Following on from our company Mission Statement exercise and publication, SCA’s customer support staff recently met to discuss the team’s Purpose, Priorities and Service Standards.
After reviewing our company’s mission and objectives, here is our support team’s defined purpose and service standards statement:
SCA Customer Service Purpose Statement
To provide customers with a caring, personalized and accessible world class service experience so that we are well known for Empathy and Outstanding Service
Our Top 5 Service Standards are:
1. Caring: We anticipate needs, suggest solutions, put the customer first, and stand in the customer’s position
2. Personalized: We treat each customer individually, based on their circumstances and connect as human beings
3. Quality: We endeavour to provide the highest quality and to continually improve our service; we are knowledgeable, polite and efficient, we prioritize student’s experience and class balance when arranging our programmes
4. Responsive: We acknowledge enquiries quickly and seek to resolve them promptly and accurately
5. Convenient: We provide an accessible service 7 days per week across a range of communication channels
Our service priorities are:
1. Responsiveness and efficiency
2. Listening carefully and speaking clearly
3. Friendly, welcoming and attentive service
4. Professional and comprehensive information
To measure our success in these standards and priorities, and to identify areas for improvement, we will regularly review the following
Key Performance Indicators:
1. Customer satisfaction scores
2. Customer retention
3. Recommendations and referrals
4. Enquiry Response and Handling time
5. Accuracy
We endeavour to continuously provide a service experience that meets and exceeds your expectations. If you have any comments, feedback or suggestions, please do not hesitate to contact us!
Contact us:
Official SCA WeChat Account Live Chat
+86 021 6233 2215
