As the business environment gets more competitive, it is imperative to remember that the fundamental elements of any organization, i.e.,service, leadership, communication and employees’ preparedness are crucial in, not only helping the organization weather the changes in the business world, but also propel it to greater heights.

The SENSATIONAL SERVICE-LEADERS’ PROGRAM encompasses ownership of customer delivery to the everyone within an organization. The leaders within the organization now develop and lead the team who are enabled to cultivate the total customer experience, to act on the delivery of quality service as well as be authentic and really care about the customer relationship. This program moves the relevant personnel to act like entrepreneurs. With credible, lasting business results, you exceed customer goals and revenue targets along with shareholders’ expectations.

At the end of the program participants will be able to:

• Take actions to develop a resolute service mindset in encouraging the development of a customer first culture
• Develop and prioritise service values
• Embody values through their behaviour
• Apply the precepts necessary to develop a dynamic service culture
• Understand the significance of developing and keeping to service standards and its impact on the individual’s service practices.
• Understand the influences that shapes their service communication
• Understand the impact of words and its delivery in customer relations
• Develop and refine their listening skills
• Apply effective body language during customer-personnel interaction
• Identify and communicate clearly with the different types of customer using D.I.S.C
• Direct their motivational strategies accordingly
• Understand and Manage Service Related Stress

As the business world gets more competitive, the type and level of service that is extended to the customer becomes the decisive factor for continued customer patronage. In an affluent market where customers have more choices than ever and where products become more generic, customers seek service that is professional, warm, efficient and above all SENSATIONAL ! This program provide the participants with the valuable knowledge and tools in the areas of service skills, self management and communicating with the customers.

At the end of the program participants will be able to:

• Take actions to develop a resolute service mindset and ethics in encouraging the development of a customer first culture
• Provide an analysis and act on customer’s needs
• Define the role and responsibilities of a service provider.
• Enhance teamwork through the practice and understanding of internal customer service.
• Build and strengthen customer relations with the proper approach, enhanced listening skills and powerful body language.
• Manage their emotions when dealing with challenging customers.
• Use techniques to handle changeling customers
• Understand and Manage Service Related Stress
• Develop their potential as the consummate service provider.

In this new millennium, people organise themselves in a new way, both within and beyond the workplace. The organisation’s effectiveness depends largely on how well the talents of work teams combine to achieve common tasks. Therefore there needs to be unique service cultures in organizations in order that they create a truly winning culture which can address the needs of both internal and external customers. And the effort that is put into this area must be done in a concerted manner so that the end results really have a significant outcome with every party that interacts with the organization.

At the end of the program participants will be able to:

• Take actions to develop a resolute service mindset and ethics
• Provide an analysis and act on customer’s wants Understand the importance of internal service
• Identify and relate effectively with their internal customers
• Develop strategies to enhance internal partnership
• Understand the impact of words and its delivery in customer relations
• Develop and refine their listening skills Apply effective body language during customer-personnel interaction
• Manage their emotions when dealing with internal customers
• Identify and communicate clearly with the different types of customer using D.I.S.C
• Practise techniques to manage interpersonal conflicts

This course enables participants to manage their team toward to a shared goal and achieving the organization’s strategic objectives. Throughout the workshop participants will review case studies, participate in group discussions, practice new skills and receive immediate feedback. Participants will leave the session with implementation tools, troubleshooting guides and additional resources to help them immediately apply their new skills on the job. These skills are different than those required to be a manager. Leadership and management are not the same. To be a leader, one needs an exclusive set of human relations and interpersonal skills. This essence is being able to influence.

After attending this course, participants will be able to:

• develop an in – depth understanding of how effective people leadership is essential to organizational success.
• build a personal and workplace leadership style that creates trust, sets a clear vision and guides people to meaningful action.
• gain insight into the key skills and techniques you need to create a winning leadership strategy for yourself and your people.
• create passion in your department, team, organization – to establish a solid and ethical reputation as achievers.
• learn what real “coaching” consists of and how to build an extraordinary team that works together in order to deliver results.
• improve productivity and quality at the workplace through a more innovative approach to people management and leadership.
• improve on your understanding of individual and group behavior at the workplace, thus facilitating better leadership of people.
• outline a personal action plan for further development as an effective people leader and manager, and to put in practice the personal and organizational skills required of an effective leader.

