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Customer Service has  changed so much in the last few years because of the rise social media and online resources. Feedback and word-of-mouth testimonials have never been so connected across a digital and virtual expanse at the speed of a single click. It’s time to make the customer front and center in order to sustain a business.

The old rules no longer apply. Before, we thought that if a customer is satisfied, they will tell a couple of their friends. And if they weren’t,  they would tell more than 10 of their friends about their bad experience. Today, a totally dissatisfied customer will tell their thousands of closest strangers!

The world is changing so fast and we have no choice but to change along with it. It’s no longer enough to have satisfied customers. We need to WOW them! We need to INNOVATE.

I remember leadership development speaker & author Mark Sanborn’s story about awful customer service:

I was famished. I had fasted for a medical procedure that was scheduled for early morning; in addition to being hungry, I was dying for my morning jump start of caffeine. Fortunately, there was a Starbucks located just around the corner from the hospital, so I picked up a cappuccino to go.

There was a popular deli nearby. I knew from previous experience that the food was good, so I parked and went inside with my just-started Starbucks cappuccino. “One for breakfast,” I said to the hostess. Seeing my Starbucks cup, she rather sternly replied, “We don’t allow outside food or beverages in the restaurant. You’ll either have to down it or leave it at the counter.”

I wasn’t about to discard my three-dollar cappuccino, so I decided to take my coffee and money elsewhere.

Her curt challenge to my not-purchased-there coffee felt like a personal rebuke. I could empathize with a business owner who wanted to sell his or her own coffee, but I had already purchased mine elsewhere. I was more than willing to spend $10 for breakfast, but the restaurant, by requiring that I dispense of my recently purchased Starbucks cappuccino, ended up with nothing and lost me permanently as a customer.

Upset at how I was treated, I called my brother Shawn, who is a successful restaurant owner and operator. After explaining the scenario, I asked for his opinion on what had happened. He saw an easy solution: “She should have said, `We don’t allow outside food or beverages, so let me pour your drink into one of our cups after I seat you.’ No competitor’s coffee cup would be on the table, you would keep your beverage, and they would get to keep the money you spent on breakfast.”

The cup here is symbolic. We don’t necessarily need to change our staff or the way we train our people in order to give good customer service. What is required is a change of mindset. Deliver the same great products and services that you have. Just change the “cup”. Change the way you offer solutions. Change the way you communicate to your customers. More importantly, change how you make your customers feel.

Are you ready to change the cup today?

Francis Kong will be speaking on the topic of Customer Service Innovation along with international hotelier and service excellence consultant Merril Yu. This event is on November 9, 2011 at the Crowne Plaza hotel. For more details, click here: http://www.inspireleaders.com.ph/upcoming-events/customer-service-innovation/

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Culture of Personal Excellence, The Repeat 2

SMX Convention Center
March 3, 2010, 1 pm – 5 pm

Hurry! Book your seat now! Call INSPIRE at 6872614 for tickets & reservations.

With special guests:

• TJ Manotoc – Anchor, reporter, sportscaster for ABS-CBN
• Dr. Josette Biyo – the first Filipino & Asian to have a planet named after her
• Emman Bagual – Nobel Piece Prize Awards for Children’s Rights, Finalist

Call INSPIRE at 6872614 for information & inquiries.

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To become a millionaire, you have to think like one.

Featuring Chinkee Tan & Francis Kong

November 7, 2009
1.30 – 5.30pm
Carlos P. Romulo Auditorium,
RCBC Plaza, Makati

Seminar Fee: P2,500

For inquiries and tickets:
CALL (02) 996.4610 or (02) 426.1140 (telfax)

“I didn’t just learn one thing. I learned many things. Chinkee and Francis gave a dose of knowledge and inspiration with a good sprinkling of humor.” – Christine Bersola-Babao, Host and TV personality

“The clear and specific examples were very useful. It inspires one to keep on thinking like a millionaire.” – Bernadette Ramos, SM Development Corp.

Motivate your marketing team, sales professionals, and other employees to think big and think rich, not poor! Self-driven and engaged employees achieve and exceed their quotas and key metrics. They’re more productive and fulfilled. And they are committed to improve their income and your company’s bottom line!

Send them to attend the best-selling seminar “Developing a Millionaire’s Mindset” on November 7, 2009 at the Carlos P. Romulo Auditorium, RCBC Plaza, Makati City, featuring two of the most sought-after speakers in the country: Francis J. Kong and Chinkee Tan.

