{"id":2146,"date":"2014-10-22T10:46:09","date_gmt":"2014-10-22T10:46:09","guid":{"rendered":"http:\/\/blog.langlion.com\/?p=2146"},"modified":"2014-10-22T10:46:31","modified_gmt":"2014-10-22T10:46:31","slug":"4-steps-to-better-communication-with-your-customers","status":"publish","type":"post","link":"https:\/\/blog.langlion.com\/en\/4-steps-to-better-communication-with-your-customers\/","title":{"rendered":"4 steps to better communication with your customers"},"content":{"rendered":"

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Do you wonder how to enhance students\u2019 satisfaction and as a consequence the profitability of your language school? Answer is quite easy, there are a few steps you can undertake improve their satisfaction with your services.\u00a0<\/b>\u00a0<\/b><\/p>\n

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Step 1: Learn the needs of the course participants<\/b><\/p>\n

It is worthwhile starting cooperation with each course participant by recognising their needs<\/strong>. This will help you better adjust<\/strong> the provided services to their situation.<\/strong><\/p>\n

Certainly the most important thing to do is to determine the level of language skills<\/strong> of a given persons. Level tests are standard tools used in such situation (it is most convenient to make them available online<\/strong>). The ability of multiple choice tests to check the command of a language is restricted, so it is good to complement them with meetings of potential students with course instructors or methodologists.<\/p>\n

It is also worthwhile asking potential students about motives to learn <\/strong>a language and jointly defining the goals<\/strong> of language learning. This will help direct the process of education and – when the course ends \u2013 decide if the intended goals have been attained.<\/p>\n

We should also not underestimate the importance of properly trained secretariat staff<\/strong>, who will be able already at the stage of preliminary conversation to determine approximately what type of course in needed by a given person contacting the school.<\/p>\n

Step 2: Measuring the progress<\/b><\/p>\n

During the course it is important to check the progress<\/strong> made by particular students regularly. The course instructor has much to say, and his opinion about the progress made by a given person is well verified by regular quizzes <\/strong>and tests<\/strong>. This is not about introducing a regular school atmosphere but about making students aware of how much they already know and motivating<\/strong> them to learn.<\/strong><\/p>\n

Step 3: Surveying the satisfaction<\/b><\/p>\n

Research shows that a majority of dissatisfied customers do not notify<\/strong> this fact to company employees at their own initiative<\/strong>. Such people simply resign<\/strong> from company services and tell about their disappointment to as many as nine other persons.<\/p>\n

Therefore it is so important to learn the students\u2019 opinions<\/strong> about the course, instructors and the entire school on ongoing basis. There are many methods<\/strong> to perform such surveys. In a nutshell one can say that we can measure customer satisfaction both with quantitative methods (such as CSI \u2013 Customer Satisfaction Index), and qualitative ones, such as e.g. an analysis of issues notified by customers, or so-called Mystery Shopping.<\/p>\n

Most schools apply quantitative methods to research customer satisfaction, which in practice entails questionnaires among course participants. The survey<\/strong> performed through a questionnaire should consist of<\/strong> several stages:<\/p>\n