“In times of change, the learner will inherit the earth while the learned are beautifully equipped for a world that no longer exists.” – Eric Hoffer

Supervisors today not only manage the Business Need of the Organization but also the needs of subordinates. The latter brings about more human related issues and it is vital that the Supervisor is equipped with the correct skills and knowledge to handle all possible situations.

This specially developed Program for Supervisors will equip Supervisors today with the correct Skills, Knowledge and Attitude to manage both their business and manpower needs. It will lay a foundation to build upon other resources and trainings that will be needed in future.

Life is, by nature, highly interdependent. Working successfully with and providing service to other people often requires on our part, the right attitudes, the desire to help others, the ability to articulate our thoughts clearly and to engage in effective listen; in short to communicate well. The point of any communication is to elicit a certain response. The way to achieve the major objectives of communication is to be positive, confident and clear. This program will focus on developing communication skills so that there will be free flow of communication in all directions. This will lead to improve levels of productivity, morale and the achievement of corporate goals.

The issues covered will include:

• Perceptions and other factors which impacts the Communication process
• Clearing Out negative communication beliefs/limitations about self.
• How to Improve Your Understanding of others.
• Managing behaviors while communicating
• Identifying Barriers To Communication
• Develop and priorities communication values
• Embody values through their behaviour
• Align their Values with their work
• Utilise their values to guide their communication
• Employ Appropriate Communication Behaviours- Assertive, Aggressive, Submissive

Employees of any organization spend a considerable portion of their time communicating in the written form. Therefore their ability to write clearly is crucial since the message that is transmitted through the various forms of written communication (letters, memoranda, reports, etc) would have a significant impact on the organization’s internal mechanism, its relations with its customers as well as its standing within the business community.

At the end of the program the participants will be able to:

• Plan their communication’s intent and content better, and with a clear view of the objectives to be achieved.
• Generate solid ideas to provide their business writing with a positive impact.
• Organise their ideas and thoughts in a coherent manner for clear writing
• Write according the rules of good business communication
• Practice good writing habits and steer clear of bad ones.
• Avoid the common pitfalls that mar clear business communication
• Writing to persuade, inform, sell ideas
• Choose appropriate style to suit writing objective
• Perform audience analysis
• Use writing principles to produce professional documents for reports, letters, proposals and memoranda.
• Achieve clarity, cohesiveness, courtesy, content accuracy and completeness

Does your company assure customers and public of you professional and friendly service when they answer the phone or have a conversation, or do they sound like it is effort for them to assist clients? This course is designed for frontline receptionists or customer services in handling regular enquiries or customer complaints.  This course covers fundamental of good customer service skills and telephone etiquette techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.

At the end of the workshop participants will be:

• equipped with the necessary tools for performance management & to improve efficiency.
• able to develop themselves for better.
• able to apply the appropriate business etiquette & protocols.
• able to handle irate customer and customer complaints professionally and objectively.
• improve customer relations.
• convicted to provide good customer service via telephone as well as in person.

Understanding customer personality styles will quickly tell you how and what to say to each customer. Although every customer is different, most of them can be grouped into few personalities. This course will enable participant to gain some basic characteristics of each of these personality styles. By identify the customer personality; it is help participants to tackle their needs, requests and requirement in dealing with them.

Basically by end of the course, participants able to:

• provide understanding of customer personality profile.
• improve customer relationship.
• provide suitable & effective service according to different customer personality.

The edge of success of any organization comes from the interest generated at points of contact. It is therefore imperative to build a customer oriented culture in a service industry for all levels of employees in order to establish effective customer relationships if they are to engage in direct dealings with customer. Thus, it is inevitable that for business success, customer care or operations staff must be equipped with the necessary knowledge and skills to project the organization professionally.

This training and development program is designed to provide an insight as to how good customer relationships can create positive impression that would achieve the desired results. It focuses on problem solving techniques and how the complaint messages can be resolved positively through telephone communication skills. Keeping in mind the dos and the don’ts when dealing with customers on the phone and the behavioral skills to make a distinguished lasting impression. Participants also get themselves familiarized with the problem solving tools such as Pareto Analysis, Cost Benefit Analysis, Fish Bone Diagram, Force Field Analysis and Radar Chart to aid in identifying issues and creating solutions to the problem solving process. The highly interactive seminar will impact a “win-win” cross-functional relationship that will lead to organizational effectiveness.

