Helpdesk Training Article
We expect all our centres to deliver exceptional customer service to candidates and preparation centres. We provide training modules for you and your staff and can give you tips and advice. We regularly monitor the service provided by centres, including the feedback received from candidates.
As a guide, centres are expected to offer the following levels of service:
Communication:
- Replying promptly to queries (whether by phone, email etc.) about taking qualifications; this includes during holiday times of year.
- Making information easily and readily available on their website (and by other means, such as mailshots) to actual and potential Candidates and Preparation Centres
- Giving candidates clear information on how and when they can access their results and certificates
Exam administration:
- Having a complaints policy and procedure which is made clear to Candidates and Preparation Centres
- Providing a professional, positive experience for candidates before, during and after the exam
- Taking action to improve the Centre’s service to customers based on customer feedback
- Using venues which are clean, comfortable and are conducive to a positive exam experience
- Using good quality equipment for running Listening tests and using rooms where the acoustics are favourable
- Submitting entries to us in plenty of time
- Giving clear prompt information to candidates and/or Preparation Centres about the venue, timings, and arrangements for the exam; and also with reminders about IDs and electronic items, copies of the Summary Regulations, the Centre’s terms and conditions and any other information the candidate will need
- Running enough sessions to meet customer demand and, where possible, selecting dates that meet customer needs
- Applying for Special Requirements and Special Considerations when needed
Supporting Preparation centres
- Keeping in regular contact with existing and prospective Preparation Centres to maintain good relationships and share information promptly, including distributing publicity materials to Preparation Centres
- Setting up and maintaining Preparation Centre details as required by Cambridge English
Training for staff
Ensuring all CEMs and exam staff undergo customer service training, such as the Think Customer training modules provided by Cambridge English
Article is closed for comments.