Growth through better Customer Experience “The Longer you wait, The Harder it is to provide...
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Growth through better Customer Experience
“The Longer you wait, The Harder it is to provide Outstanding Customer Satisfaction”
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Get into Your Imaginative Hat
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What Would you do ??
You left the Bus to get water
The Bus Left
Your Mobile Charge is off !!!
On Your way to the conference
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How did you feel ?
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Reflect it on our Customer
Comes to the airport onto a new Experience
Finds No one in the airport waiting for him
Does he Know WHAT He will do on His Experience?
Does he Know Why He will do this Experience?
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Put yourself in That Shoes
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Who is responsible of Ensuring This to Happen ?
“It Starts with Respect. If you respect YOUR Customer as a human being and truly honor their right to be treated Fairly and Honestly, Everything else is much easier”
ANSWER IS
EVERYONE in this Room!!!
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Top Detractor Issues
• Pick Up • Job Description Clarity • Job Description Alignment
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Strategies to Deliver Better
Experiences
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1.EP Team Leader
“To Understand the man , You must first walk a mile in his shoes ”
Why ?
How ?
EPs Improve their XP through Sharing Spaces
EPs are Satisfied with their Experience
EP Lead a multicultural Team and Be touch point with Hosting Entity
Host Entity Select Person through matching InterviewTeam Structure could be by project or Nationality
Clarify the role in the TN
EP arrive earlier and Prepare
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2. Intern Micro Experience
“Always Give People more than what they expect to get”
Why ?
How ?
EPs have Deeper Understanding about AIESEC Impact in SocietyEPs get other Opportunities to Learn about cross cultural leadership.Create More Promoters
Global village
Recruitment
Sales visits
Showcasing Event
Incr
ease
you
r HR
Capa
city
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3.Interns Preparation Seminr (IPS)Cultur
al PreparationExchan
ge Preparation
Country
Preparation
“We are what we ALWAYS Do, Excellence is’t a single act, it is a habit”
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ChannelsVirtual Chann
elsPhysic
al Chann
elsWelco
me Packs
“Under Promise and OVER Deliver”
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4.LEAD for EPsObjectiveCreating a leadership development program to ensure better reflection for the experience that the EP is having inside the CY and help his journey to have a huge impact on him
Local Implementation:It is going to be co-delivered between the 2 CYs based on specific Eps that are going to participate to be in it and they are going to have specific scheduele for it in the hosting entity and the sending entity would have to close the LEAD Program in their CY when EP comes back
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5.Experience Feedback System
“Unless you have 100% Customer Satisfaction,You Must Improve
Firefighting
Innovation
Showcasing
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Fire Fighting Techniques
• LC having a Call Center 3 days per week Specific Times Ensuring Fast Response.Call Center
• Weekly Checking on NPS• Maximum Period from Open Case to Closed is 3 days.
Quality Assurance Teams
• There is Online Complaint group for interns in the CY to communicate with each other and with the LC
• LC Interns group to spread the news about any LC activities for interns
Social Media Groups
“Your Customer doesn’t care how much you know till they know how much you Care”
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6.Host Family
• Make Sure Rules are Implemented.
• Better Culture Experience which is one of the Value Proposition of GCDP.
“Only a Life Lived in the service of others is worth Living”
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Things to Remember
1. Intern Team Leader
2. Intern Micro XP
3. IPS
4. LEAD for Eps
5. Experience Feedback System
6. Host Family
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