Key Takeaways

• What is the Logical Thinking Framework and how can it help you face market turbulence more effectively
• The key skills behind Logical Thinking
  - Approach problems and make decisions in a totally logical way of thinking
  - Anticipate problems logically and plan solutions to address the root cause

Course Outline

• How most people read problems
• Introduction to the Logical Thinking Framework and its benefits
• Learn to analyse problems - on a phenomenal level and drill down to its root cause
• Construct critical steps to address the root cause of problems
• Know how to anticipate problems and plan effective solutions ahead of time

Who should Attend

All Levels with 5 years+ of working experience

Trainer

PERSOLKELLY CONSULTING Team/Cindy Yuan

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Learn the practical skills of setting a SMART goal
• Review the goal with P(Plan) D(Do) C(Check) A(Act) Model
• Understand the time killers as a factor of goal procrastination

Course Outline

• Master the SMART principle of goal management, formulate and modify goals
• Develop an action plan based on the target and simulate implementation
• Time & priority management

Who should Attend

Welcome to All

Trainer

Cindy Yuan

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Develop a Design Thinking mindset to create new value
• Unleash creativity in teams to develop innovation and become more receptive to changes and feedback
• Engage stakeholders and understand their needs through a lens of empathy
• Learn and master practical Design Thinking concepts and advanced tools as a leader
• Be inspired by actual successful cases and appreciate best practices at work

Course Outline

• Definition of design thinking and its process
• Introduce design thinking toolkits
• Apply design thinking tools with experiential learning activity
• Showcase what works in design thinking

Who should Attend

Welcome to All, no previous knowledge or experience in design thinking is required

Trainer

Freddy Law

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Understand what a service-oriented culture is and enhance the service mindset
• Identify difficult and challenging customers
• Grasp the effective customer service skills in service recovery

Course Outline

1. What is customer service?
   • Definition of service / The value of service  / Who are the customers
2. Is the customer always, right?
   • How to identify difficult or unreasonable customers 
   • When to stop servicing without offending customers 
3. What is good customer service?
   • Art to customer service  
   • Techniques to customer recovery   
4. How to achieve service first in your daily work?
   • Aligning service value to work  
   • Service is the way of life 
      

Who should Attend

All customer-facing professionals

Trainer

Neo Wei Woon

Schedule

Time:14:30 – 16:00

Key Takeaways

• Understand the importance of reporting, liaising, and discussing
• Confirm the current status of the Horenso and the analysis
• Learn reporting, liaison, and discussing skills

Course Outline

1. Learning reporting skills : On the way to promotion
   • Reporting is an obligation
   • Confirm the object, TPO, method of the report
   • A correct understanding of the task is a prerequisite for work: To confirm the task by asking a question


2. Learn communication skills : Gain the favor of others
   • How to confirm the contact object
   • Contact is not thorough, equal to no contact


3. Learn the techniques of discussion : Use the strength of the team
   • Understand the meaning of discussion
   • Different objects, different methods
   • Try your best before you find someone to discuss
   • Think of a good plan to find someone to discuss

Who should Attend

Welcome to All

Trainer

Cindy Yuan

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Grasp quick tips on Digital Marketing from professionals
• Understand search marketing trends and how to optimize performance
• Review current search marketing and web analytics strategies
• Explore search marketing tips and utilize the lessons learnt in business

Course Outline

• Introduction to Search Marketing
• Basic Understanding on Search Engines and User Behaviour
• Optimize your Website and Search Engine Results Pages 
• Effective Web Analytics and Evaluation

Who should Attend

All levels that are interested in improving their website search results on Google

Trainer

Fimmick

REMARK: Fimmick is a market leader and full-service digital marketing agency based in Hong Kong and Taiwan.

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Enhance your Customer Service Mindset and detail-mindedness
• Sharpen participants’ sense when it comes to serving clients
• Master the skills to communicate and influence customers

Course Outline

• Service Attitude & Service Quality
  • The moment of truth
  • Service steps in the journey


• Enhance Upselling Skills
  • How to understand customers’ concern
  • Four rules to improve customer loyalty
  • Ways to get a response
  • Customer satisfaction management and dissatisfaction analysis
  • Identify words and actions that irritate customers
  • The secret of body language

Who should Attend

Welcome to All

Trainer

Celina Chou

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Elevate the supervisory skills of store operation
• Understand how to motivate store operation team to achieve target
• Grasp the store supervisory skills of new generational force

Course Outline

• The organising and executing ability of service supervisors
• Enhance the motivation and productivity of the operation team
• The new leadership concept of store management facing the new generational force

Who should Attend

Customer Service Supervisors and Store Managers

Trainer

Celina Chou

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Understand the concept of effective time management
• Identify common time killers
• Review and Re-devise time and priority scheduling
• Grasp hands-on and practical techniques to boost your productivity

Course Outline

• What is Time: The nature of time and the concept of effective time management? 
• Time Killer: The habits and personality that wastes your time
• The Dimensions of Time & Priority Management: Eisenhower’s urgency-importance matrix 
• Productivity Booster: Strategies towards effective time management

Who should Attend

Welcome to All

Trainer

PERSOLKELLY CONSULTING Team

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Unlearn and relearn what is empathy
• Techniques to read the emotional minds of customers
• Techniques for on on-the-spot rapport building and connecting with customers

Course Outline

• Revisit empathy and debunk the myths and misunderstandings about empathy
• Understand the significance of empathetic communication in customer service
• How to read the emotional minds of customers
• 3 steps to empathetic communication and rapport building

Who should Attend

All customer-facing professionals

Trainer

Catti Lee

Schedule

Time:14:30 – 16:00

 

Key Takeaways

• Learn the communication modes in workplace
• Achieve effective communication
• Techniques for a better interpersonal relationship and competitive edge in workplace

Course Outline

• Know yourself & others: Understand other’s communication preference and offer what others want
• The secrets of Non-verbal language: Read their body language
• Effective Communication Skills: How to avoid gap in message delivery
• Communication on conflict resolution and empathy: The way to communicate amid conflicts
• How to regulate emotions: Self-management on emotions

Who should Attend

Welcome to All

Trainer

Mia Shih

Schedule

Time:14:30 – 16:00