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Like it or not, competitions and new comers are "eating" into your market share everyday, and every minute. To stay ahead of the competition it is no longer the product that matters, it's the "SERVICE" that makes a difference and will continue to bring you repeat business if you are offering what your competitors don't.
If you want to be the one who "eat" into other people's market share and improve your business with leaps and bounds, be it from the Hospitality, Retail or Service-Drivenbusinesses, you will benefit from this highly interactive 2-Days training workshop which shows you the ways and means to make an Impactful SERVICE Difference that will not only Win, but Retain the customers from your competitors.
Learn from World Class Service Led Organizations (SLO)'s best practices and as you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Come learn and experience how power principles like 'Serve it Forward', 'Making the Impossible, Possible!', 'Memorable Experiences Stay'and many others can be incorporated and made part of your service culture.
Why Attend?
The workshop is full of 'Service Ideas'to embrace the principle of 'Serving It Forward-The Art of Hospitality', and in coaching your team in doing the "right" things to creating memorable experiences. Case studies of world class best practices, high impact service tools and ideas will be key elements in the programto assist you in raising the service excellence benchmark and potentials, to leverage on your passion for your team's service productivity and improvements.
Who Should Attend ?
Managers, Business Owners, Executives & Service Professionals, especially from the Hospitality, Retail and Service driven businesses, who want to enhance their understanding of service excellence, effectiveness and performance at coaching, mentoring team players to achieve a world class service experience both a personal and organization level.
Some comments from our previous participants around Asia Pacific include:-
"I would like to thank you, Jonathan personally in giving us a general and full view of the key essentials of Customer Care. His technique is new, scientific and can easily be understood. It is really useful for me and my entire team. I was impressed with excerpts from the presentation and I just wanted to let him know that I am really grateful for being one of the participants. Thank you for sharing."
General Manager, Best Western Astor Hotel, Makati City, Philippines.
"Will certainly use the key customer service ideas that were shared and taught in my daily work and life. Thank you"
Head of Client Support, Modern Corporate System Sdn Bhd
"It is a great training and very useful for us to apply. Will definitely share with others. Jonathan was also very helpful throughout the Customer Service program, in making the lesson easy to understand and practical."
Customer Service, Mediterranean Shipping Company Sdn Bhd
"Jonathan is very knowledgeable and is able to captivate the audience with simple to understand real examples and illustrations on Customer Services. He is also good in moving the audience into action and a great motivator and facilitator. Well Done Jonathan!
Sales and Marketing Administrator, Parkroyal Hotel Kuala Lumpur, Malaysia
"The workshop has helped me to understand the awareness of how interactions, the way we communicate and going the extra mile can impact customer's lives. Thanks for sharing Jonathan"
Financial Controller, Fresenius Medical Care, Malaysia.
The contents that included Leadership for Customer Service were very useful and helped me a lot. I will definitely use what I learned and also share them with my colleagues"
Community Manager, B2B Commerce (M) Sdn Bhd
Facilitators Brief
Jonathan Low is the Hospitality Service and Revenue Optimizer, Certified Coach Facilitator and International Speaker, with an extensive background in sales, marketing, revenue strategy and customer service area. As one of Asia's leading hospitality coachfacilitator andfounder and creator of the Power Success Strategies system, Jonathan works with many leading hotels and MNC organizations around Asia Pacific to transform, inspire, develop and empower their team through the embrace of Extraordinary Service Excellence, cultivating a championship service and coaching culture.
Mr. Yap Seong Hoehas wide knowledge in retail industry and has been holding senior positions in leading retail companies. He has over 15 years of solid management experience in running different retail businesses, from small exclusive boutiques to large format superstores. Known to be someone that drives and innovates, he constantly challenges the norm and brings new and refreshing ideas to the business. He believes in human capital development and has facilitated many retail training programs to help and develop company talents, improved their personal competencies as well as managerial skills.
Training Methodology
This Two (2) days program will be challenging, thought provoking, motivational and above all fun.Candidates will use a variety of learning tools including workshops, games, real life scenarios, workshops and open learning.
Program Objectives
Upon completion of this program, you will be able to:
- Create innovative ways to build an atmosphere of extraordinary customer service.
- Develop a culture that will motivate employees to perform and be engaged in exceeding customer needs.
- Become more effective in managing, dealing and exceeding customers' expectations
- Convert the complaint/ difficult customers into new business opportunities
- Build opportunities within the scope of your authority for dealing effectively with others.
- Suspend your frame of reference and communicate more effectively.
- Learnwhat kind of leader you are and how to maximize on those strengths.
- Develop strategies for a service management system that creates engaged employees and satisfied customers
Participants will learn how to:
- Uplift your service level from just greeting and thanking
- Stand out and above the competitions with creative service ideas
- Rejuvenate yourteam service culture with useful tips and tools
- Speak in "customer perspective" and win their hearts
- Understand how your own behaviour impacts on the behaviour of others.
- Communicate more assertively and effectively.
- Convert the complaint/ difficult customers to become your regular customer
- Develop more confidence and skills as a problem-solver.
- Ability to see what others don't see and to create an impactful service difference
- Learn ways to make customer service a team approach.
- Develop the skills and practices that are essential elements of a customer service focused manager.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
- Apply the 'SMILE' success strategies for Extraordinary Service Excellence
- Recognize what employees, especially Generation Y, are looking for to be truly engaged.
- Identify the key success factors that lead to excellent service leader
- Identify the different customer group and how to "wow" them with great service
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Workshop Calendar Flash
Don't miss out on our popular Leadership, Sales, Service, Communication & Talent Selection programs happening in Sept to Dec 2010.
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