Re-modelling Student and Parent Support

It all began when parent feedback, both positive and negative, started to pour in. We were motivated by the kind words of support but more importantly, we paid attention to the voices of frustration. With student experience being our focus, we knew that something had to change. So, the Founders along with the team, put together a comprehensive plan to improve our Support Crew right away. Now,

Some of the changes initiated are:

• We have merged the multiple contact points into a single team - The Support Team.

• We now have a dedicated student success advisor for every parent

• We have trained and provided each student success advisor with the right information so that they can support you right. We value your time and it’s not right to issues go in circles.

• To ensure greater assurance, we are introducing a simplified Escalation matrix so that you can reach the right persons if you are unhappy with the resolution provided.

Level 1: Student Success Advisor

Level 2: Parent Experience Manager

Level 3: cx@21kschool.com This email is directly accessed by Founder’s Office.

We are proud to announce that each aspect of customer service (such as Student Success, Parent Support and Tech Support) is now directly overseen by the Founder’s office.