Delighting Your Customers

In this 2 lecture, I have picked up valuable guidelines from big company like four seasons hotels and resorts, as well as Walt Disney.


The distinctive similarities of Four Seasons and Walt Disney are that they place their 'people', as one of the most important factor to be successful. This is very true as the employees are working at the most front line and will be the first in contact with the customers instead of the CEO or the manager. As mention in 'customers’ perception', Impression is created within a minute. In this labour intensive industry, the people certainly will create an impact on the services to the customer.

One interesting example given during the lecture that shows how providing good service can make customer’s delighted. It was mention that one of the employees (I forgot what he is working as) actually lent one of the guest his business shoes as the guest couldn’t find the suitable one and it was very late at night and shops are closed with meeting as early as 8 in the morning the next day. This employee actually polished the shoes and placed the shoes at the door of the guest and everything was on his own accord. The customer must be delighted and he would be crediting the hotel instead of the employee alone. This clearly shows how important is the ‘people’ in the company.

For both Four Seasons and Walt Disney, their way of defining service is different. Walt Disney uses terms which allow employees to remember it in a ‘magical’ term while Four Seasons uses terms which are more stern and strict. I would prefer Walt Disney way of defining Service as although it uses simple words to bring out the essence of service, employees will tend to remember them easily.

The Art of Corporate Entertainment

"Its all about having etiquette at anywhere, anytime with anyone."

In this workshop, I was taught what to do and what not to do during a business meal with my clients or anyone that matters. The video uploaded was done during the workshop and through the skit, I realised that there is certainly lots to pick up during a business lunch.

It is not only about being considerate and having the correct behaviours to impress your client or your boss. It is about having the correct behaviours in a social setting.

This workshop is especially important to me as it let me realise the possible mistake that I have made while having meal, exchanging of namecards or gifts, or even by walking along the streets. In the past, while receiving gifts I would not remove the gift wrap carefully, display the gift and end off with a respond like ‘thank you’ or ‘I like it’. Through this workshop and lecture, I realise it is of high importance as it shows your appreciation of the gift. While having meal, I would raise my hands to call for the waiter or snap my fingers like how it was shown in the television (that shows how television programmes having impacts on children of young age…).

After the workshops and lectures, my groupmates and I decided to dine at RITS in TAS and realised the difficulty of having to pinch the bread in bite size and also to eat with ‘etiquette’. It certainly comes with practice and the willingness to try to display the best side of you.
Somehow I believe that the workshop could be further enriched if classes could be held in a restaurant and everyone could have a better understanding of the lesson and it will provide a better prospect of having a business lunch with the dos and don’ts.

Building a Service Culture

"Culture is a shared, learned, symbolic system of values, beliefs, and attitudes that shapes and influences perception and behaviour -- an abstract or 'mental code' "
In the lesson of building a service culture, I learned that all companies have their own standard of procedures and culture.

Leaders versus Managers
The difference between this two is that both approaches the situation differently. Leaders are more concern about the cohesiveness of the team and more of the journey than the result. For managers, they are more of the practical ones that believe the goal is more important and focus on the current than ‘dreaming on’.

In the serving industry, the customers are part of the service culture. We need to understand what the customers are seeking for and who are they. With the 4Ps (people, Product, Presentation, Process) in mind, customers do not view satisfaction as a single experience but more of a string of events (moments of truths). From walking into the shop and being greeted warmly by the staffs till the walking out and thanked earnestly with enthusiasm will conclude the whole experience of the customer.

This topic would have been better if Land’s End was to give a talk to us and it would be so much more convincing than on the paper.
=)

Corporate Politics in Perspective

“Disaster strikes everywhere if you don’t get along”

This lesson is the most realistic workshop as all companies be it big or small, has employees who just love politics. It further prepares me for the working life and what are the possible dangers and opportunities that I could avoid and seize when it arises.

The ideal world from working is to receive salaries, get promoted, having a fair share of desirable and undesirable tasks and receives goodies based on merit. This is not really the case and this is definitely not an ideal world.

During the workshop, I was told a story of the 3 parrots.

One day! A man walk into a pet shop looking for parrots as pet. He saw 2 on display and another 1 somewhere high up. He began to enquire more on the parrot’s pricing.

