HCMC, May 27-29th,

 In an effort to enhance their sales and customer service strategies, LADDERS partnered with the PACE Institute of Management to provide specialized training for DOME staff – the community one-stop shop model pioneered by LADDERS. The training aimed to equip ten DOMEs with the necessary skills and knowledge to revolutionize their approach to sales and customer service. The 3-day  training program focused on several key areas. First, trainees were introduced to the fundamental principles of sales, learning about different sales approaches, effective communication techniques, and the importance of building rapport with clients. They were taught how to identify customer needs, tailor their recommendations accordingly, and deliver persuasive sales pitches. By mastering these skills, the community-dedicated individuals would be able to provide a more personalized and engaging customer experience. They learned the importance of active listening, empathy, and problem-solving, enabling them to build trust and loyalty with customers. This emphasis on customer service aims to create a positive and memorable experience for every individual who interacts with DOME.

One critical aspect of the training was to equip the participants with the knowledge and tools to offer customer service both free-of-charge services and billable ones. The trainer, Mr. Vo Thanh Viet advised on the importance of clearly communicating the value and benefits of the billable services offered by DOME. By understanding the unique selling points and advantages of these services, the management staff of each DOME could effectively convey this information to customers, enabling them to make informed decisions to access billable services. This approach would not only prevent the loss of customers who were accustomed to free services, but also ensure that customers understand the value they would receive by utilizing the offerings at a  DOME.

LADDERS recognizes the importance of supporting community organizations to have strong business models and skills in order to remain as viable staples that can respond to community needs, independent of donor funds. This is one of many activities to achieve that goal.

 

Figure 1-5. By empowering the staff with knowledge and skills, the DOME model aims to revolutionize its approach to sales and customer service to sustain business models. With the ability to effectively advise and care for customers, DOME could successfully include billable offerings in addition to free services, maximizing customer satisfaction and ensuring long-term success and sustainable development of the community one-stop shop model- DOME.

Can Tho city, April 2, 2023

The HIV/AIDS epidemic in Vietnam is most impacting young people under 29 years of age who are engaging in unprotected sex and Can Tho city is no exception. Concerningly, these young people including students have limited information and knowledge related to HIV prevention, treatment, and services, leading to a low utilization of health care services.  Over the years, with the technical assistance of LADDERS project, Can Tho CDC has made significant progress in mobilizing resources and meaningful participation of local universities and vocational schools to various programs and interventions, which mounts collective efforts to address young audiences in terms of HIV/AIDS prevention and safe sex practices.

Can Tho CDC coordinated with LIFE Centre, 4 local community-based organizations and 13 universities and colleges to successfully organize a tremendous community event titled SAFE-UNI Festival |Color of Me at Can Tho University campus on April 2nd,  2023. In the format of a typical SAFE-UNI communication event, this festival was the biggest gathering of young people in Can Tho yet, engaging nearly 1000 students to celebrate diversity, pride and unity as well as raise awareness and enhance knowledge about HIV/AIDS as well as promote safe  sex practices and health seeking habits. On this special event, participants enjoyed themselves in a variety of exciting activities including “Sketch your Dream”,  the SAFE LOVE, LOVE SAFE parade outside, fun games on D.Health app, SMILE research, the HIV/AIDS trivia on stage, and guest performances of famous KOLs etc.

On top of that, 4 CBO booth display zone offered interactive games, gifting of communication materials and safe sex commodities as well as introduction of each organization and its key services in order to connect young students and their fellow friends with and increase service uptake to community HIV and health services provided by locally-based community-based organizations (CBOs). As a result, each CBO has collected personal information from good number of new young clients for further support and intervention and Can Tho CDC has even managed to provide HIV counseling and testing services to a number of young students with their mobile services. The festival has proven effective and impactful in the sense of deploying different dynamic tactics and ingenious approaches (influencers to engage hundreds of sexually active young people at one big venue, and delicately yet practically communicate key messages around regular testing, HIV prevention

This SAFE-UNI event is among key programs that LADDERS has been offering to strengthen technical capacities of Can Tho CDC and CBOs in terms of implementing impactful communication activities and sustaining community HIV and health service delivery in the hope to reduce and prevent HIV/AIDS transmission among young people in Can Tho City. The SAFE-UNI approach, which is feasible and impactful to advance and expand brings CBOs and universities/schools into a similar relationship as CBOs and HFs through the C2P+ model – utilizing and expanding the collaborations and impact of CBOs for serving the broader community through the power of engaging partnerships.

Figure 1. Nearly 1000 students gathered up at Can Tho Universtiy campus to participate in a variety of activities and interactions: Sketch Your Dream  to draw images of happiness on a T-Shirt, D.Health & SMILE research booth to play games, complete the survey for presents, CBO Display Zone to learn and have fun. Young participants also sign on the “LOVE SAFE” petition billboard as a commitment to always love themselves and practice safe sex.

Figure 2. The LOVE SAFE, SAFE LOVE parade was among the highlights of the event where young students and esteemed guests (from VAAC, HCM Communist Youth Union, USAID, Can Tho CDC, LIFE Centre, …) showed out to celebrate diversity, love and encourage safe sex practices. Miss Supranational Nguyen Minh Tu and pop singer Lynk Lee joined the crowd to deliver the key messages louder.