Customer Experience Standards Implementation Our Focus & Strategies
Content
- Our Focus - Outgoing Preparation - Incoming Preparation - Accomodation
Our Focus After getting insight into the realities of Exchange Standards in Algeria through a national survey and during our National Conferences, MC and LCs together chose three focus Standards that we believe must be our priorities, as they contribute to providing the EP with a comfortable cross-cultural experience and a great development journey.
Outgoing Preparation OPS is not negotiable anymore. It is mandatory for us to organize a proper OPS for absolutely all our EPs. The OPS Agenda needs to include: ✓ AIESEC presentation (AIESEC purpose, LDM, SDG alignment) ✓ Goal setting (A clear development plan according to the LDA results) ✓ Expectations setting ✓ General cultural preparation (+ Special preparation according to the country) ✓ Exchange Standards (Your EPs need to be aware of their rights) ✓ Communication flow (between the EP and their EPM: checkpoints + assistance)
! Nota Bene • • •
Make it mandatory for your EPs, no matter what Align it with the HE’s IPS (LC2LC IR work is always necessary) Virtual OPS, if the EP cannot attend the physical one
Find here the agenda’s details.
Incoming Preparation More than even, IPS is mandatory too. After the experience acquired so far, we all realize how important it is for us. The IPS Agenda must include: ✓ GV value proposition (SDG contribution, social impact, leadership development and cross-cultural experience ✓ Goal setting (A clear development plan according to the LDA results) ✓ Expectations setting ✓ Algerian cultural preparation (Society, traditions, religion, stereotypes…) ✓ Project & LEAD (Execution details and introduction to the LEAD concept) ✓ Communication flow (between the EP and their EP Buddy)
! Nota Bene • • • •
Make it mandatory for EPs, as they all should go through it Align it with the SE’s OPS (LC2LC IR work is always necessary) Remember IPS is for integration Your LEAD framework is all about contributing to the EP’s goals according to their LDA results
Find here the agenda’s details.
Accommodation How do we make sure one of the most challenging Standards for us is always provided? Our Strategy consists on the following: ✓ Run early offline hosting campaigns ✓ Promote and support the online campaigns ✓ Run an internal hosting campaign for members ✓ Organize a Host Preparation Seminar* for all applicants ✓ Seal the deal with a Host Contract ✓ Involve your hosts and integrate them in the projects
! Nota Bene Whether it’s a host family, an EP house or a hostel • • •
make sure that:
Your accommodation meets the minimum accommodation standards according to XPPs You let the EPs know about their accommodation details before their arrival (address, contact…) You establish a complaint process and form and communicate it to them
* The Host Preparation Seminar is a meeting with the hosts to introduce our organization, projects and hosting program. Find its agenda’s details here.
Contact
Maria BOUZEGHOUB MCVP Project & Operations Management maria.bouzeghoub@aiesec.net
mc.algeria@aiesec.net