Legendary Customer Experience 2025
Legendary Customer Experience: Building a Culture of Service in Schools
Qingdao Amerasia International School
Thursday & Friday, November 13-14, 2025
Professional Development for Support Staff with real school cases illustrating how staff members can provide exceptional experience to everyone in the educational community. The ultimate purpose of delivering stellar service to parents, teachers, and other staff members is to meet the students’ needs, enhancing their learning eventually.
If you want to increase the real value and benefit of working and learning at your school, you need to accept that we are all working in service to one another to realize the vision and mission of our school. We ought to build a culture of service for the whole school. In doing so, we show our parents, their children, and our teachers and other staff members that we care about them. Whenever an issue pops up, it is important that we engage, answer doubts, and help solve the problem. That’s how these critical stakeholders know that we want what is best for our students.
Target Audience: Administrative or academic support staff and leaders.
Workshop Outcomes
By the end of the workshop, participants will understand the importance of providing exceptional experience, learning to care for students, parents, teachers, and other staff members, and applying the service principles and techniques in the school environment.
Many managers tell their frontline administrative and academic staff members and teachers to be friendly and give outstanding service but do not explain how to deliver it. This is a very hands-on program; there will be ample opportunity to put the principles into practice.
Workshop Information & Price
Date: November 13 & 14, 2025 (Thursday & Friday)
Time: 9AM – 4:30PM for both days
Location: Qingdao Amerasia International School
Early Bird Registration discount is available until Sep. 30th 2025.
ACAMIS Members
$400 USD per person (Includes the DiSC Behavioural Assessment and licensed course materials). After September 30 the rate will be changed to $500 USD per person.
Non-members
$500 USD per person (Includes the DiSC Behavioural Assessment and licensed course materials). After September 30 the rate will be changed to $600 USD per person.
This is a Certificate Program, 16 Hours of Professional Development will be Awarded.
Program Agenda
Module 1 - Making a Commitment to Legendary Service
Overview:
The why always precedes the what and the how. Knowing the why will give us a better chance of success. It is essential to understand the importance of providing amazing service intrinsically. Next, it is necessary to know what stellar service is and what characteristics are critical to delivering the desired service. With that knowledge, we will more readily commit to our goals. Participants will craft a clear personal service vision. Participants will learn three simple steps to build rapport and relationships with parents, students, teachers, and other staff members as a starter.
At the end of this module, the participants will be able to:
- Understand the importance of delivering stellar service.
- List a set of qualities of an outstanding service professional.
- Construct a clear personal service vision (a Thank You letter).
- State simple steps in developing rapport with parents, teachers, and other staff members.
Module 2 - Knowing the People They Serve, and Their Preferences
Overview:
In the pursuit of providing comprehensive support and service, it is important to cultivate a deep understanding of the individuals we serve, recognizing their unique characteristics and preferences. By honing the skill of profiling, participants will be better equipped to tailor their approaches, exceeding the expectations of those they serve.
At the end of this module, the participants will be able to:
Gain a profound understanding of why it is crucial to familiarize themselves with the individuals they serve and to be cognizant of their preferences. Delve into the intricacies of profiling, exploring methods of discern different types of individuals with their service spectrum. Building on their knowledge of profiling, participants will learn how to translate these insights into action. The goal is not just to meet expectations but to surpass them.- Gain a profound understanding of why it is crucial to familiarize themselves with the individuals they serve and to be cognizant of their preferences.
- Delve into the intricacies of profiling, exploring methods of discern different types of individuals with their service spectrum.
- Building on their knowledge of profiling, participants will learn how to translate these insights into action. The goal is not just to meet expectations but to surpass them.
Module 3 - Forming Longstanding First and Last Impressions
Overview:
Making students, parents, teachers, and other staff members feel welcome is the first step. As the saying goes, you never get a second chance to make a first impression. The last impression you make may be the one that sticks with the people you serve and support the most.
At the end of this module, the participants will be able to:
- Identify ways to show the people they serve that they care about them.
- Seek opportunities to build trust and earn trust with the people they serve and their direct supervisors.
- Learn techniques to deal with difficult situations that involve parents and staff members.
Module 4 - Being Responsive to the Needs of Parents, Students, Teachers, and Other Staff Members
Overview:
Focusing on relationships with these stakeholders is the school’s most powerful competitive advantage. To accomplish that, participants will discover ways to show them that they care. Participants must respond to needs with kindness and empathy in situations. In particular, it is extremely stressful to manage difficult situations that involve parents and staff members.
At the end of this module, the participants will be able to:
- Identify ways to show the people they serve that they care about them.
