ACAMIS Presents
Legendary Customer Service for Administrative Staff
极致客戶服务线上课程
（专为行政人员而设）
This is a Certificate Program – 20 Hours of Professional Development will be Awarded.
这是一个证书计划 — 完成20小时职业发展课程的学员将被授予结课证书。
The registration for the first cohort session (09:00 - 12:00) is now full - thank you for your support!
第一班(09:00 - 12:00)的登记名额已满。谢谢你们的支持！
This registration is for the second cohort with session times from 13:00 to 16:00 China Standard Time.
现在开放登记第二个班，课程时间会在同一天中国标准时间 13：00-16：00。
What People Are Saying…
“……首先这个主题和我的日常工作息息相关，大家都很有融入感，而Heny又很好地带动了我们。大家一起学习，使用案例在大组里分享，在小组内讨论，我们还有角色扮演和课堂测试，PPT的制作等等……”
“……我也通过一些小练习跟外国员工，尝试和外国员工进行闲聊，然后闲聊之后就发现下一次再碰到他的时候，我们打招呼关系也不一样了，这很有助于培养一个紧密的关系，也很有助于下一次我能够更好地对这些外籍员工的服务。”
If you want to make an educator cringe, use the word customer when referring to students or parents. No educator wants to think of their school as a business, but when we focus on what good customer service is, we all want to be treated like a customer, especially staff. Customers are traditionally defined as someone buying a product or service from an organization based on its perceived value or reputation. The value and reputation are directly affected by how everyone connected to that organization are treated.
If you want to increase the real value and benefit of working and learning at your school then you need to accept that we are all working in service to each other for the purpose of realizing the Vision and Mission of our schools.
如果你想让教育者卑躬屈膝，在提到学生或家长时，请使用"客户"这个词。没有一位教育家愿意将他的学校视为企业，但当我们专注于什么是良好的客户服务时，我们都希望被当作客户对待，尤其是员工。传统上，客户被定义为根据组织的感知价值或声誉从组织购买产品或服务的人群。价值和声誉被与该组织相关的每个人的待遇的直接影响。
如果你想增加在学校工作和学习的真正价值和好处，你就需要接受我们都在为彼此服务，以实现我们学校的愿景和使命。
Who is this experience for?
这段经历是为谁准备的？
Mandarin speaking administrators, teachers, and academic/non-teaching support staff
讲普通话的管理人员、教师和教学/非教学支持人员
Subscribe to download the support booklet for local administrative staff in international schools created by Henry Wong, the course facilitator →
订阅以下载课程导师Henry Wong为支援国际学校的本地非教学员工设计手册 →
What will I learn?
我将学到什么？
By the end of the workshop, participants will understand the importance of providing exceptional customer service, learn to care for both internal and external customers, and apply the customer service principles discussed in the workshop in their school environment.
Many managers tell their frontline administrative or academic staff members to be friendly and give great service but do not explain how to deliver it. This is a very hands-on program; there will be ample opportunity to put the principles into practice.
研讨会结束时，学员将理解提供卓越客户服务的重要性，学会关心内部和外部客户，并在其学校环境中应用研讨会中讨论的客户服务原则。
许多管理者告诉他们的一线行政人员或教学人员友善并提供优质的服务，但没有解释如何提供。这是一个非常实操的项目，将提供充分的机会将这些原则付诸实践。
Module 1: Developing a Service Vision and Values
单元1：建立服务愿景和价值观
Providing excellent customer service is more than just individual responsibility. It ought to be the culture of the organization. Participants will learn to develop a clear service vision and values for the organization.
提供优质的客户服务不仅仅是个人责任。它应该是组织的文化。学员们将学习为组织建立清晰的服务愿景和价值观。
Module 2: Knowing Your Customers and Their Preferences
单元2：了解客户及其偏好
Being attentive to customers is to know who the customers are and what they want. Participants will learn about customer profiling and paying attention to the impression they are making on customers. Participants will develop active listening skills.
关注客户就是要知道谁是客户以及他们想要什么。学员们将了解客户分析的方法，并注意他们给客户留下的印象。
Module 3: Being Responsive to the Needs of Customers
单元3：响应客户的需求
Focusing on relationships with both internal and external customers is an organization’s most powerful competitive advantage. Participants will discover ways in showing customers that they care.
专注于与内部和外部客户的关系是组织最强大的竞争优势。学员们将发现向客户表示他们关心的不同方式。
Module 4: Demonstrating a Genuine Willingness to Serve Others
单元4：表现出真诚服务他人的意愿
Excellent customer service begins with serving. Participants will learn about serving their customers by being a good listener, dealing with difficult situations, and caring for others.
优质的客户服务始于服务。学员们将学习如何通过成为优秀的倾听者，处理困难的情况以及关心他人来为客户服务。
Schools we’ve worked with:
How will I learn?
我将如何学习？
This course has 4 live synchronous sessions where participants will collaborate online using Zoom. Prior to each synchronous live session participants will access course materials, submit assignments and collaborate online using Microsoft Teams. Please see below for a brief outline of the course and dates:
本课程有4个实时同步课程，学员们将使用Zoom进行线上协作。在每次同步实时会话之前，参与学员们可以通过 Microsoft Teams访问课程材料、提交作业并进行线上协作。有关课程和日期的简要概述，请参阅下文：
Asynchronous Course Work (1 hour of preparation for each week for four weeks)
异步课程工作（每周 1 小时课前准备，为期四周）
Legendary Service by Ken Blanchard – Each module chapters from this book will be assigned to participants that must be read before the synchronous live session.
