By Goh Yi Han

REPUBLIC Polytechnic recently scored the highest among commercial schools in a recent survey which measured customer satisfaction levels across various industries. (Other winners include StarHub and Mustafa Centre in their respective fields.)

The school's performance in meeting customer expectations and delivering high-quality services set me thinking.

If I had been told as a student that I was a 'valued customer', I'm sure this empowerment would have boost my pre-university years.

Thinking of students as customers is valid.

As stakeholders, they pay fees and contribute to their academic community, and are the reason schools exist. Why shouldn't they have the right to expect a say in the way they are learning, and for their needs and concerns to be addressed?

Although my own school years were memorable, I generally went with the flow, ultimately doubting that those in authority would pay me any attention, or think me a troublemaker.

The times when I needed more time to complete a project but couldn't get an extension, or when I felt some assembly talks were boring but had my suggestion to make attendance optional dismissed by the principal, come to mind.

While being branded as 'customers' at school might seem strange, I believe the shift in mindset would do wonders for students' self esteem, knowing that they matter as individuals, and that their views are being taken seriously.

At Republic Polytechnic, being 'customer-oriented' is a core value, and the school's administration goes out of its way to make students' lives better. That includes providing amenities like a One-Stop Centre to handle their daily needs, such as paying fees or organising events.

It also emphasises an 'open-door' policy, inviting students to directly approach their teachers or the principal with their grievances.

The message is clear: Students come first. If the customer is always right, then it follows through in this environment, that students are too.

What's not to like about this?

If the same rule applied to younger students, they would get a say in matters close to their hearts - how they felt about their uniform, what time lessons should start, how many CCAs they want to take.

They would probably like going to school more, too.

No one should be too young to be treated with respect, after all.

Sure, there have to be limits. Students are in fact*, often wrong, and need to have their errors pointed out.

But what better way to learn good values than from example?

Besides, understanding how to be a 'good customer' happens in response to exemplary service and attitudes. Teachers will play a key role as 'service providers', teaching students to express their views reasonably and intelligently, instead of making inconsiderate demands.

Being a customer isn't just about taking, but giving as well. If students learn that well, their communities - societies even - will be the better for it.

This article was first published in The Straits Times.