Man: How much is this parrot?
Owner: This? Very good and smart choice, $100.
Man: ok… how bout this?
Owner: This is even a better one, $200.
Man: wow ok… how about the one high up there?
Owner: $1000.
Man: Goodness! Why the steepness???
Owner: Because the other two parrots call it the ‘boss’.

It’s not really funny but it shows the reality. Bottom-line: know your boss and make the correct ‘risk’/decision!

Politics might seem to be a problem and many have actually voice that it is too much to handle. but with the appropriate approach towards politics, I believe it should not be a problem =)

International Business Etiquette

One of the most important topic to be looking out for even in the future, 10 years down the road.

As accessibility is getting better each day and traveling around the world for business and leisure purposes increases, there is a need for us to understand what are the dos and don'ts for the varies nationality.

For my project group, we were given the country: Africa. When we were given that, we are totally shock as we believe that is not much learning point from it but we were wrong. Like not having females to dine in the same table as the male and them having the Muslim religion. It was a great learning experience for me.

I remember while doing the project individually at my own timing, i met this South African student who was here for a scholarship at SMU. I then greeted them in their language and they are certainly happy that i know their language and was trying to find out more about it. He gave me some words of encouragement and wish me all the best for my project. =)

The learning of this topic was taking effectively as each group was given different country to work on and from the presentation, the class was able to compare and contrast the other country's etiquette.
The following video is just a little teaser of me using a china assent to 'irritate' Sharlene's group on china etiquette before the presentation.

The lecture for this topic could be made more interesting by having guest speakers from oversea or interns who have been working with clients from all over the world before. In that way, we would be able to learn and understand from their prospective.

Customers' Perception

"Customer Perception is the fundamental of business success"

In this topic i learnt that customers are the most important asset to any company. No company can survive without customers and a great product design or aggressive marketing plan can be compared with the customers.

There are 7 deadly statement that a service provider could not afford to make.
"I'm having a terrible day"
"We're short staffed today"
"I only work her part time"
"This job is really hard"
"That last customer was really a pain"
"This is the XX time this week we've had system problem"
"My co-worker messed up"

I remember while working part time, at least 4 of the deadly statement was committed by me. Through this, I am more aware of what to say and what not to say when I am facing the customer during my 'rocky' days.

During the workshop, each group had a little roleplay and we had to try to commit a few deadly statement and actions and afterwhich, correct it in the play. Committing mistakes were really easy but when it comes to correcting it, even with rehearsals before hand, we still manage to commit mistakes. This shows that when we are out in the working world, it takes more than practice to work on the customers' perception of us and the company. It takes experience too.

A happy customer, will bring about a happy service provider!

Building a Professional Presence

"We never get a second chance to make a good first impression"

Through this topic, I learnt that by dressing appropriately, one could not only stand out in your own career, but also allowed one to feel more confident.

In the year 1, i never thought dressing up in a business suit will require so much 'energy'.

During presentation in year 1 was just trying to get a suit, that's all.
through the workshop, i learnt that the business suit should be complimenting and flatters my shape and colour and it reflects my personality and my position.

After the workshop, i began to search for the 'new' me. Buying new suit that flatters me rather than make me look unprofessional.

This is my favourite Topic of all the 8 workshops.

I begin to be more aware of my appearance and the way i present myself in front of others.

Although at times I do get a little out of hand when I am with my friends but when there is a need, I would still remain professional =)

Building a professional presence is not just about having a wonderful appearance but also the way I talk and the way I react to situation. I remember during workshops, we would have little skits in between and as usual, as a very outspoken person, I was involved in the play. In the play, it requires me to exchange name cards and also to have some small talks. It was indeed fun and entertaining as we are not very updated with the current news and thus having only talks on the big issue in Singapore like F1 racing and Olympics.

When I am out with my friends, I would get hold of the 'opportunity' and try to practice a little of my small talks. I believe practice makes prefect and in the near future, I would really love to avoid awkward situation with my client with nothing to talk about apart from partnerships and project collaboration.

During year 1, presentation was not so much of a hassle because i avoid putting on any make-up and now looking back, i must be looking awful. *laughs*

There is a saying - there is no ugly women but only lazy women.

indeed.

Making up for a presentation or for any occasion shows that you are respecting the person that you will be with for the day or night.