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Customer Care Policy

Chamber College has gained a reputation for quality service and attention to detail and are now firmly established as a quality English Language School. Our expert knowledge of the industry, policy on customer care and unique and innovative approach to training combine to provide you with the most cost effective solutions for all your English Language training needs.

 

Our Commitment to You

We are committed to providing an excellent quality service to all our students in an efficient, effective and caring manner.

 

Courtesy and Consideration

We undertake to:

  • Deal with your enquiries promptly and in a courteous manner;
  • Treat everyone fairly and with respect
  • Give you the best possible service and provide you with useful advice with regards to aspects of language courses as well as all other services offered.
  • Provide privacy and confidentiality where necessary

 

Openness and Impartiality

We undertake to:

  • Be honest and open in dealing with you.
  • Discuss any aspect of your dealings with us.
  • Explain our decision making procedures.

 

Our Performance

We undertake to:

  • Monitor and evaluate our performance
  • Examine the development and delivery of our courses in order to meet the needs of all students
  • Provide trained staff to ensure quality course delivery

 

Access and Communication

We undertake to:

  • Advertise our policies on refunds, cancellations and complaints procedures.
  • Deal with your enquiries as quickly as possible.
  • Respond to all written queries within 24 hours. If we cannot do this, we will write to explain why and advise you when you can expect a full reply.
  • Explain in a precise manner the information requested by you.
  • Use simple clear language in all application forms and information leaflets.

 

Consultation

We will carry our Customer Satisfaction surveys on an on-going basis to better improve our service for the future.

 

Help us to help you

You can help us by:

  • Treating all our staff politely and with courtesy.
  • Making comments, complaints or suggestions about the services you receive.
  • By letting us know when we do something well
  • Using our Questionnaire feedback forms available by the main door of the College.

 

Three Stage Customer Care Feedback Procedure

Registration Forms

  1. Students first day at school.  Registration is required before starting course. Our Administrative Assistant deals with this procedure. During this initial stage feedback is requested relating to the students Initial impression of their accommodation. The following points are assessed.
  • Distance to College
  • Level of Cleanliness
  • Quality of Meals
  • Room Comfort

Administrative Assistant places all registration forms in pigeon holes specifically allocated for this purpose divided into checked registration forms and not checked registration forms.

  1. Student confirms that he is satisfied. Registration form is signed by Accommodation Manager as proof of having gone through each Registration form. School Manager counter signs Accommodation Managers signature.
  2. Student remarks negatively with regards to one of four aspects of accommodation questions asked. Accommodation Manager speaks to student during first break after welcome meeting is held. Clear information is passed on from the student to the Accommodation Manager and notes are taken at this stage. Problem can either be solved immediately or 24 hour given to offer an acceptable solution. Head of departments is required to follow up the situation with the student concerned three days after the problem is rectified.

Once registration forms are signed they are filed and kept in the Administration office.

 

Interim Questionnaires

  1. Personalised Interim questionnaires are given to students on Wednesday of a student’s first week in to their course. The Questionnaire is handed out by our Administrative Assistant at 10:15 before the first break. Students are informed that they can hand in their questionnaires at Reception or place them in our questionnaire box in the Lobby area on the ground floor. Students are asked questions concerning the Academic, Accommodation, Leisure departments as well as the general facilities of the College. Management within all three departments as well as the School manager are required to go through the Personalized Interim Questionnaires by Wednesday afternoon sign them.

 

  1. Student confirms that they are satisfied. Personalised Interim questionnaire is signed by the Director of Studies, Marketing / Leisure Manager, Accommodation Manager as proof of having gone through each Personalised Interim questionnaire that is handed in. School Manager countersigns Managers signatures.

 

  1. Student remarks negatively with regards to an aspect within one of three departments or the College’s general facilities. The head of department concerned will contact the student on Wednesday either face to face or by phone if the student is not at the College. Clear information is passed on from the student to the Head of department concerned and notes are taken at this stage. Problem can either be solved immediately or 24 hours given to offer an acceptable solution. Once Personalised Interim questionnaires are signed they are filed and kept in the Administration office.

 

End of Course Questionnaire

  1. Personlised End of Course questionnaires are given to students on Thursday of a student’s last week attending their course at the College. The Questionnaire is handed out by our Administrative Assistant at 10:15 before the first break. Students are informed that they can hand in their questionnaires at Reception or place them in our questionnaire box in the Lobby area on the ground floor. Students are asked questions concerning the Academic, Accommodation, Leisure departments as well as the general facilities of the College. Management within all three departments as well as the School manager are required to go through the Personalized Interim Questionnaires by Wednesday afternoon sign them.

 

  1. Student confirms that they are satisfied. Personalised Interim questionnaire is signed by the Director of Studies, Marketing / Leisure Manager, Accommodation Manager as proof of having gone through each Personalised Interim questionnaire that is handed in. School Manager countersigns Managers signatures.

 

  1. Student remarks negatively with regards to an aspect within one of three departments or the College’s general facilities. The head of department concerned will contact the student

 

  1. on Wednesday either face to face or by phone if the student is not at the College. Clear information is passed on from the student to the Head of department concerned and notes are taken at this stage. Problem can either be solved immediately or 24 hours given to offer an acceptable solution. Once Personalised End of Course questionnaires are signed they are filed and kept in the Administration office.