1 Day Workshop on Service as Competitive Edge

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Course Information Date: 26 May 2015 (Tue) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: SGD500 (NETT) S$200 (After PIC Grant) *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Service as Competitive Edge Introduction This 1-day workshop presents learners with a better knowledge & understanding of Customers of Today, Handle Difficult Customers & Complaints, and how to use Service as a Tool to gain more Business and Market Share Key Benefits Understand 4G Customers – their Needs, Wants & Buying Patterns Understand Customers through Emergenetics® – 4 Thinking Preferences Gain Knowledge & Insights from Book: "The Starbucks Experience: 5 Principles for Turning Ordinary to Extraordinary" by Joseph Michelli Learn more on Service Culture – Video Sharing of Ron Kaufman, Customer Service Guru Understand the Psychology of Difficult Customers & Complainers Acquire the Right Mindset & EQ Skills to handle Difficult Customers Roles Plays: Managing Angry Customers Managing Customers who wants to see Management Understand Customer Complaints Better Draw Insights from Book: "A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong" by Janelle Barlow and Claus Moller Manage Complainers Face-to-Face Learn "Royalty" Treatment for Our VVIPs – Our Existing Customers Learn Best Practices from Renowned Service Organization The Disney Magic The Ritz Carlton Experience The Apple Products Loving Customers all the way – Building Customer Loyalty Attracting New Customers through Customer-Centric Selling Put Knowledge & Skills learnt into Workplace Application Formulate Individual & Team Action Plans over the next 21 Days Workshop Outline Understanding Customers of Today Understanding 4G Customers – their Needs, Wants & Buying Patterns Baby Boomers GEN X GEN Y & Z Understanding Customers through Emergenetics® – 4 Thinking Preferences Blue Preference = The Analytical Customer Green Preference = The Structural Customer Red Preference = The Social Customer Yellow Preference = The Conceptual Customer Knowledge & Insights from Book: "The Starbucks Experience: 5 Principles for Turning Ordinary to Extraordinary" by Joseph Michelli Service Culture – Video Sharing of Ron Kaufman, Customer Service Guru Handling Difficult Customers & Complaints Professionally The Psychology of Difficult Customers & Complainers Acquiring the Right Mindset & EQ Skills to handle Difficult Customers Roles Plays: Managing Angry Customers Managing Customers who wants to see Management Customer Complaints are Scary!!! No Complaints = No Problems??? Insights from Book: "A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong" by Janelle Barlow and Claus Moller Managing Complainers Face-to-Face Complaint Handling Techniques to defuse Anger & Frustration Clarifying Issues and Addressing Customer Concerns Making Commitment & Honoring Promises Service as a Tool to gain more Business and Market Share "Royalty" Treatment for Our VVIPs – Our Existing Customers Learning Best Practices from Renowned Service Organization The Disney Magic The Ritz Carlton Experience The Apple Products Loving Customers all the way – Building Customer Loyalty Delivering Consistent Great Service around the clock Giving Value Added Services and going Extra Miles Solving customer problems effectively & efficiently Attracting New Customers through Customer-Centric Selling Training Methodology The Workshop is packed with highly interactive, fun and enriching activities. It comprises: Short Lectures, Discussions & Presentations Case Studies Q & A Sessions Story Telling & Sharing Sessions Role Plays, Games & Energizers Who Should Attend: Service Executives, Frontlines & Support Staff Service Supervisors & Managers Sales Executives, Frontlines & Support Staff Sales Supervisors & Managers Business Development Executives, Supervisors & Managers Other Professionals who are keen to know more about Customers of Today, Handle Difficult Customers & Complaints, and how to use Service as a Tool to gain more Business and Market Share 360 Degrees Trainer Profile Ken Wong is the 4G Leadership Coach of ProActive Training & Education, a Regional Training & Management Consultancy, based in Singapore. He was the Only Certified Emergenetics® Associate cum Facilitator named as one of the 10 Influential Professional Speakers in Singapore right now by Singapore Business Review on 04 Apr 2013. He is highly sought after as he is multi-lingual & delivers events in English, Mandarin & Cantonese in China, Hong Kong, Malaysia, Thailand and Indonesia He blends International Profiling tools like AEM-Cube® (Change Leadership) and Emergenetics® (Thinking & Behavioural Preferences) into his Leadership and Service workshops and seminars with the Asian perspectives. Adopting his unique approach in training and speaking for MNCs, SMEs and Government agencies, Ken has impacted thousands of his learners – Middle Managers, Supervisors, Baby Boomers, GEN X & Y and even inmates – and greatly enhanced their personal effectiveness and team performance. Ken's vast experience and expertise is recognized and asserted as a Contributing Author to "88 Essential Secrets for Achieving Greater Success at Work" and being one of the 49 professional members in Asia Professional Speakers – Singapore (APSS). He has been in the media for over 25 times for the past 12 months. Ken is the Author of his upcoming book "The Enlightened ProActive Manager: Getting the Best out of Yourself and Your Team" and the Elected Secretary of APSS, 2012- 2013. He is a Key Member on the SCOOP™ Committee, Emergenetics® Asia Office, a member of Global Speakers Federation (GSF) and a former member of Storytelling Association (Singapore). Ken holds an MSc in Training and Performance Management from the University of Leicester, UK and a Bachelor of Business Administration (Passed with Merit) from the National University of Singapore (NUS). He is a Certified AEM-Cube® and Certified Emergenetics® Associate. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.

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