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The Face of Yo San

Facilitated by Yo San University Director of Enrollment Management, Joslyn Williams, and her assistant, Yaneth Moreira, a series of University staff development sessions, titled The Face of Yo San, focused on subtleties of interpersonal interaction and human communication that that are likely to facilitate satisfaction and positive feelings on the part of students, clinic patients and other visitors to our busy campus.
12/05/2013



Facilitated by Yo San University Director of Enrollment Management, Joslyn Williams, and her assistant, Yaneth Moreira, a series of University staff development sessions, titled The Face of Yo San, focused on subtleties of interpersonal interaction and human communication that that are likely to facilitate satisfaction and positive feelings on the part of students, clinic patients and other visitors to our busy Washington Blvd. campus. The highly participative session began with staff members sharing examples of recent experiences of both excellent and poor customer service.   Williams and Moreira then did a quick overview of the six basic needs of consumers:  fairness, friendliness, correct information, control, options and understanding.   The sessions proceeded with participants enacting several difficult simulated scenarios, as well as the recapping and debriefing of recent actual incidents.   The facilitators demonstrated the importance of the six needs of consumers and how staff behaviors and communications either meet or frustrate those needs.   While the entire Yo San University staff already has a well earned reputation for excellent customer service, The Face of Yo San sessions were a concrete and effective reminder  regarding the positive customer service behaviors that are an essential component of  the Yo San University brand.

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