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Policies and Procedures

CONTINUOUS PROFESSIONAL DEVELOPMENT (CPD) POLICY AND GUIDANCE


Customer Care Policy


Global London College (GLC) has gained a reputation for quality service and attention to detail and is now firmly established as a quality English Language and Business Studies School. Our expert knowledge of the industry, policy on customer care and unique and innovative approach to training combine to provide learners/students with the most cost effective solutions for their training needs. We are committed to providing an excellent quality service to all our students in an efficient, effective and caring manner.


GLC aims to meet your needs through the following:


Efficiency, effectiveness, fairness and courtesy:


  • providing a friendly service, showing respect and sensitivity

  • treating students fairly – demonstrating our commitment to equality and diversity

  • recognising and responding to students particular needs

  • dealing with student requests and enquiries accurately, promptly and efficiently

  • respecting student confidentiality

  • making effective referrals to other teams or departments

  • offering an explanation if we can’t answer students request /enquiry

  • making effective use of IT and web services

  • establishing service standards and monitoring our performance

  • continuing to develop our teams’ expertise and skills

  • welcoming student feedback


We want a pleasant and safe environment at all our service points:

  • please note that we may not be able to help you if your behaviour is inappropriate, abusive or threatening


Openness and Impartiality


  • be honest and open in dealing with students

  • discuss any aspect of students dealings with us

  • explain our decision making procedures


Performance

  • monitor and evaluate our performance

  • examine the development and delivery of our courses in order to meet the needs of all students

  • provide trained staff to ensure quality course delivery


Access and Communication

  • make students aware of our policies on refunds, cancellations and complaints procedures through word by mouth and via website

  • deal with enquiries as quickly as possible

  • respond to all written queries within 24 hours. If we cannot do this, we will write to explain why and advise students when they can expect a full reply

  • explain in a precise manner the information requested by them

  • use simple clear language in all application forms and information leaflets


Help us to help you


You can help us by:

  • Treating all our staff politely and with courtesy

  • Making comments, complaints or suggestions about the services you receive

  • By letting us know when we do something well

  • Using our Questionnaire feedback forms available from the Admin Office at the College


Consultation


We will carry our satisfaction surveys on an on-going basis to better improve our service for the future. We do this via our following feedback forms listed below. Students/Learners are encouraged to complete these during their course with GLC.


  1. First week induction day feedback

  2. Mid course feedback

  3. End of course feedback

  4. ISI accreditation questionnaire for students

  5. ISI accreditation questionnaire for staff


For further information, please contact Luan Dranga (Student Welfare).


Updated: 24 February 2020