The program moves on to emphasize that the essence of motivation is the person himself – how one should take responsibility for Continuous Improvement and being committed to enhancing oneself. With a series of integrated activities the roles and motives will be analyzed so as to build an infrastructure dedicated to Continuous Improvement. It then looks at the employee as a valuable source of ideas on how to improve on operations. The participants will then be grouped into syndicates and facilitated on generating ideas for improvement.

At the end of the program, it’s able to:

• motivate participants.
• introduce the criteria of the staff management.
• develop management skills on staff and tasks management.
• develop delegation and problem solving skills.

To achieve organizational and personal goals, we need to manage our time and the way we work. This necessitates the shifting of our thinking from being reactive to proactive. We need to review our assumptions on how we use our time. We all get the same hours in the day. How we use them is all that makes the difference between success and failure.

The emphasis will be on your role in creating a constructive, creative and collaborative working environment, through developing positive work relationships, in which individuals can meet their own personal and professional goals, while at the same time fulfill the roles required of them in the organization by managing their time effectively.

In today’s hectic and demanding business environment, it is vital that all employees of organization be equipped with the correct knowledge, skills and attitude. Most employees usually equip themselves with the correct and needed knowledge and skills, either by formal education or training.

However despite having the correct knowledge and adequate skills, employees today still face a stiffer competition in satisfying the needs of their employer and customers. Employees today need to have the correct mindset and attitude to face the reality of today’s Business World. It is no longer the knowledgeable person but rather the person with the correct attitude and mindset that will be the best person to complete the tasks effectively.

This program is designed to open and change the mindsets of participants, motivate them to meet and exceed the Organization’s needs and finally work as a synergized team to achieve the Organization’s VISION. Participants will be taught how to constantly keep a Positive Mindset and how to have a Positive Work Culture. It will also teach and coach participant on how to effectively communication and manage both their superiors and subordinates to achieve success in their everyday work.

“Talk is cheap,” according to the old saying, but surveys show that most people would rather do just about anything than get up in front of a group and speak. In today’s competitive business climate, the ability to communicate information in the form of ideas, strategies and plans in a clear, concise and convincing manner is a much valued skill that is increasingly expected from an organization’s staff, regardless of the staff hierarchical level. The personnel that is able to sift, collate, and articulate information in the form of effective presentations are those that can assist the company to clarify and realize its goals, hence benefiting not only the organization, but also the individual’s career growth.
This course focuses on the overall aspects of presentations and the requisite skills that need to be cultivated in a presenter in order to generate a memorable impact on the audience and thus move them towards certain actions that is in congruent with the presenter’s objectives. This program necessitates the participants to prepare for as well as explore the various areas in the physical delivery of information beyond just a standard prepared presentation by involving them in a highly participative curriculum.

At the end of the course, participants will be able to:

• Structure a Cohesive Presentation Flow
• Organise and deliver messages according to importance and impact on audience
• Utilize different types of presentations to maximize the delivery impact on the audience
• Employ the different presentation styles and delivery to communicate messages across clearly and effectively
• Understand and manipulate the audience motivations to capture and maintain audience interest
• Develop rapport with the audience
• Identify and overcome audience resistance
• Craft powerful and stylish presentation content
• Select and apply appropriate visual aids to enhance presentation
• Developing Poise and Confidence
• Overcome fear and manage nervousness during presentations
• Communicate in a coherent, concise, confident and convincing manner.

Managers have the challenging task of translating organizational strategic plans into action, ensuring that organization policies and day-to-day tasks are implemented efficiently. In order to achieve this, the effective manager is required to possess dynamic team leadership, and to keep his team focused on achieving organizational goals.

This program provides participants with the opportunity to examine different areas of management enabling them to have the confidence and ability to manage their team effectively ensuring organization, team and individual goals are met – increasing motivation and developing the skills of the team. At the end of the workshop, participants will have:

• ability to understand Manager’s role and its impact on team’s performance.
• ability to identify different styles of management.
• understand what team and others expect from a Manager.
• learn how to deal with ‘difficult’ people and ‘difficult’ situation.
• ability to delegate and deliver feedback effectively on a regular basis.