Customer Treatment
As part of your venturous learning experience and journey, it would be expected from your side (as a tutor) to treat the customers, (referring to parents, guardians and students alike), in a respectful, considerate and reply to them in a timely manner; the same way that you would also like to be treated.
How to treat customers well?
In our increasingly competitive world, customer expectations have sky-rocketed and are continually growing. We also believe that our tutors are already delivering exemplary customer services, and as a result, we have compiled a list of good-to-know and best-customer relationship practices. Please refer to the guidelines shown below for more:
- Active listening: Allowing the customer, (whether this is a guardian, parent or student), to speak uninterruptedly - is only one aspect of active listening. Simply expressing a few words of encouragement and affirmation, such as "I see what you mean," "Please keep going," or "I'm sorry you went through this," will definitely go a long way, by helping your customers feel truly heard and appreciated.
- Being aware and mindful: Acknowledging the needs of your customers and taking a proactive initiative to ensure those needs are met - will definitely make a difference and make them feel empowered. It would not be advisable to leave someone feeling abandoned or unimportant enough for you to prioritise, as different students or parents have different sets of needs.
- Actions are more powerful than words: Anyone may state how unique their services are, nevertheless, when words are not accompanied by deeds, then they might be meaningless. For instance, if you promise a customer that you'll contact them within 24 hours, then be sure to keep your promise, before that period of time elapses. Alternatively, you may provide the customer with a free upgrade, complimentary extra session minutes, or any other kind of appreciation that is suitable in your situation; rather than merely stating "I'm sorry."
- Service personalisation: In fact, according to experts, one of the most significant trends in customer service - it's personalisation. A customer will be impressed by your degree of attention, even if - for example, you recall that they can speak another language, and you may suggest speaking their "mother tongue", or even remembering something like their favourite colour.
What if the customer treats me in an inappropriate manner?
In the event, a customer has treated you in an inappropriate or perhaps disrespectful manner, despite your consecutive efforts to be polite, courteous and accommodating, then please remain calm and talk to us. We would advise you to repeat the information that has been communicated between you and the student/parent, and share it via email to: care@suitedtutor.com, so that our friendly customer support team can chip in and solve the issue.
Good to Know
Merely for your information, we expect our customers to treat you with respect, calmness and patience, the same way you are also treating them. Should we find out that there has been an incident of bullying or harassment against you, then we will do whatever it takes, to terminate their access (to our Suited Tutor platform) imminently.
We have incorporated as part of our company policy - a 0% tolerance against any potential bullying, harassment or malicious activity against our aspiring tutors and teachers. You can find out more about our Harassment and Bullying Policy here.
