THE DE-LIGHT FACTOR

SYNOPSIS:

Knowing how to delight the customer is absolutely key. This session shares 6 key principles in delighting the customer derived from the acronym "DELIGHT". A great way to get all staff geared up, pumped up and passionate about delivering outstanding service to the customers.

CREATING THE BRANDED CUSTOMER EXPERIENCE

SYNOPSIS:

How do we deliver service in the new economy where customers require much more than just a product or a fulfillment of a need. Welcome to the Experience Economy where work is theatre and every transaction has to be transformed into an experience. This interactive session brings up to speed what many organizations are currently engaged in to engage the customer.

THE MAKING OF A SERVICE STAR

SYNOPSIS:

What makes a service star? Based on research and drawn from numerous experiential and anecdotal evidences, recognise what it takes to be a service star and to exceed the customer's expectations. It is a service checklist for all customer contact employees and will move each and every customer contact person to aspire to become a service star!!

THE POWER OF CORPORATE VISION AND BELIEFS

SYNOPSIS:

How do organizations apply the power of beliefs and corporate visions to transform the organization? Learn from other organizations and how their fundamental core philosophies and corporate beliefs have transformed the organizations and made them what it is today. For without vision, as a proverb has declared, the people will perish.

THE PURSUIT OF EXCELLENCE

SYNOPSIS:

A great jumpstart to acquiring a mindset to pursue excellence in everything that we do and not settling for less. A motivational pick-me-up for all staff to re-evaluate their roles, attitudes and purpose in the organizations and what they can do about it!!

JUMPING THE RIVER

SYNOPSIS:

How do organizations jump the curve and create the next big thing? Based on extensive and ongoing research, this session focuses on 3 key principles that makes cultures and people in organizations innovative. Embark on a journey into your imagination with this highly interactive and innovative introduction towards becoming innovative.

THE POWER OF PARTNERSHIPS

SYNOPSIS:

Today is an age of collaboration, partnerships and even what some called "co-opetition" - working with competitors to offer an integrated solution. Find out what it takes, from a high level collaboration down to the individual working teams, to work effectively and ensure enduring partnerships.

THE RACE WITHOUT A FINISH LINE - AN INTRODUCTION TO THE SQA AND SQC

SYNOPSIS:

A fast paced and energizing introduction to the Singapore Quality Award Business Excellence Framework and what it means and how it can help organizations in their pursuit of business excellence. Best practice examples from the speaker's own experiences in having worked with some award winning companies

LEVERAGING THE FREEDOM FACTOR - EMPOWERING THE FRONTLINE

SYNOPSIS:

Find out what empowerment really entails in this engaging, provocative presentation. First presented at an APQC conference, find out how to leverage the freedom factor and get maximum performance from all frontline customer contact staff. Release their potential through invoking and applying the 4 key principles that all empowered managers have learned to practice.

GEARING UP FOR CHANGE

SYNOPSIS:

The old dictum that change is the only constant, is a corporate mantra for many organizations. In this presentation, get staff to recognise the imperative for change and what it takes to prepare and participate positively in any change initiative.