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Admissions Open for Academic Year 2020-21 

Tel.: +607 3 888 999   |   register

It is Excelsior International School's aim to build a culture of customer service excellence through leadership, respect, customer focus, collaboration and innovation, to ensure that all dissatisfaction and feedback are properly investigated and resolved.

Customer dissatisfaction and feedback are viewed as opportunities not only to resolve customer's concerns, but to build and expand the School's knowledge so as to allow for continuous improvement of its offerings and services.

All personal and sensitive information collected in the course of the feedback handling process will be handled in accordance with all applicable privacy laws, and will only be used for the purpose of actioning the feedback, or investigating the reported matter.

Feedback Management Process

  • Approach the applicable staff member at the operational level, who will attempt to resolve the dissatisfaction within 3 working days.
  • In the event that the dissatisfaction cannot be resolved at the operational level, the matter will be escalated to the applicable Head of Department, or Head of School (Early Years & Primary/Secondary & High School), who will attempt to resolve the dissatisfaction within 5 working days.
  • In the event that the dissatisfaction cannot be resolved by the Head of Department or Head of School (Early Years & Primary/Secondary & High School), the matter will be escalated to the Senior Vice-President (Strategic Planning & Administration) or Principal, who will attempt to resolve the dissatisfaction within 5 working days.
  • In the event that the dissatisfaction cannot be resolved by the Senior Vice-President (Strategic Planning & Administration) or Principal, the matter will be escalated to the Chairman & CEO. At this point, the complainant will be required to submit a formal written request – either via a self-drafted letter, or complete the Formal Complaint Form , and furnish all supporting documentations (where applicable).

Click HERE to to view our Feedback Process Flowchart.

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EXCELSIOR EDUCATION MANAGEMENT SDN BHD
(Company No. 952810-T)

No. 8, Jalan Purnama,
Bandar Seri Alam, 81750 Johor Bahru,
Johor, Malaysia

Tel: +607 3 888 999   |   Fax: +607 3 888 800
Email: info@eis.edu.my

 


 

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