Customer Service Innovation with Francis Kong and Merril Yu
When was the last time you ate out or shopped at your favorite store, and you were so impressed that you just had to tell other people about your experience? That’s the “WOW Experience.” If your customers don’t leave with a WOW Experience, you can almost be sure that they’ll leave at the first sign of a better offer elsewhere.
It’s not enough to have satisfied customers. You need to WOW your customers. You need to INNOVATE.
Customer Service Innovation is a whole-day learning event that enables you to continuously grow in developing SUPERB customer service skills. You will learn the secrets of ” WOWING” your customers and creating an unforgettable experience for them.
Here’s what you will learn from this event:
Merril Yu
1. Debunking Standards
- Success stories from Zappos, Jack’s, Lexus and more
2. Service Design via RADAR
- Understanding human behavior
- Creating standards to meet and exceed expectations
3. The 3 As of Customer Experience by Jim Nassikas
- Arrival
- Activities
- Aloha
Francis Kong
1. The Definition of Customer Service
2. Customer Satisfaction vs. Customer Loyalty
3. Creating a Personal Excellence Brand
About Your Speakers:
Francis J. Kong
The best-selling author of Only the Real Matters and 9 other books, FRANCIS J. KONG is a much sought-after inspirational speaker who has been featured in more than 1,500 major conventions both here and abroad. He also holds the distinction of speaking together with John Maxwell in the country’s largest single learning event held at the Araneta Coliseum, in front of 14,000 leaders in September 2004.
You can hear him in his daily Radio ProgramBusiness Matters which was given a Year 2007 special citation by the Catholic Mass Media Awards. You can read him through his Saturday and Sunday column of the Business Page of The Philippine Star. You can see him as he regularly guests every Thursday morning at ABS-CBN’s popular morning show Umagang Kay Ganda.
Francis has been trained and licensed by Maximum Impact of Atlanta, Georgia to do Maxwell’s leadership programs.
Testimonials:
“Francis Kong makes learning fun. I am inspired to be a better leader. I am capable of becoming not only in the workplace but also at home.”~Chet Cabigas, United Laboratories, Inc.
“Francis Kong is very engaging. It’s also good that topics discussed were integrated both in professional and personal lives.” ~Kristine Martinez, United Laboratories, Inc.
Merril F. Yu
Mr. Merril F. Yu is an international hotelier having learned and honed his craft with the world’s leading hotel brands such as: Four Seasons Hotels & Resorts, The Peninsula Group, MGM Mirage to name a few. Over 21 years leadership roles including VP Hotels, Executive Director, General Manager and Resident Manager in San Francisco, Auckland, Jakarta, Hong Kong, Shanghai, Kota Kinabalu, Las Vegas, Xiamen and Manila. From 2004 to 2007, developed, opened and managed China’s biggest hotel, Xianglu GRAND Xiamen with 1,525 guestrooms.
In 2007, led the SM Groups entry into hotels as Senior Vice President, SM Investment Corporation’s Hotel Investment Group; followed as President, SM Hotels and in 2009, Executive Vice President of SM Hotels & Entertainment as it joined its siblings to become the 5th core business of the country’s largest conglomerate joining SM Malls, SM Land, SM Retail and Banking.
A member of Mckinsey Quarterly’s Executive Panel, advisor to Bloomberg Businessweek Market Advisory Board, popular keynote speaker for companies such as Globe Telecom, Business World and Lasalle College of St. Benilde.
A graduate of Choate, Duke University and AIM’s Executive Program in Advanced Marketing Management.
Testimonials:
“Merril gives a very personal touch to his workshop by going/talking to different groups and giving his inputs. He made sure everyone understood the concepts very well – that’s customer service at its best. He simply made himself a walking testimony of the principles he preaches.” — Chiw Bailoan , President &; CEO (Baicapture, Inc.)
“…He’s the most credible speaker. He’s the best person to learn from about customer service!!!”
– Rommel Arcilla, Team Head (PLDT)
Don’t settle for satisfied customers. Build customer loyalty by giving them the WOW experience! Sign up for this event today. Please contact Krisselle at 687-2614 or email us inquiry@inspireph.com.