Ken Blanchard 的传奇服务 – 本书的每个单元必读章节将在同步实时会话之前分配给学员们。Participants will be asked to assess their own customer service practices related to module content and report on them in the synchronous live sessions.
将要求学员评估自己与单元内容相关的客户服务实践，并在同步实时会话中报告这些做法。
Saturday Synchronous Live Session (3 hours with the Facilitator for each week for four weeks)
星期六同步现场会议（每周 3 小时与讲师互动，为期四周）
09:00 to 12:00 (China Time) on Saturdays
December 5 | December 19 | January 16 | January 30
Post Course Coaching Call with the Facilitator to review procedures implemented.
与讲师进行课后辅导电话，审查完成进度。
This will be scheduled between March and May of 2021.
将于2021年3月至5月间进行。
Schedule
课程时间表
Date & Topic 日期与主题
Activity & Overview 活动和概述
Module 1
模块 1
Developing a Culture of Service
发展服务文化
December 5, Saturday 09:00-12:00
12月5日,周六，09:00-12:00
Asynchronous - Pre-Module Preparation 异步-模块前准备
The book "Legendary Service" explains what excellent customer service is and looks like. This one-hour coursework includes the reading of chapters 1-4. Participants upload a personal introduction to the Online Forum.
《极致服务》一书解释了什么是出色的客户服务以及它应该如何。这1小时的课程作业包括阅读第1-4章。学员们将个人介绍上传到在线论坛。
Synchronous Live Session #1
实时同步环节 #1
During first part of the session, participants share their thoughts on their reading. Using video productions, case studies, and discussions, this session highlights the importance and discusses the "how-tos" of developing a culture of service that permeates the whole school. Participants will learn how to develop a customer service vision.
在本环节的第一部分，学员们分享对阅读内容的想法。使用视频作品，案例学习和讨论，本环节强调和讨论了如何发展遍及全校的服务文化的重要性。学员们将学习如何发展客户服务愿景。
Module 2
模块 2
Knowing Your Customers and Their Preferences
了解你的客户及他们的偏好
December 19, Saturday 09:00-12:00
12月9日,周六，09:00-12:00
Asynchronous - Pre-Module Preparation. 异步-模块前准备
The book talks about being attentive to the customers. This one-hour coursework includes the reading of chapters 5-7. Participants make observations of good and bad customer service examples. 这本书谈及要关注客户。这1小时的课程作业包括阅读第5-7章。学员们需要观察好的和坏的客户服务的例子。
Synchronous Live Session #2
实时同步环节 #2
Participants share their thoughts on the reading and their observations of customer service. Participants will learn about customer profiling, paying attention to the impression they are making on customers, and being a good listener. Participants will also learn techniques in drawing out information from their customers and learn to develop a plan to discover customers' needs, wants, concerns, preferences, and habits. A multiple of learning methods including case studies and role plays will be used.
学员们分享有关阅读和客户服务观察结果的想法。学员们将学习有关客户描述的信息，关注他们给客户留下的印象，并成为一个好的倾听者。学员们还将学习从客户那里获取信息的技巧，并学会制定方案以发现客户的需求，意愿，关注点，喜好和习惯。将使用多种学习方法，包括案例研究和角色扮演。
Module 3
模块 3
Being Responsive to the Needs of Customers
回应客户的需求
January 16, Saturday 09:00-12:00
1月16日,周六，09:00-12:00
Asynchronous - Pre-Module Preparation 异步-模块前准备
The book expounds ideas of responding to the needs of customers. This one-hour coursework includes the reading of chapters 8-10. Participants will practice their listening skills.
这本书阐述了回应客户需求的想法。这1个小时的课程作业包括阅读第8-10章。学员们将练习他们的倾听技巧。
Synchronous Live Session #3
实时同步环节 #3
Participants share their thoughts on the reading and report their listening practices. In simulated situations, participants will learn how to deal with difficult situations and caring for others. respond to the customers. A major part of the session discusses principles of building great professional relationships with customers.
学员们分享他们对阅读的想法并报告他们的倾听练习。在模拟的情况下，学员们将学习如何处理困难的情况并关心他人，回应客户。会议的主要部分将讨论与客户建立良好专业关系的原则。
Module 4
模块 4
Demonstrating a Genuine Willingness to Serve Others
表现出真诚服务他人的意愿
January 30, Saturday 09:00-12:00
1月30日,周六，09:00-12:00
Asynchronous - Pre-Module Preparation 异步-模块前准备
This one-hour coursework includes the reading of "Preparing Host Country Support Staff for their Roles in International Schools." The booklet talks about what local support staff ought to do consistently to make a difference in the school where they work.
这一个小时的课程作业包括阅读“让本地支持人员为他们在国际学校中的角色做好准备”。这本小册子介绍了当地支持人员应该采取哪些措施，以使他们所在的学校有所作为。
Synchronous Live Session #4
实时同步环节 #4
Participants will learn about unleashing the full extent of their delegated power to serve the customers. This session seeks to discuss the application of the principles found in the booklet for their daily work in order to make a significant difference in their school.
学员们将学习如何充分发挥被他们赋予的权力为客户服务。本节计划讨论手册中原则在日常工作中的应用，以期在他们的学校中发挥重大作用。