Customer Service Skills Bench Mark Standards

To answer the telephone calls within five rings.

• To provide accurate responses to all enquiries.

• To provide written replies for correspondence by email, post or fax within three working days.

• To dispatch requested materials such as Teacher Registration Forms, Syllabuses, Entry Forms,

Order Forms for Publications and General Information Books within five working days.

• To dispatch requested publications within ten working days.

• To dispatch Examination Admission Forms within two weeks of the Examination date.

• To dispatch Examination Report Forms (Results) and Certificates within three weeks of the Examination Date.

• To re-issue Examination Admission Forms / Examination Report (Results) Forms/ Certificate within

• three weeks of the date of request.

• To dispatch the Outstanding Performers' Lists within six weeks of the last examination diet.

• To make a response to complaints within ten working days.