The secretariat is the heart of every language school. It is here that the first contact with a potential student occurs, as well as the resolution of everyday issues for current clients. A well-functioning secretariat in a language school is not only a guarantee of student satisfaction but also the foundation of your institution’s financial success.
How can you ensure that the secretariat is the showcase of your school? Here are 6 practical steps to help you achieve this.
What will you find in this article?
- What is the secretariat in a language school?
- 6 steps to an effective secretariat in a language school
- Summary – secretariat in a language school
What is the secretariat in a language school?
The secretariat in a language school is the operational center that plays a key role in the daily functioning of the institution. It is the first point of contact with the client, responsible for efficient communication and the organization of administrative tasks.
A well-organized office not only provides support for students and staff but also builds the school’s image as a professional and trustworthy institution.
The tasks of the office include, among others:
- serving students and potential clients,
- managing enrollments and class schedules,
- solving administrative issues,
- answering questions regarding the school’s offerings,
- managing communication across various channels.
If you want to learn about modern solutions in language school management, check out our article and discover what a virtual secretariat in a language school is!
6 steps to an effective secretariat in a language school
For the office to function efficiently and contribute to the school’s success, it’s worth implementing some practical principles. Below, we present 6 steps that will help you organize an effective office, providing top-level customer service in a language school.
1. Hire the right person
Choosing the right employee is the foundation of effective customer service. Look for individuals who are characterized by patience, empathy, and a positive attitude. In the office, the ability to communicate with diverse individuals is important—both over the phone and face-to-face. It is crucial that the employee can solve problems and communicate assertively yet kindly.
2. Organize the office
The office should be neat and organized. Clients assess the professionalism of the school based on what they see as soon as they enter. Cleanliness, well-arranged documents, and well-maintained furniture create the impression of a well-organized place. Even with a limited budget, you can create a pleasant space by using, for example, a vintage style or refurbished furniture.
3. Take care of workspace ergonomics
An ergonomic office is not just about comfort for employees, but also their increased efficiency. Ensure that desks and chairs are suitable for long hours of work, and that equipment such as phones or computers is within arm’s reach. An organized workspace limits chaos and speeds up the completion of daily tasks.
4. Establish customer service standards
Clear customer service standards are key to consistent and professional communication. Create a simple document outlining guidelines such as:
- how to answer the phone (e.g., „Good morning, Language School X, Anna Nowak speaking, how may I assist you?”)?
- the timeframe for responding to emails and returning missed calls?
- what should communication look like on social media?
With clearly defined guidelines, your employees will know what is expected of them, significantly improving service quality.
5. Prepare complaint procedures
Complaints are not just challenges, but also opportunities to build customer loyalty. Train employees on how to handle difficult situations, defuse negative emotions, and effectively solve problems. A positive conclusion to a difficult conversation can transform a dissatisfied client into an ambassador for your school.
6. Invest in employee training
Develop the skills of your team by organizing regular training sessions on communication, complaint management, or effective customer service. Even a single training session can help an employee handle a tough situation and retain a student who was planning to drop out. The cost of training is an investment that pays off in the form of loyal customers and an improved image of the language school.
Summary – secretariat in a language school
The secretariat is the place that determines the first impression of your language school. With proper preparation and implementation of the above principles, you can ensure professional service and increase student satisfaction.
LangLion is a language school management platform that allows you to organize your school’s work more efficiently: from the secretariat, to financial management, online lessons, and student services. Schedule a free presentation and see how much you can gain!