- Seek opportunities to build trust and earn trust with the people they serve and their direct supervisors.
- Learn techniques to deal with difficult situations that involve parents and staff members.
Program Reading
“Legendary Service: The Key is to Care” by Ken Blanchard
Kindly acquire the required reading for this workshop upon registration. The translated version in Chinese of the book is available on most China’s online shopping platforms. Please note that the book is NOT included in the registration fee.
Speaker's Biography
Henry Wong
Learn More About Henry:
Henry's PDAcademia page
Henry's LinkedIn
Career: Author, International School Leader and Administrator, Expert Facilitator
Henry Wong is an experienced educator and administrator with a strong background in both teaching and non-teaching roles within schools. With over sixteen years of experience in international schools across Singapore, China, and the US, Henry brings a wealth of knowledge and expertise to his work.
Throughout his career, Henry has held various administrative positions, including Senior Admissions and Marketing Manager, Business Administrator Director, and Co-head. In these roles, he provided leadership and oversight for critical functions such as admissions, finance, human resources, public relations, IT help desk, facilities management, auxiliary services, procurement, and inventory.
Notably, Henry is also a published author, having written a book titled “Thriving in International Schools: A Guide for Administrative Non-Teaching Support Staff.” This publication showcases his commitment to sharing knowledge and best practices within the education community.
At Suzhou Singapore International School (SSIS), Henry successfully elevated the service standards of his support staff within a span of two years, aligning them with the best practices observed in top international schools. Under his leadership, several departments and offices consistently achieved satisfaction ratings of over 90% of satisfaction from parents and teachers. Three offices even achieved a remarkable 100% positive feedback for three consecutive years. Henry fostered a healthy working relationship between the academic and administrative teams, resulting in the lowest turnover rate within the business administration division and a harmonious collaboration between the two entities.
Henry’s academic journey began at Biola University in California, where he obtained his bachelor’s degree in organizational leadership. He further pursued his passion for education by earning master’s degrees in education from Pepperdine University and intercultural studies with a focus on international business from Biola University. Henry’s commitment to teaching led him to serve as an instructor at Tianjin University of Technology in China, where he taught courses in Intercultural Communication and International Trade. Additionally, he spent two years teaching Mathematics to middle school students. Henry obtained a multiple subject teaching credential with a supplementary authorization in Business Studies from California.
Recommended Hotels
HYATT REGENCY QINGDAO
Address: 88 Donghai East Road, Qingdao
Phone Number: +86 532 8612 1234
Prices:
800 RMB, king bed or twin bed, including one breakfast.
900 RMB, king bed or twin bed, including two breakfasts.
Note: 17 – 25 minutes by didi from/to host school, 14 – 25 RMB
Orange Hotel (Qingdao Haier Road Shilaoren Beach Branch)
Address: No.75 Haier Road, Laoshan, Qingdao
Phone Number: 15588642212
Prices: Standard Twin Room around 300RMB/Room with 2 breakfasts.
Note: 17 – 25 minutes by didi from/to host school, 14 – 25 RMB
Host School
MONTESSORI & IB WORLD SCHOOL
Qingdao Amerasia International School serves students from 18 months to 18 years old through a holistic, child-centered, inquiry-based approach. With students and staff from more than 50 different countries, students are engaged in a dynamic, culturally rich environment that fosters global citizenship and international mindedness.
蒙特梭利+IB国际文凭项目的国际学校 青岛美亚外籍人员子女学校（QAIS）为18个月至18岁的学生提供以孩子为中心、探究为基础的全人教育。我们的学生和教职工来自世界五十多个国家和地区。在一个充满活力、多元化的环境下，学校致力于培养具有国际视野的世界公民。
Dr. Chris Vicari
Director
Qingdao Amerasia International School
Shazikou Dongjiang (Baishan Campus), Qingdao
青岛市崂山区沙子口东姜(白珊校园内）
Refund Policies
If notice of cancellation re the registered participant/sponsor is received:
- 30+ days pre-event: 80% of fee is refundable
- 15-29 days pre-event: 40% of fee is refundable
- Less than 15 days pre-event: no refund
Online PD Programs - No refund will be granted re participants commencing an online PD program and withdrawing part way through. Course material fees (re DiSC surveys, book fees, etc) are not refundable once access is granted.
Refund Due To PD Event CancellationIn the event of cancellation of a conference, workshop or online PD program, we will fully refund the registration or sponsorship fee(s) paid. However, we will be unable to refund any travel, visa or accommodation expenses incurred or course material fees where access has been granted.