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.