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Onboarding The Weblio Way Part 1 — Transcript

by Weblio TV · 3,425 words · 604 segments · language en · Watch on YouTube

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0:01Good day everyone. Welcome to the first
0:04part of our onboarding training, the
0:06Weblio way, understanding customers and
0:10upholding data integrity. We are from
0:13the quality assurance section of Weblio
0:15Philippines and I'll be joining you for
0:18today's training.
0:20Today's training, the Weblio way,
0:23understanding customers and upholding
0:25data integrity, is one of the most
0:28important parts of your journey as a
0:30Weblio tutor. This session is designed
0:33to help you understand who our customers
0:37are, what they expect from us, and how
0:40we can meet those expectations with
0:42professionalism and care. We'll also
0:45talk about data protection and
0:46integrity, a vital part of being an
0:49online professional. Every time we
0:52handle student information, we carry a
0:55responsibility to protect it. This isn't
0:58just a company rule. It's part of the
1:00trust that students place in us. By the
1:04end of the session, we hope you'll have
1:06a clearer picture of what it means to be
1:09a weblot tutor. A professional who
1:12teaches with empathy, delivers lessons
1:15with excellence, and upholds integrity
1:17in every class. Once again, welcome to
1:20Weblio. Let's make today's session a
1:23meaningful start to your journey with
1:26us.
1:28Before we begin, let me walk you through
1:30today's training agenda. Our goal is
1:33simple but essential to ensure every
1:36Weblio tutor not only understands our
1:39customers deeply but also protects their
1:42information with the highest level of
1:44responsibility.
1:46Every lesson we deliver should be
1:48meaningful, safe, and aligned with
1:50professional standards. Before we begin,
1:54let's clarify our purpose for today.
1:57This onboarding training is designed to
1:59help you develop a customer centered
2:01mindset because when we truly understand
2:04and prioritize our customers, everything
2:07else follows. Our goal isn't just to
2:10teach English, but to satisfy our
2:13learners, give them fun and meaningful
2:15lessons, and make every session worth
2:18coming back to. And here's the truth.
2:21When customers are satisfied, they stay
2:24longer, book more lessons, and that's
2:27how we grow as professionals and as a
2:30company. Simply put, excellent service
2:33equals happy customers equals higher
2:36success for all of us. That's the Weblio
2:39way. We are reminding everyone to make
2:42sure to check and listen carefully on
2:46our training.
2:48Now that we understand our goals for
2:50today, let's zoom out and look at the
2:52bigger picture. The mission and vision
2:55that guide everything we do as Weblio
2:58tutors. Our mission is simple yet
3:01powerful. Expanding mankind's
3:03possibilities. Every lesson you teach,
3:07every customer you support is part of
3:09that mission. helping someone gain
3:12confidence, access opportunities, and
3:15take a step closer to their dreams. Our
3:18vision is to become a company that
3:20maximizes both individual and
3:23organizational potential, creating
3:25meaningful contributions to human
3:28learning and growth. This includes our
3:30customers, our team, and you. The work
3:33you do here is not just about a
3:3625-minute lesson. It's about planting
3:38seeds for transformation, and that's
3:41something to be truly proud of. Now,
3:45let's all buckle up and get ready to
3:47learn more about Weblio and develop the
3:50best Weblio tutor in you. Let's get
3:53started. Our first topic at the heart of
3:56every lesson, knowing our customers,
3:59because everything begins with
4:01understanding who our customers are.
4:05First, let's take a moment to remember
4:07one simple truth. Our customers are the
4:10heart of our business. Without our
4:13customers, there would be no lessons to
4:16teach, no platform to serve, and no
4:19purpose to what we do. Every class we
4:21handle, every minute we spend teaching
4:24is made meaningful because of them.
4:27Remember, being a great tutor isn't just
4:29about teaching English well. It's about
4:32connecting with people. Understanding
4:34our customers allows us to build that
4:37connection. One that makes them feel
4:40valued, supported, and inspired to keep
4:43learning.
4:44Here in Weblio, we have three types of
4:47customers. Let's begin by getting to
4:50know our first type of customers.
4:53Let me introduce to you our school
4:55customers. They are from elementary,
4:58junior, and senior high. They're taking
5:01classes at school together with their
5:03classmates that are part of their school
5:05program. They're English level mostly
5:08beginner. Next, we have regular
5:11customers. These customers come from all
5:14age groups. They are the ones booking
5:16their own one-on-one classes as well.
