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Transactional to Relational - World Vision's JourneyOver the past two years, World Vision Canada's customer service team has been on an exciting journey of discovery that has moved us from being in a highly transactional environment to one that is intensely relational.
Our path to this new way of connecting with our supporters was anything but linear. We discovered that in order for our team to keep in step with the dramatic changes our entire organization was undergoing, we needed to embrace a new mind set that would impact every touch point, and encompasses the heart of our organization. We embraced new innovations and learnings, and from that we developed a holistic program that includes quality assurance, goals and objectives, soft skills training, weekly e-mail newsletters and online modules. Please come and join us as we unpack the road map we took from having transactional to relational conversations. |
About Anne |
Anne joined World Vision as Director of Supporter Care in Oct 2013. Anne had no prior experience leading Customer Service teams so has been leveraging her years of Partnership and Business Development work in other organizations to focus her team on becoming very customer centric. Her passions lie in developing each person to see their full potential, assisting them to build career paths within the organization. As a result the team is bridging the communications between donors passions and the amazing work of World Vision in new ways.
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