HIGH PERFORMANCE ROAD MAP TO CUSTOMER SERVICE EXCELLENCE

Exclusively delivered by Master William Leon Chua

FOREWORD

Obsession with the customer is the single most vital factor in business success today! The main priority in any business must be to win and keep the customer, with emphasis on building a growing customer base. Failure to do so simply means no profits, no growth, no jobs, and no business! Success will come in our competitive world to those who recognise that:

• The customer is the business''''''''''''''''s biggest asset;
• The customer pays all salaries, wages and dividends;
• The customer will go where he receives the best attention;
• You must be your customer''''''''''''''''s best choice!

It has become the great driving force in all ambitious companies to put the customer first. This is now accepted as the route to gaining the competitive edge. A steadfast customer service culture is one of the most important pillars of success. This program provides great coverage to do just that.

This program is a highly pragmatic and informative, exclusively designed for managers and executives from all departments. It covers a wide spectrum of key areas where knowledge, attitude, skills and habits will be fine tuned in tandem with the strategic steps to take on the right impetus to achieve a service excellent culture. Such a culture will increase productivity and profitability.

Challenging as it may be, this program provides the key steps towards establishing a WINNING SERVICE CULTURE.

This program is for Managers and Executives.

OBJECTIVES OF THIS PROGRAM

• To create awareness on the importance of service quality excellence, and providing the pathway and the tools to achieve the desired results.
• Understand the concept of customer service improvement process and initiate change to improve company''''''''''''''''s overall performance
• Retain and grow the customer-base towards achieving higher profitability
• Participants will be guided to establish a customer service culture in the Organization.

COURSE OUTLINE

DAY ONE

1

Decide on Your Core Business

2

Know your Customers & your Competitors

3

Create a Realistic Vision

4

Define the Moments of Truth

5

Reviewing and Improving your Staff''''''''''''''''s Attitude

6

Recognize and Reward Service Excellence

7

Reviewing the 12 Steps to Customer Service Excellence

8

Into the Mechanics of Work Processes Re-engineering

9

Give Good Service to One Another

DAY TWO

10

Create the Customer''''''''''''''''s Experience

11

Profit from Complaints

12

Stay Close to your Customer - Applying the D.A.F.T Principle

13

Applying the S.E.R.V.E. Formula

14

Set Higher Service Standards

15

Reviewing and Re-engineering the Psychosocial Work Environment

16

Implementing Strategic Intent towards your Service Mission

17

Develop, Design and Implement the Service Program

18

Customer Satisfaction Audit (Guidelines are provided via a Structured Manual for effective application)

TRAINING METHODOLOGY

Lecture, Motivation, Videos, Case Study, Service Audit,  Group interaction, Assignments

Motivational Speaker / Customer Service Consultant :

One of the foremost management consultant & corporate training facilitator in Asia

Dr. William Leon Chua

Dr. William Leon Chua  BA  MBA  PhD is the Founder and Principal Consultant of DRC Management & Training PLT (formerly known as COMBATIVE RESOURCES Worldwide). William is a sought-after management consultant; and compelling corporate trainer & motivator on leadership, teamwork, interpersonal skills, communication skills, strategic marketing, professional selling skills, customer service, corporate & social ethics, mind-set change, and high performance management; he speaks to audiences around the Asia-Pacific Region, and occasionally in Europe.

He is the director, producer & actor of two corporate training videos - ''''''''''''''''Manifestation & Transformation'''''''''''''''' and ''''''''''''''''The Kung-Fu of Business Management''''''''''''''''. The video - Manifestation & Transformation is a video on paradigm-shift that challenges our thoughts in tandem with what Mother Nature has to offer and that success is within everyone''''''''''''''''s reach be it leadership, better organisational skills, strategic marketing or professional selling skills, rendering better customer service and in any fields of endeavour including personal development. As for the video ''''''''''''''''The Kung-Fu of Business Management'''''''''''''''', it is a great expound on Age Old Wisdom with the Way of Modern Management. Dr. William is able to infuse the maxims, concepts and philosophy of the Martial Arts and Strategic Warfare into the essence of Modern Management based on his more than 30 years involvement in the Martial Arts. Both videos offer learnable and measurable skills that make organizations more competitive, more profitable, managers more leadership driven, people more productive and relationships more positively energising.

He is a member of the Malaysia Association of Professional Speakers (MAPS) and a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).

He has also facilitated customer service programs to Putra Business School & The University of Nottingham, including Leadership & Organisational Skills for College Damansara Utama (KDU). Beyond the academic industry, he has also facilitated customer service seminars to banks such as Affin Bank & Hong Leong Bank; insurance companies like American Home Assurance & Progressive Insurance and hotels such as Cititel& One World etc. His entirety on facilitating customer service excellence stretches to various industries from the retail, manufacturing, forwarding including the hospitality industries. Value added to his customer service experience of having worked in various industries, he has also attended a program on - Quality Development & Measurements in Service Organisations facilitated by Professor Bo Edvardsson, Director of Service Research Center, Sweden

Academically - he has acquired a Diploma in Sales Management, a Diploma in Business & Management, a BA major in Psychology, an MBA and a PhD in Organisational Behaviour.

In the past, he has worked in a managerial capacity with eleven companies including multi-nationals, both locally in Malaysia and in Canada & Hawaii; designated in various positions, some of which are Branch Manager, Agency Manager, Training & Development Manager, Branches Operations Manager, Group Marketing Manager, Group Human Resource Manager, General Manager & CEO. His work exposure in industries such as financial & investment, construction& manufacturing, time-share & hospitality, etc. has complemented his academic pursuit to enable him as an effective management consultant & corporate trainer. During the last 16 years he has facilitated a myriad of seminars to more than 750,000 professionals (from more than 500 Companies), including students. Besides, he has also trained more than 5,000 of his disciples in the way of the mixed martial arts from year 1982 to 2000.

His approach to facilitating seminars is - informative, entertaining, highly motivating and at the same time, serious in approach to ensure that learning is effectively projected into action and results.