- Aims
- Establishing a code of conduct
- Customer Service Standards
- Stay committed to our customers
- Review Clients
Summary
IPI of Knowledge Academy is committed to ensuring that all students are able to achieve their potential and beyond, within an ethos of unconditional mutual respect. We know that high quality customer care is an important part of our core business. We recognize that customers have a right to expect a first class service in all aspects of their relationships with our enrichment math program. The customer care policy is designed to provide a framework for the operation, evaluation and development of this relationship. This policy has been developed in mutual consultation between operational staff and our customers (parents who register their kids to the program). The customer base involves all of our major stakeholders and the community. This includes students, parents and their families within the local business community.
Date adopted 5th October 2018
Review date Bi-annually
- To identify customer needs through consultation and further assessment with the customer base.
- To develop strategies for meeting identified needs for better education.
- To evaluate the impact of the service offered by creating surveys and evaluation feedback forms.
- To modify practice in the light of evaluation outcomes
- Develop a customer care focus group with both parents and kids
- Develop strategies, such as surveys and questionnaires for consultation with customer groups
- Identify an agreed set of standards that customers can expect such as performance within our program and beyond (day time schools or gymnasiums)
- Publicize its procedures for customer care through the program website and parents’ mailing
- Operate procedures to meet the identified needs
- Regularly review the effectiveness of customer care procedures
- Have clear procedures for customers to use should they need to complain if something goes wrong, or the service is not met, or how to offer a suggestion for improvement
- Report any customer care findings to the program’s leadership group
- Provide training in customer care for staff (once the staff is hired)
Customer Service Standards
At PI of Knowledge we believe that Customer Service is extremely important and we care for our students and staff members and value our reputation for excellent service and professionalism. In line with our ethos the program will promote the following:
- Be approachable, courteous and helpful to our students and clients
- Train and develop our staff so that our students receive top-notch knowledgeand their parents and family members are satisfied with program’s high qualityservice, standards and outcomes
- Listen to the suggestions, comments and complaints of users and clients and act upon them
- Publicize our services and any changes or developments as widely as possible
Stay committed to our customers
The staff at PI of Knowledge will always try to adhere to the following guidelines:
- Treat everyone with dignity and respect
- Respond to clients’ enquiries promptly and efficiently
- Be helpful and responsive to clients’ needs
- Communicate clearly and without jargon
- Ensure our services are accessible and easy to use
- Be polite and professional at all times
- Apologize to the clients when we get things done wrong and tell clients when we will put things right
- Involve parents when planning the delivery of our services and feedback the changes we have made
- Answer the clients’ query or find out the information they have requested as quickly and efficiently as possible
- Ensure everyone can access our services equally
- Treat our staff with respect and be courteous
- Be considerate and polite to other students, parents and operational staff members
Review Clients
As a number of elements of the policy are new, the Leadership Group will review this policy bi-annually. Revisions of and amendments to the policy will be recommended to the appropriate Governing Body committee where necessary.