A REPORT ON

CUSTOMER HANDLING TECHNIQUES AT MAHESH TUTORIALS COACHING CLASSES

Submitted To: PROF. RUPALI RAJESH

Submitted by: BHARTI BOLWANI ALOK ANAND JHA (18) (64)

VIVEKANAND EDUCATION SOCIETYS INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH

TABLE OF CONTENTS

SR. NO. 1 2 3 4 5 6 7

PARTICULARS

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ABOUT COACHING CLASSES IN INDIA MT EDUCARE: MAHESH TUTORIALS CORPORATE PROFILE OF MT EDUCARE MTS EDGE CUSTOMER HANDLING IN EDUCATION INDUSTRY CUSTOMER HANDLING IN MAHESH TUTORIALS BIBLIOGRAPHY

COACHING CLASSES IN INDIA

Education is gaining more and more importance in todays competitive scenario. It is not just academics that students are expected to be good at but also other extracurricular activities. This puts a lot of pressure on the students and thus they require the additional training that helps them grow and learn in a better way. Do you have what it takes it to be what you want? Let us put the right touch to your abilities! Thats the crux of coaching lessons. The credit goes to the rapidly increasing competition in the job market, whether it's a super power or a developing country. Coaching classes help us get though this race, whether its admission to professional school within the country, or oversees exams.

These classes are available for various categories, especially for the preparation of competitive examinations. Most of the professional degrees like. CAT, MBA, MBBS, Banking, Defence services, Clerical grade examinations, Reserve Bank grade A/B officers examinations etc. have tough entrance exams. Apart from Indian competitive examinations, foreign exams also have rigorous procedure for admissions. Moreover, countries like United States, Canada, or UK require proof of command over English language by taking examinations e.g. TOEFL, IELTS, and SATs. Furthermore, admission to credible universities abroad need scores for GRE, or other evaluative exams such as USMLE etc. In such competitive environment with stringent exam procedure, coaching institutions prove to be of great help. Special institutes have been initiated all across the country where students can enjoy an interactive environment as well as can have hands on experience of the upcoming competitive exams. Coaching classes groom applicants in various ways depending on the exam specificity. A major component of most of the programs is mock examinations as way to practice the actual exam. For the benefit of the seekers as well the teachers, online programs are also being widely used by many of the coaching institutes.

MAHESH TUTORIALS

MT Educare - the company that owns the Mahesh Tutorials brand - is an institution that provides education and aims to mentor youth, through its qualified faculty and focus on teaching methodologies. From the beginning of its business two decades ago, MT Educare today has expanded to 190 coaching centres in 106 locations across Maharashtra, Gujarat, Tamil Nadu and Karnataka. MT Educare has serviced 59,500+ students in 2010-2011, and has 1400+ faculty and staff. Driven by its corporate vision of Global Reach in Education And Training (GREAT), MT Educare aims to establish itself as one of the leading institutions in the country offering quality education. The mission and vision of MT Educare is much focused.

MT Educare offers coaching for Std. IX & X State Board, ICSE and CBSE Boards, Science coaching for Std. XI, XII, Engineering & Medical Entrance Test - CET, Commerce coaching for Std. XI to T.Y.B.Com, along with entrance test preps for CA - CPT, CS, CWA, and for professional CA (IPCC & Final) exams. MT Educare has also diversified into Pre-School and Day Care services through 'Global Champs' which is very rare amongst coaching classes.

MT Educare also provides coaching for competitive examinations for admissions to universities offering the Masters in Business Administration degree through its subsidiary CPLPL (known as CPLC). MT Educare has recently started operations in New Delhi and Gurgaon under the brand 'Study Mate - Powered by MT Educare' through HT Learning Centres Limited, in a joint venture with HT Education Limited

At the Centre of Excellence, the MT Educare faculty is mentored to achieve and maintain the standards of content delivery and teaching. The teachers learn the nuance of curriculum, Technology Aided Teaching and pedagogy. It is also the centre of excellence.

All this, along with result-oriented teaching methodologies, evaluation systems and a track record of academic achievement, distinguishes MT Educare as one of the leading institutions in education.

CORPORATE PROFILE
Mahesh Tutorials is a venture of MT Educare - the institution reputed for going beyond just education, to offer students holistic development so that they succeed in academics as well as in life. Operating in Maharashtra, Gujarat, Karnataka and Tamil Nadu, MT Educare has serviced over 59500 students in the year 2010 - 11, has over 1400 faculty & staff and 190 centres in 106 locations. Driven by its corporate vision of "Global Reach in Education And Training (GREAT), MT Educare has established itself as one of the leaders in education.

