Today I went for a convention in Suntec that organized by my current company:
Uplifting Your Services from Ron Kaufman, an Service Excellent Mentor that have provide numerous training in the world and done a lot of project likes Changi Airport Services Revamp, Marina Bay Sand etc.
Here some quick summary of the work shop
Regards, Adam Chua http://www.vacantseize.com
Uplifting Your Services from Ron Kaufman, an Service Excellent Mentor that have provide numerous training in the world and done a lot of project likes Changi Airport Services Revamp, Marina Bay Sand etc.
Here some quick summary of the work shop
We cant accomplish a difficult things alone. You Need to have a team of people's , partner and team to build up group best together.
Constant team to like F1 mechanics looks at them self in the pit stop when servicing the car, so they can improve themselves immediately after the next round.
As they treat this as An alighted culture for a same go!
What is service? No people will know the same definition from a different people.
Service is taking action, to give the need, to delight, to exceed expectation, and most importantly
"To create value for someone else"!
We always talk about Service excellence - so what is service culture? How are these related?
Why we should work on this?
Some example can be:
1. Rising expectation
2. Competition necessity
3. Human performance
5. Partnership
How do you building an Uplifting service culture?
- It always need to start from the foundation (architecture of all the best business was what?)
A good company need to have a people and as a good leader, example like IBM, Disney, Apple.
You can lead when you come to work, you don't necessarily need to be a leader role. It can as simple as you lead the mood of the department you working with. As long you have an intention to lead a team, you can do it!
Bottom line education or training, when u asking on what people, what to do but teach people how to think and how to do. To be smart, like front line service training.
Actionable service education is currently to think by themselves instead of escalating to the chair man.
6 level step up a higher level of service, using taxi story as example:
Level 0. Criminal - Done wrong things (Worst)
Level 1. Basic - is the bare you can accept.
Level 2. Average - expected something that should be.
Level 3. Desired - (every body like other people know they getting )
Level 4. Surprising - like a gift unexpected and you like it! Value you like ... But not they like.
Level 5. Unbelievable - xxxx (BEST)
Where is the excellence on the 6 th level?
Execellent is a taking next step up to create more value to our partner.
Service excellent culture exits , now apply this to your job and what action you can take to step up to a higher level?
E.g. Meeting did not on time ...
I also bought a book from him and took a photograph!
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| I Q 2 rounds for this! |
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| Quick Guide! |
Apply these secrets is the key to you success!!
Regards, Adam Chua http://www.vacantseize.com
