If there is one
thing I don't like it is rules and other things that limit me,
however, Expatriate Counseling Franchise can only work when
everybody uses the same methods. This way the client knows what
they are getting!
The concept is
that Expatriates who need help can go to Expatriate Counseling
in the country/city they are currently living in and get the
same quality help and service that they got in another
country/city. This is the same as with any other franchise, be
it McDonalds, Dell, Apple to name a few big ones.
Below are a few
samples of the rules that Expatriate Counseling Franchise
members have to adhere to:
Clarity – being clear about terms,
conditions, rates and how EC/you work BEFORE somebody makes an
appointment! After initial contact ask to send the Terms and
conditions by email. This is also to protect you and any
misunderstanding that may occur.
Service – Service is the most
important factor of Expatriate counseling, especially in NL!
Once people have contacted EC, we will do whatever we can to
accommodate them whether that is referring them to a colleague
within EC or outside and doing this with a smile! They may
return someday or refer somebody else to us. Either way they now
have a positive view of EC!
Responsiveness – Respond to emails
as soon as you read them or at least within 12 hours. If you
don’t have the time to write a proper reply, let them know that
right away and let them know when you will get back to them and
do it! When not working, away for short trips or long vacations,
have an automated email response system answering your emails!
Return
phone calls as soon as possible or at least within 12 hours.
If you don’t have time, call them anyway and ask them when they
have some time you can call them. Again when away, tell them on
the answering machine that you are “closed” and kindly refer
them to somebody else.
Opening hours – In general EC is open
from 10:00 (am) till 10:00 (pm) 22:00, 7 days per week! This of
course does not mean you are required to work these hours but it
is something that works. Many expatriates are professional
(managers) who simply can not take off from work and would much
rather have session in the evening or weekends.
Still interested?