucial for training institutions when dealing with complaint incidents. Firstly, it is important to maintain a calm mindset, without worrying excessively about complaints, and to actively approach problem-solving. Secondly, the issue of parental complaints must be given high attention and a responsible attitude must be demonstrated. Furthermore, when facing complaints, one should have a sense of urgency, come up with a solution as soon as possible, and gain the approval of parents. The faster the problem is resolved, the better.

2. Establish a processing mechanism

Although being complained about may seem shameful and have a negative impact on training institutions, on the other hand, through the problems reflected in customer complaints, training institutions can better examine their own shortcomings, improve deficiencies, and promote development. Therefore, training institutions must attach great importance to the issue of parental complaints and require staff to strictly follow the system.

The process of complaint handling is generally as follows: listen to and understand the parents' demands - keep a record of the complaint issues - investigate and verify the complaint issues - come up with a solution - provide timely feedback to parents - effectively solve the problem.

In daily complaints, although there are various forms, telephone complaints and visiting complaints are the most common. The first person to contact the complainant is often the front desk staff of the training institution. Therefore, the service attitude and handling methods of the front desk staff directly affect the outcome of the incident and customer satisfaction. It is necessary to be cautious, rational, and calm in response.

For telephone complaints, the staff should first greet politely, then keep records of the relevant situation, and explain to parents the attitude and principles of the training institution in handling the problem. They should also ask parents to leave their names and contact numbers, and provide feedback on the outcome of the incident as soon as possible

During this process, it is important to maintain a calm attitude, pay attention to soothing parents' emotions, express apologies, and thank parents for their valuable feedback.

Polite reception

For parents who come to complain, the front desk staff should politely receive them, pay attention to their service attitude, and guide them to a separate reception room to avoid unnecessary communication with other parents who come to inquire and register. Firstly, calm down the emotions of the parents, as at the beginning, most parents are full of resentment and their words are difficult to listen to. The staff must remain calm and avoid arguing or even physical conflicts with the parents, otherwise it will only add fuel to the fire.

Keep good records

Next, we will carefully listen to the issues and demands raised by parents, while keeping a complete record. We apologize for any inconvenience caused to parents by the training institution. For some minor issues that can be handled on their own, staff can solve them on site, while for those more serious issues, they must report to their leaders for approval. Finally, please ask the parents to confirm on the registration form if there are any omissions in the information registration, and then gently persuade them to leave to avoid any complications.

Keep one's promise

Regardless of the type of complaint, the commitment made to parents must be followed and fulfilled, as this relates to the integrity of the training institution. Parents' complaints about training institutions can be big or small, and should be treated with caution. It is necessary to clarify the situation, clarify the responsibilities of both parties, and promptly prepare a response plan.

Respect the facts

In the process of handling parental complaints, it is necessary to adhere to the principles of objectivity, fairness, and respect for facts, and not blindly believe or follow them. It is also necessary to implement and handle them as soon as possible, and provide parents with a timely response and explanation. From beginning to end, service attitude is very important, and customers must feel the sincerity of the training institution.

3. Strengthen communication between home and school

Good communication is an effective way to solve problems, which can reflect the attitude and efficiency of the training institution. In the face of parental complaints and during the process of handling issues, staff should pay attention to follow-up, maintain communication with parents, provide timely feedback on complaint handling results, and strive to satisfy parents.

Sometimes, parents' dissatisfaction with training institutions is not due to any major mistakes in the school's work, but rather due to a lack of communication between home and school. Parents fail to timely understand the relevant situation, leading to complaints and even misunderstandings.

Strengthen communication between home and school, increase communication and interaction with parents。

It can enhance parents' trust and reputation in training institutions. It is suggested that training institutions should adopt a positive and pragmatic attitude, publicize the learning progress and activity information of the class more in the parent group, increase the transparency of teaching, effectively eliminate misunderstandings among parents, and establish a more harmonious relationship between home and school.

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Seeking parental consent

In addition to normal teaching, if the training institution has any activities, such as outings, performances, etc., it is best to inform parents in advance and seek their consent to prevent estrangement or discomfort; Alternatively, parents can be invited to participate in parent-child activities to further promote emotional communication between home and school.

If training institutions pay attention to communication between home and school, promote mutual exchange and understanding, and take preventive measures, it can effectively prevent or reduce the occurrence of complaints.

Admit your mistakes

When communicating with parents and facing complaints, it is more important for training institutions to admit mistakes than to argue. Some training institutions, upon receiving complaints from parents, immediately reject them without hesitation. This not only fails to address the issue, but also triggers deeper resentment among parents.

Accept parental opinions

Even if some parents' complaints are sometimes exaggerated, training institutions may consider taking a step back and accepting all parents' complaints first, then understanding the problem, refuting the parents' complaints based on the truth, speaking with facts, and convincing parents. This may be better.

Ultimately, the reason why training institutions are complained about by parents is because they do have problems and deficiencies within themselves. However, everything has two sides. Looking at it from a different perspective, the problem itself can also be transformed into an opportunity. The development of things is a process of constantly solving problems.

Be good at yourself with care

Being attentive to oneself and continuously improving customer satisfaction reflects the management philosophy of training institutions. Only by facing it positively and handling it seriously is the approach that a responsible and accountable training institution should take.