5:19Lastly, we have super beginner
5:21customers. They are our customers who
5:24are just starting to learn English for
5:26the very first time. their English level
5:29super beginner.
5:32Each of our customers is unique. They
5:35have different goals, learning styles,
5:37and personalities. That's why they need
5:41tutors who are not only skilled, but
5:43also compassionate and trustworthy. Here
5:46at Weblio, we understand that teaching
5:49is more than just explaining English.
5:52It's about connecting with people and
5:53helping them grow. That's the reason we
5:56provide a series of training sessions
5:58for all newly hired shooters to ensure
6:01you are equipped to adjust to each
6:03customer's needs no matter their level
6:06or background. Remember, even one single
6:09customer we fail to satisfying means we
6:12are not fully living up to our mission
6:15to expand mankind's possibilities
6:18through words. So make every lesson cl
6:21count. Treat each lesson as an
6:24opportunity to make a difference and let
6:26every customer leave feeling valued and
6:29inspired.
6:31Now that we've learned about who our
6:33customers are and how each one is
6:35unique, let's take it step further.
6:39Understanding our customers is just the
6:41beginning. What truly makes our service
6:44stand out is how we treat them.
6:47Omotinashi is a Japanese value that
6:50means wholehearted hospitality. Serving
6:53others with sincerity, respect, and
6:56genuine care without expecting anything
6:58in return. As Weblio tutors, we practice
7:02a motini by being attentive, listening
7:05actively, and making every customer feel
7:08respected and valued. We are not just
7:10teaching English. We're creating a
7:13positive learning experience that helps
7:15customers feel supported and motivated
7:18to grow. Let's explore how we can apply
7:21this principle in every lesson.
7:24Understanding Japanese culture helps us
7:26build trust with our customers. They
7:29value politeness, respect, harmony, and
7:32punctuality and often communicate
7:34indirectly. As we should be
7:37patient, use a respectful tone, handle
7:40misunderstandings calmly, and recognize
7:43effort rather than appearance. By
7:46respecting these cultural values and
7:49following lesson procedures, we create a
7:51positive and meaningful learning
7:53experience.
7:55Now, Japanese learners are often quiet,
7:58cautious, and respectful in class. They
8:01may hesitate to speak, share opinions,
8:04or correct the tutor because they value
8:07harmony and respect for teachers. As
8:09tutors, we should provide clear
8:12instructions, establish consistent
8:14routines, and give gentle, encouraging
8:17feedback by creating a safe and
8:19supportive environment. We help learners
8:22build confidence, and enjoy learning.
8:26When teaching Japanese learners,
8:28patience and kindness make a big
8:30difference. Praise their effort and
8:32progress. Encourage them to speak with
8:35simple questions, communicate clearly,
8:38and respect moments of silence. These
8:41small actions help customers feel
8:43comfortable, supported, and confident.
8:46The true spirit of Omatinashi.
8:50As weblot tutors, omotinashi should
8:53guide every lesson by showing respect,
8:55sincerity, and genuine care. We create
8:58positive learning experiences for every
9:00customer. Let's teach with compassion,
9:03give our best in every class, and uphold
9:06the Weblio standard through the spirit
9:08of Amatinashi.
9:11Now that we've learned the true meaning
9:13of amatashi and how it guides us in
9:16serving our customers with sincerity and
9:18respect, let's take a moment to look
9:21inward. Because beyond the skills and
9:23techniques, what truly defines a great
9:25web shooter is their mindset, the
9:28attitude and professionalism they bring
9:31to every class. In our next topic, we'll
9:34talk about the mindset of a professional
9:36weblio tutor. The core values and habits
9:40that allow us to grow, adapt, and
9:42deliver the best experience to every
9:45customer every time. As webio tutors,
9:49our mindset defines how we connect,
9:52communicate, and create impact. We help
9:55customers expand their possibilities one
9:58class at a time. Empathy.
10:01Shithers. Be empathetic. Empathy means
10:05understanding your customers feelings
10:07and learning challenges. Many learners
10:10may feel shy or nervous. So, be patient,
10:13encouraging, and supportive. Simple
10:16words like take your time or let's try
10:18again help build confidence. When
10:21customers feel safe and understood, they
10:24learn better. And that's what makes
10:27Webio Chooters stand out. Chitters be
10:30professional. Professionalism means
10:33being prepared, reliable, and respectful
10:36in every class. As a webio shooter,
10:39represent the company by being punctual,
10:41wearing proper attire, and maintaining a
10:44clean, distraction-free teaching
10:46environment. Communicate respectfully,
10:49handle challenges calmly, and focus on
10:52solutions. Every professional action
10:55helps build your customers trust in you
10:58and in Weblio.