Why are some sales professionals more successful than others? What sets apart winners and achievers from the mediocre and average employees? How come millionaires get richer while most people live paycheck to paycheck? Is it talent, family background, connections, or simply luck?

The real answer: millionaires think differently.
Help your sales team to learn how to
DEVELOP A MILLIONAIRE’S MINDSET!

Do you want your managers and sales team to think big?

It’s already the last quarter of the year — targets and quotas have to be met, even exceeded. Much depends on the performance of your marketing and sales group. This seminar will teach them what attitudes and thinking them need to develop to become successful in their career. .

Here are some ways your company will benefit:

• Have a more motivated sales force
• Widen your vision and expand your territory
• Become a better entrepreneur or professional
• Provide a better life for yourself and your family
• Be driven to take bolder action and succeed

During this intensive, half-day seminar, you will find out the principles, practices, and techniques that millionaires share.

Two of the country’s most in-demand speakers are back for the second run of the best-selling Developing a Millionaire’s Mindset seminar. We invite you to sign up and start your journey toward a richer life.

Sincerely,

Heinz and Ambie Bulos
Seminar Producers
LearningCurve Inc.

What You Will Learn

• The 5 classes of people
• Why the poor and middle class stay that way
• The law of opposites
• Time horizons of the poor, middle class, and rich
• What millionaires think and talk about
• The 97/3 principle
• The empowering questions rich people ask
• How millionaires see change
• How winners are measured
• Employee versus entrepreneurial thinking
• The perspective of excellent people
• The power of worth and confidence
• What winners do
• The role of mentors
• And more!

For inquiries and tickets:
CALL (02) 996.4610 or (02) 426.1140 (telfax)

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September 4, 2009; 9am to 5.30pm at SMX

Culture of Personal Excellence by Francis J. Kong

What separates you from who you are and the best that you can be?

Excellence

Discover how Francis J. Kong – the country’s foremost inspirational speaker – made it to the pinnacle of excellence in this remarkable experiential learning event.

Call 687.2614 for details and reservations.

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January 27 and 28, 2009
8:30AM – 5:00PM
EDSA Shangri-La, Mandaluyong City

EQUIP your key LEADERS with the needed leadership abilities to maneuver your business during these difficult times.

Start the new year with a leadership skills upgrade through the Developing the Leader Within You™ Workshop, a leadership program designed by best-selling author and leadership guru, Dr. John C. Maxwell.

This will be facilitated by Francis J. Kong, Inspire’s Director and one of the country’s sought-after inspirational speaker.  Francis has been getting rave reviews for his facilitating this workshop:

“The best leadership program I’ve ever attended. The nuggets of wisdom Francis Kong imparted are priceless and extremely valuable for my personal and professional growth. Every leader should attend this. Will definitely move our country forward.” ~Eva Barrett, United Laboratories, Inc.

“Very inspiring speaker; makes me want to go out, live my life and be the best leader I could ever be!” ~Patricia Perlas, Total (Phil.) Corp.

Discover for yourself the many benefits of attending this leadership program.  Don’t miss the Developing the Leader Within You™ Workshop with Francis J. Kong on January 27-28, 2009 at the EDSA Shangri-La, Mandaluyong City.

Program Outline
(All sessions are highly interactive and are designed to draw out insights, personal realizations, and feedback from the participants.)

Day 1
Developing the Leader Within You: The Foundations of Leadership
Opening Discussion: The Difference between a Leader and a Manager
Session 1. The Law of Influence
Session 2. Introduction to the Five Levels of Leadership
Session 3. Uncovering your Level of Leadership
Session 4. The Law of Connection
Session 5. Leading with Integrity
Session 6. Values-based Leadership

Day 2
Session 7. The Law of Priorities
Session 8. Becoming a Focused Leader
Session 9. The Quickest Way to Gain Leadership
Session 10. The 5-Step Equipping Process
Session 11. Motivating the Unmotivated
Session 12. The Law of Navigation

After the Workshop
Validate Leadership Action Plan with management.

Email us at inspireleadership@gmail.com  or bing@inspireph.com  or pam@inspireph.com.

Call 687-2614 and ask for Bing or Pam.

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The PowerPoint (v.2003) files were compressed into Zip files.

Please click on the links below to download the files per speaker.

Krish Dhanam’s Presentation File (824KB zip)

Anthony Pangilinan’s Presentation File (956KB zip)

Francis Kong’s Presentation File (1,811KB zip)

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