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Customer Service and the Manager in a Language School

Christopher NewcombeAssistant DirectorBritish Council Toa Payoh, Singapore

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Today’s session

1. Intro to context

2. Overview of my approach to customer service

3. Results

4. Questions moving forward

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Customer Service is Everyone’s Job!

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Singapore

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How does the manager influence this?

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Show your TEETH

•Training

•Engagement

•Example

•Team

•Honesty

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Bend when the wind blows

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Engagement - Digital

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Results

•Mystery shopper rating•Mrs Low and Mr Tan

•Staff survey improvements•Open Days :•2011 – 2012 52%

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What are the next challenges?

•Longer working hours

•Cheaper competitors

•Free online learning

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“Do what you do so well that they will want to see it again and bring their friends.”

– Walt Disney

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Thank you for listening!

christopher.newcombe@britishcouncil.org.sg