11:00Chitters, be adaptable. Adaptability
11:03means adjusting your teaching to each
11:05customer's needs, English level, and
11:08learning style. Use simple language and
11:11support for beginners while encouraging
11:13deeper conversations with advanced
11:15learners. Be culturally respectful. Stay
11:19flexible during unexpected situations
11:22and focus on finding solutions. Being
11:25adaptable helps create a positive and
11:27effective learning experience for every
11:30customer.
11:31Shooters be growth oriented. Growth
11:35doesn't stop after training. It
11:37continues with every lesson and every
11:39piece of feedback. View QA feedback as
11:43an opportunity to improve and take
11:45advantage of training and skill
11:47development sessions. By staying open to
11:49learning and continuously improving, you
11:52become a more confident, professional,
11:55and inspiring Weblio tutor. Lastly, be
11:59proud. Take pride in being a Weblio
12:02tutor. You're not just teaching English.
12:05You are helping customers build
12:07confidence, connect with others, and
12:09create new opportunities. Every lesson
12:12makes a difference, teach with
12:14professionalism and purpose, knowing
12:17that your work helps expand
12:19possibilities through English.
12:22As we move on to the next part of the
12:24training, remember that being a Web Leo
12:27tutor is more than teaching English.
12:30It's about serving with sincerity,
12:32professionalism, and care. Let a
12:35matinashi and the weblio tutor mindset
12:37guide every lesson. Teach with your
12:40heart, keep learning and take pride in
12:42making a positive impact one class at a
12:45time.
12:47Now in Japan, privacy is deeply
12:50respected and even small mistakes
12:52related to personal information can
12:55cause discomfort, distrust or serious
12:58issues. As shooters, we are not just
13:01teaching English. We are building trust.
13:04Knowing how Japanese customers think and
13:06feel about privacy helps us communicate
13:09respectfully, protect their personal
13:12data, and create a learning environment
13:14where they feel safe and valued.
13:17Understanding this cultural mindset will
13:19allow you to teach with confidence,
13:22avoid unintentional violations, and
13:24uphold Weblio's standard of
13:26professionalism.
13:28Let's explore what privacy means in the
13:31Japanese context and how we can apply it
13:34in every lesson. We have prepared a
13:36short video for you. Please watch this.
13:46For most corporations, data privacy
13:48looks exactly like this. Heavy metal
13:51gates, encrypted servers, and compliance
13:53forms designed to avoid lawsuits. But
13:56treating security solely as a technical
13:59and legal exercise creates a massive
14:02blind spot for companies operating
14:03across international borders. A rigid
14:07one-sizefits-all compliance framework
14:09consistently fails to capture the
14:11organic localized values of the people
14:14actually using the service. This is the
14:17exact challenge Weblio faced when
14:19building an online tutoring platform for
14:21a distinctly Japanese user base. How do
14:23you take an abstract concept like
14:25empathy and turn it into operational
14:28protocols that make a user feel truly
14:30respected on a digital screen? They
14:33realized that prioritizing the customer
14:35required an entirely new equation, one
14:38that marries hard technical security
14:41with deep interpersonal respect. For
14:43Weblio, modern data privacy had to be
14:46redefined from a rigid legal boundary
14:48into a nuanced cultural practice. To
14:52understand how this works in practice,
14:54we have to look at the psychological
14:55landscape of Japanese culture. In many
14:58Western contexts, privacy is largely
15:00defined by keeping secrets and hiding
15:03personal information from the public
15:04eye. But this internal training slide
15:07shows how that shifts in Japan. Here,
15:10privacy is defined by avoiding
15:12embarrassment and actively showing
15:14respect to others. This perspective
15:16stems directly from core societal values
15:19of harmony and modesty. You can see this
15:22abstract cultural concept play out in
15:24everyday behaviors on the street. These
15:26images of Japanese commuter trains
15:28illustrate the point perfectly.
15:30Passengers speak quietly and maintain
15:33physical distance not because they are
15:34trying to hide secret information, but
15:37as a mutual societal agreement to
15:39minimize disruption.
15:41At Weblio, achieving cultural awareness
15:44means internalizing this deep belief
15:46that everyone deserves personal space
15:49completely free from intrusion.
15:52Bringing that physical standard into the
15:54digital classroom completely shapes the
15:56role of a professional Weblio tutor.