MT Educare aims to equip students with the confidence to succeed in their exams, through a structured program prepared by qualified faculty in the field. Their vast experience ensures the content is continuously upgraded and relevant. At MT Educare, technology and teaching techniques are coupled with personalized learning solutions, while academic guidance is supported with value education - all to ensure the holistic development of the students.

Mahesh Tutorials offers coaching for Std. IX & X - State Board, ICSE and CBSE Boards, Science coaching for Std. XI, XII, Engineering & Medical Entrance Test - CET, Commerce coaching for Std. XI till TYBCom, along with entrance test preps for CA - CPT, CS , CWA, and for professional CA (IPCC & Final) exams. MT Educare has also diversified into Pre-School and Day Care services through 'Global Champs'.

At the Centre of Excellence, the MT Educare faculty is mentored to achieve and maintain the standards of content delivery and teaching. The teachers learn the nuances of curriculum, Technology Aided Teaching and pedagogy.

All this, along with result-oriented teaching methodologies, comprehensive evaluation systems and a high rate of academic success, distinguishes MT Educare as one of the leaders in education.

MTS EDGE

Researched Content: MT Educare offers a balance between theory and practical knowledge, and the course content is created by a qualified team of teachers who are experts in their field.

Parental Involvement: The Parent and Student counseling sessions help in providing the students with a suitable environment at home. It acts as a stress-buster and assists students in preparing for their exams. MT Educare communicates with parents via SMS and e-mail to keep them updated with their child's progress.

Technology Aided Teaching (TAT): MT Educare understands that experiential learning helps make complex concepts easily comprehensible. Hence, a new dimension is lent to the classroom experience by using audio-visual technology to create graphics, animation and footage across topics, so students can retain terminologies easily.

Comprehensive Evaluation: A test series in sync with the Board examination pattern is conducted. At the end of every exam, printed model answer sheets are given to the students, which help them clear their difficulties and doubts. The CET papers are technically assessed by OMR scanners. An analytical report is generated, which helps the students analyze subjectwise and chapter-wise performance.

Web-based CET Results: Parents as well as students can login to the system with their respective username and password, and view analytical results for all the subjects. This ascertains the student's strong and weak areas, both subject-wise as well as chapter-wise. The results also help the students know their rank across all the branches of MTS.

Online Tests: These help students practice using an online result generator. As soon as they submit their paper, they are able to know their score at the click of a button.

Qualified Faculty: Our full time, in-house teachers are always ready to help students, since doubts and queries are an integral part of learning. This dedicated team of teachers helps students perform optimally in the Board exams, as well as the CET.

Mobile Test: The MOBI-TEST is an application which contains a series of questions formatted like game, allowing a student to enjoy himself while studying. It is transferable over Bluetooth to a mobile phone and the software gives immediate results with hints and correct answers.

Electronic Doubt Solving: EDS helps the students get their doubts cleared by posting a query through e-mail which is answered at the earliest by the set of subject experts.

Keeping Them Sharp: Testing workshops and ICB (Intensive Coaching Batch) are conducted to motivate students and inculcate competitiveness.

Aids to Learning: Spacious classrooms provide a suitable environment for learning, while DG sets ensure continuous electric supply for uninterrupted training sessions. Students can access the library of reference books. RFID and Swipe Cards record students' attendance; and SMS alerts are sent to parents to inform them in case of a student's absenteeism.

Feedback & Suggestions: MT Educare believes that the most important factor in growth is constant feedback

and suggestions from students and parents. You can get in touch with the top management at feedback@science.mteducare.com.

CAREER DEVELOPMENT SLOUTIONS

Career Development Solutions (CDS) is that part of T3 which provides both individual and professional solutions to you. The aim of CDS is to help you in your self-development by guiding, mentoring and training you. This is in keeping with the core tradition of Mahesh Tutorials Group of Companies - the organization known for its unmatched standards of excellence, innovation and foresight.

CDS is a name given to the grouping of a variety of training programmes, which covers a broad spectrum of training needs. The training solutions provided by us are classified under English Training Solutions Personality Development Training Solutions Banking Training Solutions.

EVENTS IN MAHESH TUTORIALS

Seeya A Mega Farewell party for SSC students. It's the only event of its kind by any educational institute in Mumbai.

AFAE (Awards for Academic Excellence) A glittering awards function for students who have excelled in their Board exams.

Career Margdarshan Seeya '10

A mega farewell party cum career guidance seminar & exhibition for Std. X students of SSC, ICSE & CBSE streams. The Career Guidance Seminar was on Science & Commerce streams, followed by an Exhibition on career choices available today. The grand finale was Seeya, the farewell event with a 'WAR OF THE DJs' a fun-filled session of music and dance, where DJs will compete with one another to entertain and rock students like never before.

