1. Exchange Program Policies (XPP) and legal procedures

2. Exchange Program Policies

3. Be prepared for…

4. Involved Parts Intern or Exchange Participant (EP) – You Organization (TN Taker) – The Company that gave you the job Local Committee (LC) – The AIESEC Committee whom which you run all your process!!! Is your Sending AIESEC Entity Hosting AIESEC Entity – The LC that receives you in the intership country Member Committee (MC) –The biggest representation of AIESEC in your country. Sponsor Member or Sponsoring Country – A Member Committee which is supporting the extension of AIESEC to a new country or territory AIESEC International (AI) – The biggest representation of AIESEC in the world.

5. NET PROMOTER SYSTEM

6. How do we use Net Promoter System in AIESEC? We created a Customer Experience Manangement (CEM) Programme to provide MORE and BETTER experiences by becoming a Customer Centric Organization.

7. Objectives To establish Customer centricity in my entity by shaping the culture, incentives, reporting and providing operational training To increase response rate by applying policies, incentives and other actions. To increase the % of promoters by improving my processes for experience delivery and enhanced the value of my internships/team experiences To address the needs of my EPs and members by ensuring effective fire-fighting practices

8. How NPS Works Email to Customer Result (Customer Gauge) Data Analysis

9. “How likely are you to recommend your experience to a friend or a colleague?” 0 1 2 3 4 5 6 7 8 9 10 Detractors PassivePromoters NPS = % of promoters - % of detractors Scale: -100 to +100 How NPS Works

10. Procedure

11. Quality Cases Solving Steps Follow common performance Keep a written support Be aware of your rights and dutys.

12. What you must Always do Be aware of time in every case and act efficiently. Get properly informed Collect Evidence Find support in Policies Be open to negotiation

13. What NOT to do Remain Quiet Skip normal procedures Being Unprofessional Stick to personal judgment

14. Its up to you

15. The quality of the experience is your responsibility. We can advice you and support you with info and processes, but you as an AIESECer have the responsibility to guarantee your own quality experience.

16. Showcasing

17. Have a nice Experience

18. Questions

19. Thank you!