THINK DIFFERENTLY. SEE THINGS DIFFERENTLY. DO THINGS DIFFERENTLY.

Delivering Outstanding Service

Service is process excellence 100% of the time.  It should be beyond just handling complaints.

Service used to be a term that is limited to a department that handles inquiries or complaints.  It used to be just a number at the back of a warranty card that tells you to call within office hours.  Service was seen as an unnecessary expense that could be outsourced to cut costs.  Service training then and now involved scripts to manage different customers and corresponding complaints.

Why focus on handling complaints and difficult customers when you can focus on doing the right things right so you don’t have to deal with complaints afterwards?   This values-driven approach provides your service team with marketing, operations and HR best practice examples, research and service frameworks so you have a better understanding of roles and what it means to deliver outstanding service!
Gain a broader perspective of what service really means and how it can be your company’s source of differentiation and competitive advantage, especially during these competitive times.

Key Benefits to Participants
  • Each participant will learn:
  • The importance  service in the attainment of marketing, sales and financial objectives
  • To apply marketing concepts to help them in decision-making and in serving customers better
  • How service must be seen through the eyes of the customer using a structured framework
  • Skills necessary in becoming and leading effective service personnel
  • How to use the tools and frameworks both personally and professionally to manage change as an individual and as a team
Key Benefits to Company
  • The company will gain:
  • A more positive, proactive and energized service team
  • Teams that are easier to motivate and to manage
  • A service team that is marketing-oriented and customer-focused
  • Excellent service standards that differentiate and provide sustainable competitive advantage
Program Concept
CONSISTENCY IN ALL SERVICE ENCOUNTERS IS A MUST- PROCESS IS KEY.
More than just smiling or handling complaints, service becomes outstanding when the encounter is so memorable that customers just have to tell others about it. It could be the entire sensory experience that starts from the parking lot or it could be the act of one single frontliner who made a lasting impact on the customer.  It could be the one big “Wow” act to recover a disappointed customer or a simple discount card that says, “You must come back.”  And it doesn’t only happen once or in one branch or with one person.  You know the company’s commitment to service and how they value customers by their level of consistency in all service encounters, company-wide. Prepare yourself and your team to be proactive and effective participants in every customer service encounter by doing things right and   doing the right things all the time!

Program Overview
Module 1: Your Promise
  • Service that creates value and that differentiates
  • Excellent service definition
  • Seeing your offer through the customer’s eyes :  why they leave or stay
  • What research saysImpact of customer satisfaction on profits and market shares
  • Customer experience / service process map
Module 2: Putting Marketing in Service
  • Marketing basics
  • segmenting and targeting market and positioning service
  • Your brand DNA
  • The service equation
  • Dealing with silos
Module 3: Managing the Customer Service Experience
  • Service big ideas and innovation
  • Implementing high quality service
  • Customer recovery
  • Mansmith 3P’s of personal effectiveness
  • Hiring and rewarding the right people
  • The relationship between employee and customer satisfaction
Module 4: Creating Value to Excellent Service Marketing
  • Template for uncovering gaps using the customer’s point of view
  • The Value Profit Equation
  • The price of dissatisfactionPutting it all together using service metrics
Who Should Attend
  • This seminar is for anyone who interacts with both internal and external customers.
  • Team attendance is recommended so a strong service culture can be established among team members.
Case examples from the following products / industries shall be cited:
  • Airline
  • Apparel
  • Banking Industry
  • Cement Production
  • Financial Services
  • Hospital
  • Hotel
  • Mass Transportation
  • Restaurant
  • Software
  • Telecom
  • Utilities :  water and electricity
Recent participants include:

  • Key Account Officer of Asea Brown Boveri Phils.
  • Marketing Assistant of Bounty Agro Ventures, Inc.
  • Sales Assistant- Customer Service of Cebu Holdings, Inc.
  • Sr. Application Systems Consultant of Fujitsu Philippines, Inc.
  • Training and Development Clerk of PAGCOR
  • Supervisor of Philippine Batteries, Inc.
  • Professional Mktg Specialist of Unilab Consumer Health Group
  • Vetcare Personnel of Universal Robina Corporation (Litton)
  • Service Supervisor of Waters Philippines
  • Manager, Customer Support of Yokogawa Philippines, Inc.
  • ME- Assistant Manager of Canon Marketing (Philippines), Inc.
  • Bancassurance Sales Support Head of Grepalife
  • Area Sales Executive of Petron Corporation
  • Customer Service Supervisor of Universal Robina Corporation (Litton)
  • Human Resource of Spruce Designer Network, Inc.
  • Operations Assistant of Philippine Hospital Projects Development Corporation
  • Call Center Head of Bankard, Inc.
  • TMG Supervisor of Universal Robina Corporation
  • Project Manager of Pointwest Technologies Corporation
  • District Manager of Westmont Pharmaceuticals, Inc.
  • Key Account Manager of Microgenesis Business System, Inc.
  • Service Operations Manager ofPest Away Corporation

 What our past participants said:

“Nowadays, competition is very tight the only thing that you can do is to “differentiate” and that is by providing “outstanding service!” The seminar will be an eye opener to you and to your team! ” – Jose Alibanto Jr.,  Manager-Customer Focus, ABB Inc.

