Building up a better service for our customers is not only a strategic initiative, it should be the habit of our 3000 members network!

Introduction

Bottom Line of Firefighting

Firefighting Levels

Customer Solutions & Innovation – CSI Team

CSI Local Teams

Tools

Fire preventing OGX

Fire preventing ICX

Coming Next!

Within this guide you will find everything regarding Firefighting. Every single team working on Firefighting and the correct procedures to implement it. There a few new rules playing on so please read carefully each one of this pages.

This will only happen if it becomes the habit of our entire network. Being a customer centric organization is not an easy thing and for sure, it can’t be the responsibility of a few, in spite of your working area, whether you are a Team Member for Marketing, a Team Leader for Finance or even the LCP – you are supposed to be involved in the resolution of our networks quality issues.

The real question behind customer centricity is not about achieving a high NPS score… its how much we care about any human being’s life.

Welcome to a new AIESEC. Welcome to an AIESEC focused on growth while achieving high quality standards. Everywhere, anytime, every day.

The GOLDEN RULE: Treat others the way you want to be treated.

That’s what customer centricity is all about. Providing our customers with the experiences we want to live and in order to achieve this, Firefighting plays a huge role.

Firefighting is our clear assistance to our customers’ network. It’s giving the possibility of a 24/7 service in order to ensure the security, wellness and proper experience to each one of our members abroad and to our interns in Colombia. Its caring about any single dissatisfaction manifesto and doing something to fix it as fast as possible within our boundaries and internal policies.

Within this pages you will find the proper guide for Firefighting. Please read it carefully!

Step 1

Internal Level

Step 2

Local Level

Step 3

National Level

Step 4

International Level

Within 24 Hourssince the Case is

Open!

Within 48 hourssince the case is

open!

7 Days since thecase is open!

14 Days since thecase is open!

The intern or the TN organization should inform each other and try to solve theissue privately.

NOTE: TN manager or EP manager MUST support this process.

If step 1 has been tried and failed, the intern or the TN manager should informthe Home & Hosting Local Entity in order to get the issue solved.

NOTE: Hosting & Home entities’ VPs, Local CSI Teams, EP manager and TNmanager MUST support this process.

If step 2 has been tried and failed, the TN manager or the EP manager shouldsend request to CSI in order to get this case solved.

NOTE: Hosting & Home entities’ MC, LCPs and EP/TN manager should supportthis process. CSI will ONLY accept a case when it’s proved that Step 2 hasfailed.

If step 3 fails at MC to MC level. CSI, together with the MCVP Responsible, is incharge of taking the case to ICB for international arbitrage.

NOTE: Let´s try to keep our cases within the previous three levels. ReachingICB is unacceptable.

Contacts:

Cata Medina CSI.chair@co.aiesec.org

Edu Flórez CSI.ogip@co.aiesec.org

Lucho Medina CSI.igip@co.aiesec.org

Sonia Sutta CSI.igcdp@co.aiesec.org

Pedro Pabón CSI.ogcdp@co.aiesec.org

Cata Medina

CSI Chair

EduFlorez

CSI oGIP

Pedro PabónCSI oGCDP

Lucho Medina

CSI iGIP

Sonia SuttaCSI iGCDP

VERY IMPORTANT: The National CSI team will be involved in all

your cases once you prove you tried to solve the cases at local

level without any success!

Purpose:1. For OGX EPs: To get direct help from MC which is

faster and more effective.2. For trainees: To handle conflicts with LCs in Colombia.3. Communications & Updating.4. Process Improvement & Innovation.5. For any stakeholder to consult about XPP.6. Structure and HR: How to make sure everyone’s

committed and fast responding?7. Making sure everyone knows about this tool.

CSI Chair

CSI ICX CSI oGIPCSI

oGCDP

CSI Chair

CSI OGX CSI iGIPCSI

iGCDP

CSI Chair

CSI GCDP

CSI oGIP CSI iGIP

CSI Chair

CSI GIPCSI

oGCDPCSI

iGCDP

CSI Chair

CSI iGCDP

CSI oGIPCSI

oGCDPCSI iGIP

Integral Growth Entity

OGX Focused Entity GIP Focused Entity

ICX Focused Entity GCDP Focused Entity

The CSI Local Teams will be in charge ofFirefighting at Level 1 and Level 2. They willbe tracked by the LCEBs together with thenational CSI team. Please follow up thestructure proposed according to yourentity. This teams will receive constantupdates on your entity’s cases status.

Net Promoter SystemDuring the exchange experience, our customer will receive three times our NPS Survey. The first one when they are

matched, the second one when they are Realized and finally when they complete their exchange experience. Our

customers are asked whether they are up to recommend the AIESEC experience or not within a 1 to 10 scale. They are

asked about the issues that support their statements and afterwards they are asked if they need immediate support

from AIESEC, YES OR NO – If they say YES the EP just opened a CASE!

CSI Cases Follow Up LinkThe thing with our current NPS platform is that we can only reach our EPs and Trainees in three touch points: Matched, Realized & Completed. What happens then if an EP NEEDS our support anytime between those dates? For that reason

we opened a 24/7 link in PODIO! Our customers can reach us whenever they want in order to get their issues solved!

PLEASE: Share this link in ALL your EPs/Trainees FB groups, google groups, newsletters and so on!

LINK: http://bit.ly/1idT0rV

1. Complete & clear JDs: Marketing & Design is NOT a valid Job description. It´s not enoughinformation for us or for our EPs to understand their responsibilities.

2. Company’s Background: Please check EVERYTHING about the company before sendingsomeone. Check the Country’s Chamber of Commerce webpage in order to understand

3. Security of the City: Please check that our customers will be living in extremely safe zones ineach one of their cities.

4. Please hold a chat with the TN Taker together with your EP in order to align expectationsabout the working experience and job descriptions.

5. CHAT WEEKLY with your EPs. Let them tell you EVERYTHING about the experience. What’sokay and what’s not okay at all.

6. Please send your EPs to LCs with proved expertise in servicing. You can check this out inCustomer Gauge.

1. Pick ups! Please get informed about the arrivals of your trainees at least 10 days before. Writethem about who’s picking them and where they are staying the first nights. NO TRAINEE WILLCOME TO COLOMBIA WITHOUT A HOST FOR THE FIRST WEEK.

2. EVERYONE! BEFORE COMING NEEDS TO HAVE AN EXPECTATIONS CHAT!3. Please double check the quality of the houses offered to our trainees and review the match-

ability between the profiles of the owners and the trainees.4. Ask your trainees to do some Personality tests and send them to you all. It´s important to

understand them and how to deal with them.5. Legal Documents: Health Insurance, MEMODEAL, Registration at Migration office and

Colombian ID.6. IPS! The company, AIESEC and the trainees. Two days: EVERYTHING ABOUT THE EXPERIENCE!7. Meet your trainees once a week in order to get them informed and to review their

experiences. It’s communication basics, send a newsletter weekly as well.

Helpdeskfor our

Customers

FrequentlyAsked

QuestionsPage

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