Customer Service - Creating the Best in Yourself and Others Module 2: Customer Service Through Understanding Values

About the webinar:

Everyone in YCYW works for the customer. Providing excellent customer service is not only important to external customers but internally to co-workers as well. We believe that the foundation for any high-quality customer experience is good interdepartmental communication and collaboration.

Webinar agenda:

• Rapport building – by mirroring and matching to create a warm connection, and making others feel more comfortable

• Values elicitation – list own top 10 values and rank them into the “Values Pyramid”

• Examine the other "Values Pyramids" to understand beyond similar values

• Communicating with people who have different values from ours

Target participants:

All staff, in particular colleagues from non-teaching functions (such as FAD, HRD, IDM, CPDD and ITD) who regularly work closely with internal stakeholders across the organisation’s locations and divisions.

Speaker:

We have invited Andy Clark, an experienced trainer who delivers effective communication, problem solving, cross-cultural understanding and leadership programmes to multinational corporations, education institutions and individuals throughout Asia Pacific. You can learn more about our guest expert, Andy Clark here.