Customer Relations

Customer Definition

We define our “Customers” as a diverse group of students and parents. “Associates” are those we work with including coworkers and school contracted vendors. All must be treated with respect and immediate attention. Our success depends on the quality of service we provide our customers.

Customer Relations

Active listening, polite replies, and seeking to understand the customer point of view are the minimum expectations of phone conversations. Employees are expected to be polite, courteous, prompt, and attentive to every customer. When an employee encounters an uncomfortable situation that he or she does not feel capable of handling, the ES Advisor or a School Director should be contacted immediately.

Customer Response Timeline

We are in a service business and all of us must remember that the customer always comes first. While the customer is not always right, the customer is never wrong. Customers and Associates are to be treated courteously and given proper attention at all times. Never regard a customer's question or concern as an interruption or an annoyance. All school employees are expected respond to inquiries from customers, whether in person or by telephone, promptly and professionally, and within 24 hours maximum (on work days).

Non-Customer Contacts

Employees who are approached for interviews or comments on this school by any news media outlet should immediately refer the contact to the School Director or their designee. No employees are authorized to make public comments about the school, without first obtaining written prior approval from a School Director.

Confidentiality

Each employee is responsible for safeguarding the confidential information obtained during employment. In the course of your work, you may have access to confidential information regarding students, parents, our business vendors, other customers, and fellow employees. You have the responsibility to safeguard any confidential information unless it is necessary for you to reveal information in the performance of your school job duties. Access to confidential information should be on a "need-to-know" basis and must be authorized by the School Director or their designee. Confidentiality of student information is a requirement of law and all great care must be taken to ensure it is protected. Requests for release of any students information should be directed to the Student Records office.