Oxford College of Marketing

What is an excellent tutor? By Nicola Mee  

I get excellent feedback from all students and Rosie asked me to explain what makes me an excellent tutor – so here goes:

• My aim is to always exceed customer (students’) expectations, not just meet to them. My byword is not customer satisfaction – it’s customer delight. I am a ‘can do’ person who creates a great rapport with students
• I send all students a very positive welcoming email with contact dates and times when I am available – i.e. sometime everyday – and I confirm I am online everyday and they will get answers that day (I never fail to do this) and I also send my CV – so they feel they know more about me – I am not just a ‘virtual’ person – and my CV shows them that I am very qualified to help them which is reassuring.
• I encourage them to make initial telephone contact – then I am very real and I establish facts about them, who they work for etc to encourage rapport – and note this down – relationship marketing in practice.
• I try and go through assignments with students over the phone before they start work on it – not all take me up on it – but a lot do
• If they want to call me, I arrange a time by email and then make sure I am there to respond
• I remind them all the time – hand in dates/join CIM etc
• If they can’t meet dates occasionally I am flexible and negotiate new dates and then remind them what we agreed by email
• I give very detailed, but constructive feedback at all stages – in plain English and with as much help as possible. If things are too wordy for example – I show them in one para how to cut words – a practical demonstration. I give feedback in red and give them web links which may be useful.
• I send them my lectures notes on topics if I think it will help
• I basically am quick, responsive, helpful, efficient and always go the extra mile
• I persuade them, cajole them and also stick to what I have said as well – so I am no pushover and they soon learn that
• I spend more time with students who need it – this is compensated by those students who need very little help
• I use positive language as well – ‘great’ or ‘excellent’ as well as OK, weak etc – and, if the latter, I qualify this by telling them why I say this and what they need to do about it
• I practice differentiation in practice like all good teachers should – treat students as they want to be treated - with empathy, courtesy, speed and accuracy – and help them to get a very good grade