There has been much stories about tuition coordinator's service and most have bad. However does that mean that most tuition coordinator's services are lousy? Definitely not. Anybody will know that people only complain when they feel that they received a bad service. However, when they receive a good service, they do not spread the message as much as when they receive a bad service.
This is not fair to the tuition coordinators. Some parents have been difficult to deal with, requesting tutors with excellent results and changing tutors every month or two. Being a tuition coordinator is indeed a stressful job, but one, when done well, can pay well too. So how can a tuition coordinator improve his or her service?
The basis of customer service is the same in every industry. No matter whether you are a waiter in an exquisite restaurant, or a manager in an MNC, you will have to apply a few basic principles of customer service.
The first keyword out of four is reliability. How do we show the client that we are reliable? It is very simple to do so. We have to keep to our promise. If we promise to be on call for 24/7, we have to meet that promise. I'm not saying that tuition coordinators have to be on call for 24/7 though. I doubt its worth it for them to be on call for 24/7. If we promise to give them a list of tutors we have selected by friday, then we jolly well accomplish that for them. They will be waiting on the friday afternoon for your list.
The second keyword is assurance. Assurance is the ability to make the customer trust that you will act in their best interests. How do you do that? You can assure them that you will find the best and most suitable tutor for them. After you have assured them that, you must now show your reliability. When you have done what you have promised, then the parent will come back to you feeling absolutely assured that you will act in their best interests all the time. However, if you bungle this once, it is very difficult to get their trust in you again.
Let me share with you a bad example.
A friend of mine decided to test the tuition coordinators that belongs to this particular agency that has a wonderful presence online. The website states that parents can browse through their database and inform them of the tutors that they like to have. The coordinators will then check if the tutors are available. If they are, then they will be recommended to the parents. If they are not available, then the coordinators will find other tutors.
My friend then proceeded to register himself as a tutor. I proceeded to request for a tutor and I submitted my friend's tutor id as my first choice. The coordinator called me back within the hour (good responsiveness) and confirmed my request and budget. I told him the budget without thinking. When I work it out, my budget is 30 dollars an hour. It is extremely high. The coordinator sent me many sms over the next few days. My friend is not in that list, and he was not contacted. This shows that a promise is not followed.
The worst thing is that, all the tutors that were recommended are requesting at least 30 dollars an hour, up to 50 dollars an hour. The tuition coordinator did not even find someone who was willing to accept 20 dollars an hour for me. An A level graduate teaching Additional Mathematics only commands up to 25 dollars an hour. Suddenly, because of my new budget, everyone is asking 30 dollars an hour from me. To me, I felt that the tuition coordinator is only thinking about his commission. There is no assurance that he is acting in my best interests. Thus the next time my friends ask me to introduce a tuition agency, I have recommended that they not use that particular agency.
The third keyword is empathy. It is the amount of care and individual attention you show customers. Do you do anything else while conversing with the customer on the phone? Give him or her your full undivided attention. Take notes whilst listening to him or her but do not use the time to think of what to say to him or her. This is to allow you to absorb what has been said. If the parent is desperate for a tutor as the old tutor has just resigned without a word, you have to make sure that you get a suitable tutor asap. It would be better if you can find out whether the tutor has other commitments so you can gauge if the tutor you recommended will have time for the student.
Lastly, responsiveness is the key. It is the willingness to help customers promptly. How fast do you get back to them? No matter what, you have to be quick and fast. It is best not to delay for over 2 days. Sometimes parents may hire many coordinators to find tutors for them. Thus the fastest finger wins.
These 4 factors are all vital and equally important. You cannot provide excellent customer service by only focusing on one of the four. None of the four must be compromised. I hope these 4 factors can guide all tuition coordinators to give their best services at all times.
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Source by Kenneth Tang
