CEM Task 4

AIESEC Surat | India

Firefighting and Response Rate

Procedures for LC fire-fighting

• When a case is opened :The EP is contacted through an e-mail asking him/her how their experience was? After which they are informed that they have rated us a 6 for example, which is followed up by asking them about what exactly went wrong as we would love to hear their feedback and improve our service and it is CC’ed to the NCB. The case status is then shifted to “In progress” on CG.

• After a reply from the EP on the previous mail, which lists out the problems/issues that the EP faced. The fire-fighting team works on drawing solutions to these problems. The output of this is discussed with the Quality Manager of the LC and the best solution is then executed. A mail is sent again to the EP (CC’ed to the NCB) with the final solution which was implemented and asks him if it was a satisfying or not.The case status is then changed to “Closed”.

• Every time a case status is changed, it is accompanied by a comment in the ‘comments’ space under the case details and an e-mail cc’ed to the NCB to improve on the tracking on how effectively or not is the fire-fighting taking place.

Incentives to increase Response Rate

• Having EP of the project award and including 3 survey fillings in the criteria of eligibility.

• Also if an EP fills out all the 3 surveys, they would receive a certificate from the LC for giving their valuable feedbacks.

• In the case of TMP-TLP on exchange, the team leader of the team would be responsible for getting the NPS surveys filled for all the other EPs of the project.