Service Standards

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.

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