We know that having a support system for your family is essential, which is why your tutoring program includes access to a dedicated Customer Support Manager. This manager is available at all times to handle any situations or concerns pertaining to your child’s tutoring program.
If you express to us that your child is not connecting with their tutor or you are unhappy with the services being provided, our team will take the following steps to address the situation:
Initial Discussion: Your support manager will have a thorough conversation with you to understand the specific concerns. They will inquire about the reasons behind the concern, areas where you feel improvement is needed, and your expectations for desired changes.
Collaboration with Tutor’s Manager: Your support manager will collaborate with the manager responsible for the assigned tutor. They will collectively investigate the root causes of the concern and determine if it can be addressed through strategies, counselling, or additional training for the tutor. If feasible, the support manager and tutor manager will work together to implement these strategies during your child’s sessions. This approach aims to avoid unnecessary tutor changes and maintain continuity for your child.
Tutor Transfer (if necessary): If the issue persists despite the efforts of the tutor manager and implementation of strategies, or if it becomes clear that a tutor change is essential, a request for a tutor transfer will be initiated. We acknowledge the significance of a positive and supportive relationship between tutors and students for effective learning. Therefore, we will make every effort to facilitate a tutor change that aligns better with your child’s needs and preferences. Our team will work closely with you to ensure the new tutor is a more compatible match, creating a comfortable, engaging, and motivating tutoring environment for your child.
Throughout this process, we remain committed to maintaining open lines of communication with you and your child. We prioritise addressing concerns promptly and providing ongoing support to ensure a positive tutoring experience. Our ultimate goal is to empower your child to excel academically and create a supportive learning environment.
Ready to take the next steps?
Get in touch to speak to an academic specialist.