CUSTOMER SERVICE STATEMENT & STANDARDS

Customer Service Statement 
& Standards

WE ARE COMMITTED TO:
  • Providing examinations, medal tests and teaching that recognise the achievements of students and retain public credibility.
  • Developing effective working partnerships between students and parents, the examiners and the wider community.
  • Recognising and respecting the needs and rights of all individuals.
  • The continuous improvement of our teaching and services.

YOU CAN EXPECT US TO:
  • Treat you with courtesy, respect and consideration.
  • Identify ourselves by name when we communicate with you in letter or on the phone listen and respond appropriately.
  • Conduct our dealings with you with efficiency, with integrity, fairness and professionalism.
  • Provide you with relevant, accurate and up to date information when you need it.
  • Make you aware of the standard of service we aim to provide.
  • Actively seek your comments on a regular basis, and by a variety of means, to help us continue to develop our programmes and services.

IF A PROBLEM ARISES, WE WILL:
  • Wherever possible deal with the matter straightaway by communicating (preferably by calling you) personally.
  • Advise you of what action can be taken when it cannot be dealt with immediately.
  • Advise you of any further steps you can take if you remain dissatisfied.

STANDARDS

We seek to continuously improve the way we work and the quality of service we provide. The following standards cover the services that we offer to students and parents. These services involve providing relevant information, answering enquiries and managing the teaching, examination and assessment process.

  • Answer your communications clearly and within 3 working days of receipt.
  • Arrange to see you where necessary within 1 week of raising any concerns.
  • Provide regular information about our class tuition, services and classes and provide a minimum of half a terms notice of the withdrawal of a class or significant changes to assessment and examination requirements.
  • Consult students and parents regularly about services and react on findings.
  • Provide an open and honest communications link between the child and the school to report any issues, whether school related or not.
  • Take all reasonable steps to make services accessible to everyone (including people with special needs).
  • Provide professional, friendly, courteous and efficient treatment.
  • Clarity in explaining our position. We will answer your questions in a clear and concise manner. We will explain how decisions were made and convey this information in understandable language.

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