15:59Knowing that a Japanese student expects
16:01unintrusive space dictates exactly how a
16:04tutor initiates conversation and handles
16:06sensitive topics. As this training
16:08module highlights, cultural awareness
16:10helps the team understand what specific
16:12actions cross the line, such as
16:14oversharing personal details or asking
16:17direct questions that might cause the
16:19student embarrassment. To navigate this,
16:21tutors rely on omotanashi, a philosophy
16:24of sincere anticipatory service. When
16:28practiced correctly, it acts as a
16:30natural cultural barrier against data
16:32violations. Weblio operationalizes this
16:35philosophy through a specific training
16:37equation seen here. Cultural awareness
16:39paired with strict data responsibility.
16:42When a tutor combines genuine empathy
16:44with rigid data protocols, the result is
16:47Weblio integrity. The standard elevates
16:50from mere legal compliance to a daily
16:52ethical practice. A tutor executing this
16:55exact equation is the mechanism that
16:57proves Weblio prioritizes the customer's
17:00deepest psychological needs. When an
17:02entire organization adopts the standard
17:04of integrity, the platform transforms.
17:07Tutors equipped with this mindset move
17:09past simple leak prevention. They
17:11actively construct a psychologically
17:13safe learning environment for every
17:15student through the continuous daily
17:17practice of discretion and empathy. They
17:19build the invisible architecture that
17:21supports that safety. This slide
17:23captures the ultimate philosophical
17:25takeaway of Weblio's training. Respect
17:27for privacy is more than a rule. It's a
17:30reflection of who we are. This personal
17:32connection to data integrity stands in
17:34stark contrast to the sterile generic
17:36legal checklist we started with. Taking
17:38an empathy driven approach and making it
17:40a daily habit builds unbreakable trust
17:43between the brand and the customer. True
17:45customer care requires securing the raw
17:48data while actively safeguarding a
17:50user's dignity, comfort, and cultural
17:53identity.
17:58>> Thank you so much for watching. This is
18:00a key area for all webio tutors because
18:03even a small mistake in handling
18:05sensitive information can have serious
18:07consequences for our customers and for
18:10us as professionals. By understanding
18:13what constitutes a data violation and
18:16learning practical ways to prevent them,
18:18we can ensure that every lesson is safe,
18:20secure, and trustworthy.
18:23We have prepared another video for
18:25everyone. So, please watch this. You're
18:29wrapping up a session and you quickly
18:31double tap your tablet to save a
18:33screenshot of a helpful note. Or maybe
18:35you casually ask a student about a
18:37famous monument in their city to build
18:39some rapport. It feels completely
18:41harmless. But in today's digital
18:43landscape, those casual moments are
18:46where massive vulnerabilities originate.
18:48These seemingly innocent actions are the
18:50primary entry points for exposing highly
18:52sensitive identity data and proprietary
18:55internal systems. Thread actors rarely
18:58rely on a single massive leak. Instead,
19:01they look for data breadcrumbs. They
19:03gather isolated, innocuous details, a
19:05hobby here, a neighborhood there, and
19:08snap them together to form a fully
19:10vulnerable profile. Because thread
19:12actors build profiles by compiling tiny
19:14details, a 99% compliance rate means
19:17thousands of data points still slip
19:19through. That 1% margin of error
19:21supplies exactly the pieces needed to
19:23compromise an identity, making 100% the
19:26only acceptable standard. True data
19:29security demands an active defensive
19:31posture during every single digital
19:33session. You must constantly evaluate
19:35the information you handle in real time
19:37to prevent those small details from
19:39slipping out. This document outlines
19:41boundaries for customer information,
19:43starting with a total prohibition on
19:45location data like a customer city or
19:48nearby landmarks. Moving down, the
19:50policy explicitly targets visual data.
19:53Capturing any customer image through
19:55photos, screenshots, or screen
19:57recordings is banned regardless if the
19:59face is fully or partially shown. The
20:02guidelines shown here apply that same
20:04strict standard to institutional
20:05affiliations. You are forbidden from
20:07interacting with or extracting any
20:09details regarding a customer's school
20:11name, its specific location, or their
20:13private profile data. To understand why
20:16this matters, consider the threat logic.
20:18If you pair just two isolated data
20:21points, say a generic school name and a
20:24vague geographic region, those details
20:27intersect to pinpoint a highly
20:28vulnerable individual in the real world.
