OCEAN EDU 7 KEY STEP

Introduction:

Customer satisfaction is the foundation upon which growth and profitability are achieved – the essential
ingredient that ultimately defines business success. Companies with satisfied, loyal customers enjoy
greater customer retention, repeat business, higher margins, greater profits - and consequently, higher
stock prices and earnings multiples than businesses that fail to retain and satisfy their customers.

The Ocean Edu 7 Key Step is designed to provide all of the Ocean Edu employees the standard operating
procedure in giving exceptional service to our new incoming customer.

Objectives:

 Communicate effectively with customers

 Create a positive impression

 Develop and maintain customer service standards

 Plan good customer service

 OCEAN EDU 7 KEY STEP

1. Smile and Greet the Customer

- Upon arrival of the customer, the staff should perform this 7-step procedures,
a. Greet the customer sincerely, polite and according to the time of the day
Say: “Good morning/afternoon/evening, Ma’am/Sir, welcome to Ocean Edu branch”

2. Know your Customer

- Let the customer sit down and introduce yourself and your position.
a. Let the customer fill-up the Customer Information Form.
b. Check the information in EBM if the information you’ve got is already encoded

3. Introduce OCEAN
a. Give the customer the updated Ocean Edu Brochure. Present different OCEAN EDU Courses
including different levels, tuition fee, teacher and different time slot

4. Invite to take a Test

a. Schedule a placement test and interview with a foreign teacher.
b. Inform the customer/student about the result of the test and interview and advised them about
the available schedule.

5. Enroll the student, Received the payment, and give change if any.
a. Let the customer/student fill up the Registration Form
b. State the amount of money given by the customer. This is done to confirm the amount
received.
Say: “Ma’am/Sir, I received 5, 000, 000 VND”
c. Inform the customer of any change and count it with him as you hand it over.
Say: “Your change is 356,000 VND”
Note: If they are using Debit/Credit Card:
a. State the total amount that will be credited on their account
b. Swipe and let them provide their password if any.
c. Ask for customer’s signature. Make sure to inform the customer to print his name in the
receipt.
d. Give a copy of the receipt to the customer.

6. Make a Quick Tour

a. Make a quick tour in the branch with the parents and students. Show them our classrooms
and facilities.

7. Thank the customer and ask for repeat business

a. Thank the customer and ask him/her to call us if there is any questions or concerns.
Say: “Thank you for choosing Ocean Edu, please call us if you have any questions or
concerns”
b. Encode immediately the information of the student in our EBM.