“Not only creates awareness, the session will help you understand & commit yourself to customer service.”– Irene M. Andas, VP Bancassurance Sales Support,  Grepalife

“The seminar made me realize that there is more to customer service than just smiling and appeasing the customer at that moment. Customer service is also the responsibility of the whole company and not only by one section or dept. ” – Anna Katrina Mejillano, Head Customer Communication Section, URC-AIG

“Worth my money!” – Ma. Gemma Araza, Guest Services Manager, Scottland Inc., THE SPA

“The seminar has definitely broadened my knowledge on customer service, sales and marketing. And as a starting Human Resource, Mansmith seminar truly served as a remarkable stepping stone.”Karl Laurea, HR, Spruce Designer Network, Inc.

“The 2-day seminar gives me another perspective for excellent service. Simple and yet practical applications that will enable individual to review their company processes.” –Pines Mermida, Operations Assistant, Philippine Hospital Projects Development Corporation

“I like the pacing of the topics, it is clear. I’m excited to implement what I have learned in the 2-day seminar. This seminar affirms what I know & what we are doing & teaching our people.” –Kathy Guevarra, Pest Away

“Very informative & never had a boring moment. Ms. Chiqui is very knowledgeable in what she teaches & animated that you have no choice but to listen to every word she says.” – Lyn Carmelo, Call Center Head, Bankard, Inc.

“The topic is very good, thus it really improve my service with internal & external. Service is not only for customers using your product but also for your co-employee.” – Randy Araneta, TMG Supervisor, Universal Robina Corporation

“Delivering Outstanding Services gives customer-service a different perspective! A participant will be surprised with the discussions, realizing that “Wow, this is what REAL SERVICE is all about!” ”.— Jewelle Mendoza, Lamoiyan Corporation

“Very passionate speaker who inspires and makes me see great possibilities in my work. Very well-planned course that makes use of real-life examples to educate and serve as models.”  - -Roxanne R. Piloton, Project Manager, Pointwest Technologies Corporation

“The seminar gave me new insights about servicing. I thought we were already doing a good job, but now I realize we still have a long way to go. ”– Joji Caluag,  Senior Manager – PNB Life Insurance

“It is really a seminar that enhanced me as a person & will really help me to develop my skills. It helps me understand value of service & how to manage to use them. I’m honored to be someone who attended one of Mansmith seminars. ” – Glaiza Soriano,  Events Specialist, The Blue Leaf Events Pavilion

Recent Participants Include:

  • Key Account Officer of Asea Brown Boveri Phils.
  • Marketing Assistant of Bounty Agro Ventures, Inc.
  • Sales Assistant- Customer Service of Cebu Holdings, Inc.
  • Sr. Application Systems Consultant of Fujitsu Philippines, Inc.
  • Training and Development Clerk of PAGCOR
  • Supervisor or Philippine Batteries, Inc.
  • Professional Mktg Specialist of Unilab Consumer Health Group
  • Vetcare Personnel of Universal Robina Corporation (Litton)
  • Service Supervisor of Waters Philippines
  • Manager, Customer Support of Yokogawa Philippines, Inc.
  • ME- Assistant Manager of Canon Marketing (Philippines), Inc.
  • Managing Application Systems Consultant of Fujitsu Philippines, Inc.
  • Bancassurance Sales Support Head of Grepalife
  • Area Sales Executive of Petron Corporation
  • Guest Services Manager of Scottland Inc. THE SPA
  • Customer Service Supervisor of Universal Robina Corporation (Litton)
 
ABOUT THE SPEAKER:
CHIQUI ESCAREAL-GO,
President and Chief Service Strategist

 Author/co-author of 5 marketing and entrepreneurship books.  Executive Scholar for Marketing and Sales, Kellogg Business School (Northwestern University).  Outstanding Filipina Entrepreneur 2011 (Trailblazer category).  Vice chair of Waters Philippines, Certified Master Coach (by the Behavioral Coaching Institute) and Certified Appreciative Inquiry Training Facilitator (by Company of Experts USA).  Took advanced marketing programs at the Columbia Business School (Ceibs campus), Harvard Business School and at the University of California, Berkeley. Member of the Board of Trustees of St. Paul College Pasig and Kythe, Inc.