20:31Protecting this first perimeter requires
20:34absolute discipline. You have to ensure
20:36those distinct data points never leave
20:38the immediate secure environment of your
20:40current session. The next major
20:42vulnerability vector doesn't come from
20:44the data you look at, but how you
20:46communicate. Off-platform contact and
20:48thirdparty messaging instantly
20:50compromise an otherwise secure
20:52environment. Looking at this policy
20:54slide, the external contact zones are
20:56heavily restricted. Connecting over
20:58social media platforms, private
21:00messaging apps, or external video tools
21:02is strictly forbidden across the board.
21:04To defend against this, you must adopt
21:06the platformon rule detailed here. This
21:10mandates that all communication lives
21:12exclusively within the approved digital
21:14infrastructure, requiring you to refuse
21:16any request to move a class to another
21:18platform. The moment you step off the
21:21approved platform, you strip away layers
21:23of institutional security. That single
21:25action leaves both you and the customer
21:27completely unprotected from external
21:29threats. Data vulnerabilities extend
21:32well beyond the customer. The
21:34proprietary platform itself and all of
21:36its operational systems carry equal risk
21:38if exposed. This slide itemizes the
21:40internal interfaces that must remain
21:42private. You cannot share, capture, or
21:45broadcast your dashboard contents. The
21:47internal web RTC lesson room or any
21:50internal company communications. The
21:52most effective rule of thumb here is
21:54simple. Treat every single piece of
21:56text, schedule, or interface visible on
21:58your internal screen as highly
22:00confidential material that cannot be
22:02posted anywhere. Leaking operational
22:05data, even accidentally, compromises the
22:07structural integrity of the entire
22:09network. A single screenshot can expose
22:11proprietary logic, creating risks far
22:14beyond your individual session. It is
22:16inevitable that these boundaries will be
22:18tested by users in real time. When that
22:20happens, you must be ready to execute
22:22active deescalation protocols. This
22:25document highlights the pause before
22:27responding technique. If a user asks a
22:29probing question, take a mental beat to
22:32determine if a response would reveal
22:34private info. Then smoothly steer the
22:36conversation back to the approved lesson
22:38material. If a user persists, employ the
22:41policy shield outlined in this section.
22:44Simply state, "I'm sorry. Company policy
22:46requires all communication to stay
22:48strictly here on the platform." These
22:50protocols empower you to hold the line
22:52firmly. You can maintain strict security
22:54boundaries without ever sacrificing a
22:56polite effective interaction with the
22:58user. These strict guidelines form an
23:00essential professional shield. We move
23:03now from the mechanics of compliance to
23:05a foundational philosophy of trust.
23:07Upholding the shield starts in your
23:09physical environment. As this slide
23:11instructs, you must keep your
23:12workstation devices secure and strictly
23:14avoid using any personal gadgets or
23:16cameras to capture lessons. This text
23:19establishes the ultimate baseline for
23:21every session you conduct. No names, no
23:23locations, and absolutely no exceptions.
23:26Maintaining this extreme level of
23:28vigilance ensures that sensitive data
23:30stays exactly where it belongs. At the
23:32same time, it upholds the professional
23:34integrity of the entire institution.
23:37Accepting this standard of 100%
23:39compliance means taking direct
23:41responsibility for the platform's
23:42security. By strictly controlling what
23:44information enters and exits your
23:46session, you guarantee the privacy of
23:48every customer who logs in.
23:53>> Right. Thank you so much for watching.
23:55Protecting customer information is more
23:57than a rule. It's a responsibility and a
24:00commitment. Every detail you handle
24:02reflects trusts professionalism and
24:05care. Always think before you share.
24:08Stick to the lesson materials and follow
24:10platform guidelines. Your vigilance not
24:13only keeps the customers safe but also
24:16upholds your integrity as a
24:17professional. Remember no names, no
24:20locations, no exceptions. Stay safe,
24:24stay responsible and lead by example.
24:27For the comprehension check quiz, please
24:30check the link below and kindly
24:32accomplish it within the day. Thank you
24:34all for your attention and active
24:36participation for this time. We've
24:39covered a lot starting from
24:40understanding our customers to Japanese
24:43views on privacy and finally how to
24:46understand and prevent data violations.
24:49Each of these elements is not just a
24:52guideline but a responsibility we carry
24:55as weblot tutors. Remember protecting
24:58personal information and conducting
25:00lessons professionally is not just about
25:03following rules. It's about building
25:05trust, showing respect, and ensuring our
25:08customers have a safe and positive
25:11learning experience. Now, you are ready
25:14to move on to the next part of the
25:16training. Please check part two below.
25:19Thank you so much everyone for your
25:21attention and effort and your
25:24participation. Keep up the good work and
25:26let's continue to grow together as one
25:30webio.

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