Designed for Administrative Heads of Departments and their deputies and team leaders
Leading Your Team in Legendary Service
This is a Certificate Program – 18 Hours of Professional Development will be Awarded.
Schools that had leaders recently complete this course:
In addition to being an accomplished editor on interpersonal relationships, Henry Wong is one of the few administrators that have served in both academic and non-academic roles in a school. He has more than sixteen years of work experience in international schools based in Singapore, China, and the US. His administrative positions have included Senior Admissions and Marketing Manager, Business Administration Director, and Co-head.
Participants will work together to…
Understand customer service in the context of their respective departments and who their customers are.
Craft a vision for customer service in their school.
Develop guiding policies for their respective departments to realize that vision.
A secondary objective for this program is for participants to facilitate in parallel or directly after this program a book study with their staff and introduce to them the guiding policies they developed. Participants will be supported throughout the program by the PD Academia facilitator through a variety of means, including but not limited to:
Instructions for how to facilitate a book study with staff
Customized case studies
WeChat Group with Customer Service tips of the Week for 3 months
Personalized Coaching by the PD Academia facilitator
What people are saying…
What will the participants learn?
Managers or their designees will learn about leading their teams in customer service by establishing a service vision, cultivating a culture of service, and developing methods of measuring progress.
Understand the importance of providing exceptional service standards.
Learn to care for both internal and external customers.
Apply the customer service principles discussed in the workshop in the school environment.
“Lack of commitment among host country support staff is typically not the challenge. However, ensuring they ‘Fit In' is.”
International schools have their own culture. This culture is different from the overall culture of their host country. It is a little world within a larger one, just like a microcosm in a thriving universe. It is a micro-culture. Think of a penguin population from the glaciers of Antarctica, inhabiting a cold oasis in a scorching desert. I know it sounds bizarre, but if you can envision this then you probably have or are experiencing it. These schools are built to offer a global experience and therefore they have their own micro-culture.