The document discusses the role of managers in customer service at a language school. It outlines the presenter's approach to customer service which includes training staff, engaging with customers, leading by example, building a strong team, and being honest. The results of this approach included improved mystery shopper ratings, positive customer feedback, and increased numbers at open days. Potential future challenges mentioned are longer working hours, cheaper competitors, and free online learning.

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Customer Service and
the Manager in a
Language School
Christopher Newcombe
Assistant Director
British 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