Golden Rules Sales and Operations make this joint commitment: At all times
-- One team – we work together to deliver an exceptional and personalized experience to each of our students every single day. -- Respectful – we are professional, friendly and respectful with students and each other. -- 12-hour rule – we reply to calls right away and emails within 12 hours, find a solution within 48 hours and close the matter within 72 hours. -- Talk – call to resolve issues instead of engaging in long email exchanges. -- Available – EF mobile and emergency phones are always answered immediately.
-- Short-term courses 14 days prior to departure (8 days in exceptional cases, July only). For January intake 21 days prior to departure. -- Travel information – completed and entered into Poseidon or myEF no later than 14 days prior to departure (21 days prior for January departures). -- Full payments – sales to ensure that no student will depart without having paid in full. Schools to ensure that any upgrade or extension is paid before producing. -- Last minute changes to bookings made after end of business on Friday the weekend of departure to be communicated by phone.
Before departure
At the school
-- I nterests – will be sent a brochure the
same day. Personal follow-up will be done within 24 hours. -- School information – operations will ensure that all facts are up-to-date on Themis, Globalnet and MyEF. Sales will set the right expectations using the latest versions. -- Confirmations – bookings that are not auto-confirmed will be replied to by operations within the same day (special requests within 24 hours). Sales will send confirmation to the customer at the latest the following day. -- Online placement test – to be done before departure. -- Visa procedure – should be started as soon as booking is done. -- Complete student files – will be collected by sales prior to departure, including all articles, mandatory signed waivers / forms and emergency contact information. -- Accommodation information – will be available to all students no later than: -- Long-term courses 21 days prior to departure. For January intake 28 days prior to departure.
Language Travel
-- Traveling time – from host family to the school can be a maximum of 60 minutes. -- Students in home stay – maximum four students per family and two per room. -- Students in residence – maximum four students per room. -- Only language – students not to share room with anyone of same native language -- Lessons – will be delivered by qualified teachers, on time, professionally and following the EF Efekta method.
After return
-- Welcome home – all students will receive a call within seven days. Referral and ambassador leads will be followed-up within another seven days. -- Student feedback – any complaint will be acknowledged in writing within 12 hours, a solution presented within 48 hours and the case to be closed within 72 hours.