Managing Expectations of Internal and External Customers IntroductionService Excellence

Managing Expectations of Internal and External Customers

Introduction 

Experienced a burnout? Unable to cope, mounting workload, find yourself dragging to work, sidelined by others and felt like quitting. Adding to the woes, faced with nasty customers and equally difficult staff. We’ve all heard of this.

But is there good news? Absolutely. Whilst hurdles may appear in-surmountable there are time tested strategies, techniques and skill that that are learnable, to win at the work place and remain motivated undeterred by these daily challengers.

This course is designed to help staff to work effectively and enhance their ability to cope with various difficult behaviours from customers and colleagues. 

Course Objectives 

Upon completion of this workshop, participants will able to:

• Understand human behaviour
• Be inspired to manage people, interact and lead
• Understand your strength, weakness and limitations
• Apply winning strategies and proven techniques
• Manage criticism and feedbacks
• Apply emotional intelligence effectively
• Apply assertiveness, tact and sensitivity in dealing with internal and external customers
• Manage difficult staff and customers in a professional manner
• Managing stress 

Target Audience 

Managers, supervisors, team leaders and staff members. 

Course Outline

Our Customers

• Identifying your customers
• 21^st century customers
• Seeing things from the customers perspective
• How customers have changed?
• Understanding customer needs and wants

Understanding People’s behaviour

• What drives people?
• Winning With People
• Motivational Theories
• Human characteristics: Activist, pragmatist, reflectors, theorists

Managing Self    

• Reflecting upon
• Addressing blind spots
• Solicit feedbacks

Managing Others   

• Meeting individual needs - self esteem
• How to manage differences?
• Addressing emotions before logic
• Giving positive strokes
• Understanding two works theory and how its applied
• Applying assertiveness
• How to enable people

Styles Of Communications

• Assertiveness
• Influencing others
• Negotiating techniques
• Managing criticism

Managing Change

• Managing change by being the change
• Adapting to change
• Dealing with resistance to change
• Predictive patterns of change
• Managing stress  

Managing A Global & Culturally Diversified Workforce

• Understanding the implications of globalization
• Cultural awareness
• Exercising tact and sensitivity in a culturally diverse workplace
• Impact of cultural and social differences

Team Cohesiveness

• Finding a common ground
• Making "we", take centre stage

Managing Conflicts  

• How can expectations be managed?
• Adopting a collaborative strategy
• Office Politics - Acids of the workplace
• Conflict Resolution
• Negotiate acceptable terms

Methodologies 
The two day programme would be highly dynamic and interactive. It will be activity driven with lectures, case studies, role plays, video clips, role play, paired, group discussions and team assignments. Learning will be fun.

Abraham Judah, is a training consultant with the Management Development & Consultancy arm of MDIS.

With his wealth of experience in the service industry and vast exposure with people of global profile, his expertise in training rendered would be equal to the best and 2nd to none in the local scene. With his domain expertise, in cross cutting competencies, his training rendered in change management and service excellence, would be beyond mere theories but what works.

With more than 20 years of industry, experience in the service sector, JP, as he is popularly known, played a pivotal role and was one of the key pioneer’s and architect of change management with Singapore Airlines. An aviation consultant, par excellence - Numero UNO. His practical experience and transformation of Singapore airlines service culture from its horror days and accomplishments as a star ICON, speaks volume, setting him apart from his peers and he is undoubtedly one of the catalyst to the Singapore Airlines story and where the airline is today.

His vast contribution, initiatives and ideas in change management with Singapore Airlines, distinctly differentiated himself from the cohorts of his era and his initiatives to date is clearly a testimony of the LEGACY he left behind.

Abraham’s, key roles on the corporate sector remained in change management and quality assurance. In 2008 in a career switch, upon leaving his legacy in Singapore Airlines, he took roles in the hospitality industry. In his new related role, he spearheaded, quality assurance, change management and brand culture.

In all his endeavours, JP left his un-mistakable footprint of his signature brand in excellence that distinctly differentiated him apart from the erstwhile competitors.