Internal Service Standards
Workplace Culture
- We will treat our colleagues as we would like to be treated ourselves
- Our dealings with each other will be marked by courtesy, professionalism, friendliness, mutual respect, approachability and teamwork
- Our aim is a workplace culture based on inclusion, openness, dignity, respect and duty of care
- We will always maintain a positive and upbeat attitude at the workplace, whether in or out of the office
Client Care
When dealing with a client’s educational needs, we will:
- Understand their needs and concerns so that we can carry out the appropriate work and recommendations as efficiently as possible, whilst managing the client’s expectations
- Treat the client as if they were our only client, providing an outstanding service in every respect
- Remember that we “fly the flag” for JK Educate and go out of our way to impress the client
Communication
When required to communicate we will:
- Respond to our colleagues promptly and in a pro-active manner, treating them with respect as if they were clients of JK Educate, sharing knowledge and assisting in any way we can
- Show our clients dedication, commitment, and a “can do” attitude, interacting other services of the firm whenever required to meet their needs
External Service Standards
When you visit our offices
- We will provide you with a warm and sincere welcome
- We will treat you with respect and in a professional manner
When you call us
- We will answer your call promptly and efficiently, directing your enquiry as quickly as we can
- If we are unable to connect you to the appropriate person, we will transfer your call to another team member or take a message, as requested
- If applicable, we will attempt to call you back in a prompt and timely manner within an acceptable time-frame
When you write to us or send us an e-mail
- We will reply promptly with accurate and straightforward information
When we visit your business premises
- We will treat your team with respect
- We will arrive punctually
- We will be respectful of your priorities and working processes
Client Care
- Communication – as often as appropriate by telephone, e-mail, letter or newsletter, keeping you informed of progress and any relevant developments
- Respect – our philosophy is to promote a culture of respect for diversity which is demonstrated in all our dealings with clients and colleagues
- Managing your expectations – we will establish mutual expectations so that we can understand your business and needs and work as a team for your best interests, thus enabling us to fully satisfy your requirements
- Service and support – we will deliver a personal, caring, dedicated service, providing pro-active, innovative and technical support in a professional manner.