CUSTOMER HANDLING IN COACHING CLASSES:

Who are your customers? Why are they important? Without knowing this information, it is difficult for any member of the team to perform to their maximum potential in a customer-focused environment in education industry. Knowing and providing what the customer wants is the key to success in any organization. However, many education institutes claim to be customer orientated, yet complaints and dissatisfaction are still daily occurrences. In the future, successful institutes will be those who know their customers well and build mutually beneficial relationships with them through a thorough understanding of their requirements and an ability to meet those requirements, if not exceed them. It provides a framework for understanding what a customer is worth to your organization, and methods to support your people in their quest to build more effective customer relationships, thereby increasing the value of each relationship to the organization. Beginning the training activity by opening a discussion on The importance of excellent service, focuses specifically on the impact on the business of delivering excellent service, as opposed to merely satisfying or, worse, dissatisfying your customers. In order to ensure relevance to the group and the organization like coaching institutes, this discussion is followed by group exercises where the participants consider their own experiences of service, good and bad, as well as discussing their own needs as a customer. You then go on to lead a group discussion on what the customers of the organization want. General information on typical needs and wants is included within the text. Throughout the training activity participants are involved in group and individual exercises, and your role, as trainer, is to facilitate discussions and guide exercises to ensure transfer of learning. Who is it for: What is a customer worth to your organization. This training activity is intended for use by trainers to enable participants to identify the value of customer relationships and provides a framework for building more effective relationship management skil

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CUSTOMER HANDLING IN MAHESH TUTORIALS

As part of the report, we approached the vice-principle of Mahesh Tutorials Ghatkopar branch, Mr. Mukul Sethi, a highly qualified person and an excellent teacher. We asked him certain questions about Mahesh Tutorials and the customer complaints and its handling techniques practiced by their organization. Following is the analysis and findings of the meeting with Mr. Mukul Sethi:

Total No. of students in Ghatkopar branch: Approx 650 students

Streams of Teaching:

Both science and commerce for 9th ,10th ,11th & 12th for state board, CBSE, ICSE MH-CET, CPT.

Recent trend of Mahesh Tutorials:

Mahesh tutorial is famously known for its excellent teaching and infrastructure, and the trend says that the number of students is increasing yearly in this industry. With excellence in teaching methods and understanding student requirements and fulfilling those, they are able to attract many new students every year. With the excellence and uniqueness in teaching, students are attracted to get better results and stay ahead in this highly competitive world.

Competition for Mahesh Tutorials:

In this highly competitive world, it is really necessary to analyze the competitors and make strategies. Mahesh tutorial is one of the best classes for SSC (10 th) and it has rarely a competition in it. But for other courses it has some competitors like Karla-Shukla Classes and Sinhals. They are customer oriented and value student requirements and accordingly they apply different strategies to stay ahead of competition.

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Different types of customer complaints in Mahesh Tutorials:

There are rarely complaints from the students side, according to the vice-principle of Ghatkopar branch. Some of the complaints are for the teachers, for their teaching methods. Mahesh tutorials take strict action against teachers who are not able to perform well and provide rigorous training to teachers to gather students attention in their lectures.

As far as parents are concerned, there are different types of complaints from their side. Some of them being:

1. Bad results of students are the most common complaint from parents. 2. Time slot of the classes is one the major concerns for the parents as they need to adjust accordingly.

Some of the actions that Mahesh tutorial takes to improve upon are:

1. One to one counseling with students who are not performing well. They give special attention to weak students and solve their doubts personally and if students certain complaints for teachers or their methodology, they take corrective actions such as training is given to teachers and student batch is changed as per his needs or if many students has problem with one teacher then that subject teacher is replaced. This technique help Mahesh tutorials to know student problems and change system accordingly also this helps in maintaining good cordial relations with students.

2. Time slots are adjusted according to the school timings of the students. Often parents complaint about classes timings so to solve this problem they keep time slots as per students school timings, say if the school ends at 2.30 pm then they keep classes timings at 4.00 pm. This is done to properly manage students day so that they get enough time for self studies and for other assignments.

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To improve student satisfaction they focus on five things:

Actively Listen they give careful attention to students complaints and make sure that they are resolved soon.

Clarify to get understanding if student gets problem in understanding the subject then with one to one counseling they try to reach the exact problem of why the student is not getting the subject is it because of way of teaching or student interest or what exact problem he is facing.

Acknowledge something happen they acknowledge students (toppers) with gifts and awards in regular tests and final exams to motivate other students.

Resolve it they resolve student/ parents complain within a week.

Advance the relationship forward to maintain good cordial relation with students and parents they organize good farewell party for students.

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BIBLIOGRAPHY

http://www.mteducare.com/mteducare.asp

http://www.bestrealincome.com/5-methods-for-handling-customer-complaints/

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