Edexcel helpful?

I have a problem with a missing marksheet, nothing terrible but, a pain. I got an email at 5.15 tonight, Friday, asking me to deal with it.

I responded in the usual way, email, but then decided to do something radical. So I picked up the phone and spoke to someone. She turned out to be delightful and put me at ease. As a result I will now think of Edexcel in a different light, for the timebeing anyway.

So what did I learn? We need to train our staff who answer the phone. Not to be nice, they are lovely already, but to have confidence to be themselves. Perhaps more people will then have a better experience of contacting the school.