Legendary Customer Service for Administrative or Academic Support Staff and Teachers
June 6-7, 2022 | 8:00 am - 4:00 pm
Nexus International School (Singapore)
This is a Certificate Program – 18 Hours of Professional Development will be Awarded.
Schools that had leaders recently complete this course:
Professional Development for Administrative or Academic Support Staff and Teachers with real school cases illustrating how support staff members and faculty members can provide exceptional service to everyone in the educational community. The ultimate purpose of delivering stellar service to both internal and external customers is to meet the students’ needs, enhancing their learning eventually.
If you want to make an educator cringe, use the word customer when referring to students or parents.
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 we all want to be treated like customers when we focus on what good customer service is. Customers are traditionally defined as 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 is treated.
If you want to increase the real value and benefit of working and learning at your school, you need to accept that we are all working in service to one another to realize the vision and mission of our schools.
Target Audience
Administrative or Academic Support Staff and Teachers
Certificate Course
18 hours of professional learning hours
“During the Legendary Service workshop, Henry set an example of legendary service. Because of work, I had to leave the first session midway. Henry took the initiative to contact me to make up lessons for me and then recommended a very applicable book to my current work situations. His care and mindfulness moved me. Throughout the training course, Henry invited professionals such as a foreign teacher, a parent, and an operations director to share their customer service encounters with the school's staff members. He also meticulously put all of us in groups to ensure diversity and encourage in-depth sharing. Henry also created case studies for us to role-play and practice the techniques. The case studies helped us to see challenges from the perspectives of colleagues in various departments. The whole training has given me two biggest inspirations: first, providing legendary service is teamwork. Second, legendary service begins with leadership. If it doesn’t happen, we should do our best to implement legendary service ourselves by cultivating legendary service into a culture. I thank ACAMIS and Henry for organizing this training!”
— Connie Liang, Beijing Chaoyang Kaiwen Academy
What will I learn?
By the end of the workshop, participants will understand the importance of providing exceptional customer service, learning to care for both internal and external customers, and applying the customer service principles and techniques in the school environment.
Many managers tell their frontline administrative or academic staff members and teachers to be friendly and give stellar 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.
Module 1
Making a Commitment to Legendary Service
The why always precedes the what and the how. Knowing the why will give us a better chance of success. It is essential to understand the importance of outstanding customer service intrinsically. Next, it is necessary to know what stellar service is and what characteristics are critical to delivering the desired service. With that knowledge, we will more readily commit to our goals. Participants will craft a clear personal service vision. Before a comprehensive plan is developed, participants will learn three simple steps to build rapport and relationships with their customers as a starter.
At the end of this module, the participants will be able to:
Understand the importance of delivering stellar customer service.
List a set of qualities for an outstanding service professional.
Construct a clear personal service vision.
State simple steps in developing rapport with customers.
Module 2
Knowing Your Customers and Their Preferences
To support and serve one’s customers more fully, it is vital to be attentive to customers to know who their customers are and what they want. Participants will learn about customer profiling. Active listening establishes connections between participants and their customers, which allows for ease of interaction and ensures that messages are being related completely and accurately. This will encourage the customers to express themselves more clearly and candidly.
At the end of this module, the participants will be able to:
Examine customer profiling to know the different types of customers they serve and the customers’ specific preferences.
Develop a method for collecting and processing customer feedback.
Cultivate active listening skills.
Module 3
Forming Longstanding First and Last Impressions on Customers
Making customers feel welcome is the first step. As the saying goes, you never get a second chance to make a first impression. The last impression you make may be the one that sticks with your customer the most.
At the end of this module, the participants will be able to:
Discuss ideas for making remarkable first and last impressions.
Identify points of contact with customers during day-to-day interactions.
Draft a plan to make each interaction matter.
Module 4
Being Responsive to the Needs of Customers
Focusing on relationships with both internal and external customers is the school’s most powerful competitive advantage. To accomplish that, participants will discover ways to show their customers that they care. Participants must respond to needs with kindness and empathy in all situations. In particular, it is extremely stressful to manage difficult situations that involve customers.
At the end of this module, the participants will be able to:
Identify ways to show their customers that they care about them.
Seek opportunities to build trust and earn trust with customers.
Learn techniques to deal with difficult situations that involve their customers.
Module 5
Empowering Oneself to Implement Legendary Service
Empowerment is taking the initiative to implement the service vision, including clarifying delegated authority, resources, policies, procedures, and protocols to realize the service vision proactively.
International schools have their own micro-culture. Despite a common language with which to interact in international schools, when people of radically different cultures come together, it is important to prepare host country support staff for their roles.
At the end of this module, the participants will be able to:
Clarify delegated authority, resources, policies, and procedures for them to take the initiative in implementing the service vision.
Identify trust-building blocks with their direct supervisor so that they will accept their feedback more readily.
Demonstrate characteristics that enable participants to thrive in the international school environment.
Program Reading
Legendary Service: The Key is to Care
极致服务：如何创造不可思议的客户体验
By Ken Blanchard
Please purchase the required reading for this workshop upon registration. The book is NOT included in the registration fee.
Here are some ways to purchase the book:
Amazon - English version (USD12.96 - Kindle, USD16.28 - physical)
Ebooks – English version (USD19.44)
Opentrolley (SGD 41.41)
Facilitator
Henry Wong
Henry, in addition to being an accomplished editor on interpersonal relationships, he is one of the few administrators who 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.
Henry worked in three international schools and two bilingual schools with student populations ranging from 220 to 1400. His international schools’ responsibility was to oversee and provide leadership for non-academic functions, including the Admissions & Marketing, Finance, Human Resources, Public Relations, IT Help Desk, Facilities Management, Auxiliary Services, Procurement, and Inventory departments. These schools had very culturally diverse teaching and family populations. All the schools are accredited by schools and colleges associations (US), and IBO authorizes the three international schools. He published a booklet titled "Preparing Host Country Support Staff for their Roles in International Schools."
At Suzhou Singapore International School, Henry raised his support staff’s service standards to a level that equals to best practices of great international schools in less than two years. The majority of his departments and offices received more than 90% of customer satisfaction from parents and teachers. Three offices obtained 100% customer satisfaction over three consecutive years.
Henry obtained his bachelor’s degree at Biola University, California, majoring in Organizational Leadership. After acquiring his master’s degrees in Education at Pepperdine University, and Intercultural Studies with an emphasis in International Business at Biola University, he took up an instructor position at Tianjin University of Technology in China. He taught two subjects – Intercultural Communication and International Trade. Besides, he taught Mathematics to middle school students for two years. He also received a multiple subject teaching credential with a supplementary authorization in Business Studies from California.
What people are saying…
SGD 388.00
Per Registration - Inclusive of Lunch
Participants are required to purchase a copy of Ken Blanchard’s LEGENDARY SERVICE: The Key is to Care 1st Edition. (Estimated cost is SGD 45.00)
Registration is limited to 7 people per school. If you would like to register additional staff, please email Erren Tsoi at erren@pdacademia.com.
Registration Instructions:
If you would like to pay by credit card, please click the “I would like to pay by CREDIT CARD” button below and then select the number of participants your school would like to register and provide their names, job titles, and email addresses. You will then be directed to a credit card payment window.
If you would like to pay by bank wire transfer, please email erren@pdacademia.com with the name, job title and email address of each person you would like to register and we will email you an invoice with bank payment instructions.