Platinum Centres Customer Service Charter

Welcome to Swiss Exams!

This charter outlines the high standards and level of service that you can expect when working with us.

Customer Service Objective

Swiss Exams has its main focus on providing “Quality”, “Reliability” and “Accessibility” to its clients which are candidates, teachers, schools and private organisations. For its efforts and achievements Swiss Exams has received numerous international awards in recent years.

We aim to ensure that all our customers are satisfied and act promptly and reliably to resolve any issues or concerns as soon as they arise.

Our Commitment

Our customers can interact with us in a number of different ways. In all our interactions with our customers, we would like to make sure they feel appreciated and valued.

We are committed to providing the following services:

• Contact with us will leave our customers feeling welcomed, valued and respected.
• Phone calls and enquiries will be answered in a polite and reliable manner.
• Our support services will be available by telephone and in person 24/7.
• Our website will be regularly updated with details of exam dates, prices and locations.
• Written and Online communications will be professional, clear, accurate and up−to−date.
• Our employees will be professional, pro−active and responsive. Staff will be clearly identified with an ID badge.
• Exam guidance will be readily available. We will provide our preparation centres with all the necessary support for Cambridge English exams.
• Feedback from our customers will be used to help us constantly improve our customer service.
• Complaints will be managed promptly, handled confidentially and concluded within an agreed timescale. We will not treat candidates any differently if they have a complaint.
• Premises and exam venues will be clean, accessible, secure and welcoming for all candidates.
• Registration process will be simple and efficient. Registration will be open for as long as possible to offer an enhanced service.
• Information, exam materials and data will be treated in a confidential and secure manner.
• Costs for exams will be published and easily accessible. We will let candidates know as soon as possible about any extra costs such as late entry fees.

Our Standards

When you phone us

• We aim to answer calls promptly. We will always give our full names and will try to answer queries straight away if we can.
• If we don’t know the answer to a question, we will take a message and respond within 24 hours. If the person you want is not available in this timescale, we will ensure someone else who will be able to help you instead, responds to you in the same timescale.

When you email us

• We aim to respond with an answer as soon as possible and will always reply within 24 hours.
• If you have a complaint, you can write to us or speak to a member of our staff. We strive to give you an initial response to your complaint within two working days. Once we have received full details of your complaint, we will contact any concerned parties which are relevant to the investigation. We will endeavour to give you feedback within 30 days. If the investigation takes longer, we will inform you about the progress and when to expect our response.
• We will make sure our email in−boxes are checked regularly during working days.

When you visit our premises

• A member of staff will always be ready to greet you in reception and handle your request.

Processing of Cambridge Assessment English Entries & Results

• Candidates will receive confirmation of exam entries at least 10 days before the exam (unless it is a late entry).
• Certificates will be dispatched no more than two working days after we receive them from Cambridge.

Our Promise to you

   We’re 100% committed to providing you with the best candidate experience possible.

   In order to meet this promise, our staff are positive, friendly and knowledgeable and share our core values in helping others and ensuring excellent customer service.

   We aim to:

• take the time to understand our candidate needs and develop solutions to meet or exceed them.

• build long-term loyalty with our preparation centres with a commitment to customer satisfaction.

• ask for your feedback and review our processes to ensure we are continuously improving

   We always enjoy hearing from our candidates, teachers, parents and schools.  

   We  are always working to achieve our customer promise but if you do have cause

   to complain then you can find our centre complaints policy on our website.