Transactional to Relational - World Vision's Journey
Over 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.
Margaret began working for WVC in 2000 as a customer service representative. Since then, she has been in a number of roles including Team Leader, Call Monitor and the Voice of the Customer Coordinator in Supporter Care. This past year, she has assumed an additional role as our Quality Assurance and Voice of the Customer Coordinator. Margaret's vast experience in customer service has given her a strong understanding of our supporters' high expectations as it relates to service excellence. In her position as QA Coordinator, she oversees all aspects of quality assurance and our soft skills training program for World Vision Contact Center staff members. She is a champion of relational customer service and has a passion to see others grow in their dedication and ability to provide outstanding care to our amazing supporters.