Competitive Advantage Through Service Excellence

A 2-Day Training Designed to
Create Greater Value in Service
COMPETITIVE ADVANTAGE
THROUGH SERVICE
EXCELLENCE
April 14-15 1998 w 9.00am - 5.00pm daily
Crystal Crown Hotel, Petaling Jaya, Malaysia

Led by highly sought-after speaker
and international consultant
DR JAY KANDAMPULLY
"Competition constitutes the basis of a firm’s success or failure.
The nature of the competition and the competitors will change over time.
A focus on competitive advantage, customer relationships, however,
will provide the means to sustainable and unequivocal market leadership..."

Here's What They Say...

Supported by
Official Hotel
Another World-Class Event brought to you by

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One of the greatest Challenges...

facing all organisations today is the ever-growing competition and continuous increase in customer expectation. Service excellence is now an integral part of any product or service, distinguishing an organisation from its competitors.

Successful organisations, irrespective of nature or size, have one thing in common - the loyalty of their customers. The challenge for firms thus lies not in attracting customers, but in transforming every customer into a loyal one - in developing a long term relationship with the customer.

Outstanding service quality, as perceived by the customer, can give any organisation a competitive edge in its marketplace; it represents the most sustainable basis of differentiation, driven by customer satisfaction, market share and profitability.

This seminar programme energises the most common, the most powerful, and the most consistently underestimated force in service delivery: your service personnel. Jay will transform and inspire your thinking about how to gain a competitive advantage in what you do everyday.

OBJECTIVES
You will learn how to adopt and implement practical ideas and suggestions which can put to almost immediate use in workplace...

Provide you with the leading edge strategies necessary for your organisation to gain market leadership and customer loyalty in a competitive market.
Offer you an insight into the concepts and management skills that can transform your organisation to a customer focused, quality oriented and service minded business.
Provide managers with the skills and step by step approaches to train and motivate staff to create an organisation dedicated to exceed customer expectation.
Offer an exceptional insight into the establishment of rapport with internal and external customers, create and maintain long term relationships, nurture team spirit and develop a passion to solve problems.
Help participants understand an organisation’s internal strengths and provide innovative methods through which they can compete with their most formidable competitors and maintain leadership.

THE BENEFITS

After attending this course you will:

Learn how to direct your focus towards successful concepts in service management
Learn how to model those who have consistently produced a superior quality of service with a passion
Acquire the knowledge, understanding and skills that will assist you to regenerate procedures, systems and people on an ongoing basis
Learn how to build strength from interdependency, interrelationships and synergy
Learn how to compete and give you new power to achieve your organisational goals

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If you are managing/operating any kind of service business, and if you consider loyal customers to be your firms most important long term asset - then this seminar will help you achieve your goal.

This seminar is specially designed for operations managers, marketing managers and human resource managers.

TEAM ATTENDANCE HIGHLY RECOMMENDED
This is to facilitate successful implementation of the knowledge acquired from the program. An incentive will be given for 3 or more persons from the same organization registering for the same program.

What Past Participants Say...

It was a pleasure to listen to someone who’s enthusiasm for his chosen speciality leaves a lasting impression...
David J. Morris, Managing Director, Cardio Analytics

Jay was able to provide a number of concrete examples and stories from his experience to illustrate the value of service excellence to both the individuals and to the company...
Kirk Hoessle, President, Alaska Wildland Adventures

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D A Y O N E

Session 1

Competitive advantage of exceptional organisations - Lessons to learn
The power of anticipation
Changing pattern of customer - supplier relationships
Quality the moving goal post - to the core concept
Dynamic innovations - beyond incremental improvement
Managing internal and external inter-relationships

Session 2

Empowerment - “the intelligent use of human intelligence”
Managing mistake - recovery - reward
Innovating systems, procedures and people
Effectuate untapped organisational assets
Service guarantee: a multi-dimentional perspective to enhance an organisation’s internal efficiency and external competitiveness
Maximising and sustaining competitive position

D A Y T W O

Session 3: Beyond Customer Service
This section will focus on some of the fundamental service quality failure prone areas such as:

Power of the moment - the critical moments of truth
Spontaneity
Reliability
Feedback and recovery
Service loyalty
Internal and external customer
“Know why” as opposed to “know how”
The “how” factor in service delivery
Care and compassion
Passion to solve problems

Session 4: Building Relationships

Orient the participant to the service concept
Assist them to examine and reassign their beliefs, readjust their service personality and engender them with professional pride and aspiration
Independency to inter-dependency
How to improve service communication skills, either in person or over the phone
How to interact and build an emotional connection with customers and colleagues
How to receive comments and act in a professional manner
How to transform a challenging customer into a loyal customer by building rapport
How to undertake service recovery effectively and instil trust
How to proactively seek comments
How to deliver exceptional service when busy

Certificate of Participation
personally signed by Dr Jay Kandampully will be awarded
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Seminar Details

Venue	Crystal Crown Hotel, Petaling Jaya, Selangor DE, Malaysia
Date	April 14-15 1998 w 9.00am - 5.00pm
Fee	RM1,280 per person. Inclusive of seminar materials, lunches and refreshments for the duration of the seminar
Group Discount	RM1,180.00 per person for 3 or more people from the same organization.
Cancellation Policy	Cancellations are valid only in writing (either through fax or mail). Full refunds applicable if written notice is received at least 2 weeks before each program. A 25% cancellation fee will be levied for cancellations received less than 2 weeks before the program. No refunds after commencement of seminar. Substitutions are allowed.
SBL SCHEME HRD COUNCIL	RAYMA is an Approved Training Provider with HRDC whereby approved training programs can qualify for 75% rebate of the fee. Please apply through your HR Department at least 30 days in advance of the program.
THE RAYMA GUARANTEE	A full refund to you if we do not deliver what we promised. Just turn in your workbook to us at the end of the day!
REGISTRATION & ENQUIRIES	RAYMA Management Consultants (M'sia) Sdn Bhd 2B Jalan SS24/13, Taman Megah, 47301 Petaling Jaya Selangor Darul Ehsan, Malaysia Tel: +60 3 7044 666 Fax: +60 3 7044 484 E-mail: raymaseminar@po.jaring.my Contact: Wendy Song

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