SERVICE CHARTER

CUSTOMER SERVICE CHARTER

WE BELIEVE

• Students are the “first” customer and decisions should reflect this.
• Every student should have an adult advocate who believes in them and supports them.
• Every parent should have a positive contact from the school before encountering a negative one
• Every employee needs to have a basic understanding of the
• Competition and how it impacts our future
• Customer service, as any major initiative, must emanate from
• Leadership and must resonate throughout the school or district
• When relationships are first, student achievement follows
• Every employee must be trained in customer service
• Customer service must be monitored and evaluated throughout the organization
• Good customer service must be rewarded and bad customer service must be confronted
• Student voice should be a primary source of data influencing our decision as educators
• Parents and students have a right to expect good customer service from each and every employee.
• Every student should be treated better than we expect someone to treat our own child
• New students should be welcomed and acclimated to a school based on a positive, proactive plan
• Schools who place a high priority on customer service do not take anything for granted, including what their facilities communicate

xvii.            Staff should be caring, exude confidence and inspire the students as loving parents do.

We are therefore committed to courtesy and excellence in service delivery:

No.	Services rendered	Requirements	Charges	Timeline
1.	Form One Admission	With all expected requirements.	Free	30 minutes
2.	Filling various forms	The Form itself	Free	10 minutes
3.	Form One Orientation Meeting	Nil	Free	2 hours
4.	Issuance of KNEC Result slips/certificates	Clearance Form duly filled	Free	20 minutes
5.	Processing School Identity Cards	Nil	150/=	1 day
6	Payment of fees	Pay-in slips	Free	10 minutes
7	Recommendation/Confidential letters/Reports	Nil	Free	½ hour – 1 hour
8	Academic progress clinics’ meetings	Nil	Free	2 hours
9	AGM/BOM/PT Meetings	Nil	Free	2 hours
10	Response to customer complaints	Presence of customer	Free	Immediately