Modern Approach to Customer Service

At Modern, our approach to customer service is based on four pillars Promptness, Politeness, Professionalism and Personalization. The following describe each of these and how they apply to all Modern teachers.

Promptness

As a teacher, there are two basic factors to consider about promptness, your rate of response and your timeliness. Through active listening and paying very close attention

to students’ comments, a committed teacher can clearly understand the students’ needs and addresses them immediately. As far as timeliness is concerned, there are several reason for taking this seriously. Having a 15-minute mental clock is an effortless habit that provides many benefits to the teacher. It not only shows preparedness and interest, but showing up early to class provides a perception of professionalism and control.

Politeness

Over 50% of the growth of Modern Language Center is due to referrals. This can only be achieved through great service that goes beyond most competitors. It might seem ridiculous to state the importance of politeness. Nonetheless, in this business we can do 1000 things right 1000 times, but it

only takes just one time to escalate into a problem. It is

our experience that small, insignificant issues, even from

the lowest man in the totem pole, can easily escalate an instance into an HR problem. It is of the utmost importance to remember to be extremely nice to everyone, including receptionists, security personnel, and other front and back office folks. It is politeness with great service that brings the rain to our company, keep that in mind at all times.

Professionalism

Although most of the professionalism needed at Modern is the same as most of our clients’, in this score we would like to focus our attention on teacher behavior, dress and hygiene and knowing when to shut up.

Our dress code at Modern is based on standard business practices used by our clients. This means business and business-casual attires only; no jeans, t-shirts or sneakers. It is however very important to briefly address cultural tendencies within our clients and how this affects their perception of you as their teacher and Modern as a company.

In Latin American countries, the dress code is much more demanding than most US and European cities and perception that people may have of you will be greatly influenced by the way you dress. There is a saying in Mexico about the topic which roughly translated means “Your are treated as you are dressed”. It is entrenched in the culture and may affect their listening and openness towards their instructor. Dressing professionally does not mean that teachers have to spend a lot of money on clothes, as there are options in the market that allows us to portray a professional image without spending an arm and a leg for it.

Similarly to the way you dress, the professional behavior that the teacher exhibits at all times must be aligned with the behavior expected at most business offices in Mexico. This includes several aspects such as the teacher’s sensitivity to students’ culture and demonstrate great respect for the company where you teach.

Finally, professionalism is closely related to prudence; knowing when to shut up. Specifically, at Modern we refer to the students’ information, Modern information and your information. There are instances where a teacher needs to talk about a student or students to Modern management or to other teachers. We must be extremely careful to address these topics in private and avoid talking about students’ information on hallways, lobbies or other public places (see Student-Teacher Confidentiality Policy). Similarly, all information related to Modern Language Center must be kept confidential and not shared openly

with students. Internal issues, processes and procedures,

are handled internally. Do not talk about your compensation or anything related to your relationship with Modern to your students. In the case of planned vacations, substitutions or resignation please refrain to talk about this with your students unless Modern has specifically instructed you to do so. It is Modern's responsibility (not the teacher) to inform students of changes of teachers, holidays, vacations etc.

Personalization

Personalized learning is intended to facilitate the academic success of each student by first determining the learning needs, interests, and aspirations of individual students, and then providing learning experiences that are customized—to a greater or lesser extent—for each student. The following will help you set up specific training goals to be considered. It consist of there areas found in Modern's Language Training Goals and Objectives form, outlined on the following page. The first area is related to business communication skills, the second one is related to daily living language skills and the last part focuses on the students’ learning preferences. Use this form and discuss it in detail with your student to fully understand their needs and likings.

If a student or client needs assistance, please instruct them to contact us:

hello@modernlanguagecenter.com | WhatsApp: 55.7824.9080 | Phone: 55.7824.9080