Service @ ERCI

At ERCI, we take customer service very seriously. Students are our first priority, and we do all we can to ensure that students feel at home here at ERCI. Service is instilled into the very essence of how we operate as an organization. 

Our Service Credo
Serve our students and all other customers in a courteous and professional manner
Exceed customer expectations
Resolve our students’ challenges in a win-win and timely fashion
Value our students’ feedback and show our appreciation to them
Innovate our education offerings to maintain high standards in everything we do
Communicate our institute’s policies and procedures in a clear and effective way
Evaluate our procedures on a regular basis for the purpose of continuous improvement

ERCI Service Desk
The River Valley Campus Reception Counter is our Service Desk. It is based on the principle of a one-stop shop that if we are unable to answer your query; it is our role to point you in the direction of an ERCI team member who can. In this sense we offer both general guidance and easy access to specialist advice. We strive to provide a high quality service and we have included our performance targets here for your information. The ERCI Service Desk is open from Mondays to Fridays from 9am – 8pm.

Our Service Guarantee
Your satisfaction is OUR top priority. At ERCI,                                     

• We provide timely, courteous customer service. If we are ever discourteous, please let us know as your comments will help us to serve you better.
• We provide you with educational courses that are registered with the Ministry of Education Singapore and the Immigration & Checkpoints Authority as promised. If we offer any educational courses that are not registered by either authority, we will award you with a FULL refund of your course fees paid.   
• We provide you with accurate payment information always. If your payment invoice is ever inaccurate, in addition to correcting it, we will award you 10 percent of the error. The minimum award will be $10, and the maximum $500.  
• We will always provide you with a receipt for any payments made to ERCI. If we fail to provide you with a receipt, we will award you $10 together with a new receipt issued.

Service Indicators
At ERCI, we strive

• To be informed ambassadors, familiar with ERCI
• To provide all enquirers with clear, full and accurate information
• To treat all enquirers (students, staff and visitors) with respect and courtesy
• To finalise at least 85% of personal/telephone enquiries at the time they are made
• To finalise within 3 working days those personal enquiries which cannot be answered in full at the time they are made
• To respond to initial email and voicemail enquiries on the day on which the enquiry is received (unless the enquiry is received after 4pm), in which case we will respond no later than the following working day

Compliments and Complaints
We welcome any feedback from students, visitors and the public at large whether complimentary or not.  At ERCI, we provide timely, courteous customer service. If we are ever discourteous, or if your inquiries are not handled in a timely manner, please let us know.

Your comments will help us to serve you better. If you are not happy, we want to know. Please provide us with any comments or suggestions which may help us improve the service we offer.

We can be contacted by email (servicequality@erci.edu.sg), phone (Customer Service Hotline +65 9638 0956) or via the feedback form below. Be sure to leave your name and contact number so we can get back to you.