Service Excellence
We live and work in a service economy. The service excellence course helps enhance your management and leadership role in the new economy. Service excellence examines strategy, operations, marketing, technology and human resource management, all key elements in designing and delivering superior experiences to customers.
8 Moments of Power
About this course
The aim of this course is to demonstrate how to win and keep customers through relatively unknown human behaviours and business principles. These eight 'moments of power' - when used appropriately will enable you to build more successful relationships with your customers, assist in delivering world-class service and sell more effectively.
Objectives
- to more completely understand how human behaviour can lead to business success
- appreciate the importance of ethically executing these moments of power
- the importance of not clumsily wasting these opportunities
- to understand not only what the eight moments of power are but also an appreciation of the 'moments' that make them powerful
- to be aware that it is the practice of executing these moments of power that is the key to success - not just knowing them
Who should attend
- Project Managers
- Business Analysts
- Salespeople
- Team Leaders
- Managers of service staff
- Executives
- Small/medium-business owners
Registration
Seating is limited so register today!
Fees and cancellations
Course tuition for the 8 Moments of Power course includes:
- lunch and refreshments
- course materials
Victoria: $1895 plus GST
EARLY BIRD PRICING of $1500 available until May 1st, 2013
Cancellations
A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.
Dates and location
May 23 & 24, 2013
9:00 am – 4:30 pm each day
Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3
Canada
Faculty
Dr. Mark Colgateis an expert in service excellence. Mark has recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. Mark has taught the 8 Moments of Power in New Zealand, Australia, Ireland and China where he is a regular professor at the China European Business School in Shanghai - the leading business school in China. He has also consulted for many companies such as TELUS, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC government Public Service Agency and Toyota Financial Services.
Testimonials
"Great session, Mark is very engaging. 8 moments of Power is great for both professional & personal goals & opportunities to be obtained."
-Kim Francis
Manager of Sales & Clinical Services
Angel Accessibility Solutions
"Loved this course, thank you! 8 Moments of Power can be applied to personal, career, staffing & business. I highly recommend this course."
-Michele Breuer
Owner/Manager
Victoria Executive Centre
"Mark provides a fast paced straight forward discussion of the subject matter. It's very condensing. He provides great examples that are humorous & memorable."
-Barry Chivers
Accounting Manager
Victoria Shipyards Co. Ltd.
"Amazing! This course would work for any employee and any position from janitor, secretary right up to executives!"
-Pamela Nielsen
Director, Administration & Faculty Human Resources
University of Victoria
8 Moments of Power
Moment of Power # 1: Power of Expertise
Power of Power # 1 - Expertise - we rely on people who appear to be an expert as they tend to have superior knowledge and wisdom on what we should do next.
- It starts by reactive expertise (confidence, look, titles, knowledge etc.)
- It is more effective by proactive expertise (educating the customer, anticipating customer needs etc.)
Moment of Power # 2: Power of Liking
Moment of Power #2: Liking – we want to do business with those companies that demonstrate they like us.
- It starts by being reliable, being responsive and building relationships through great conversations, praise and cooperation/win-win
- It is more effective by liking the one you are with, using the customer's name and discovering similarities
Moment of Power # 3: Power of (not) Losing
Moment of Power #3: (not) Losing – we get anxious when things that we want (or think we want) appear to diminishing or have disappeared. People always want more of what they can have less of.
- It starts by information suggesting that something is rare, dwindling in availability or the loss attached to something
- It is more effective by loss or loss framing, unique benefits, limited time, competition and exclusive information
Moment of Power # 4: Power of a Promise
Moment of Power #4: power of a promise – once people make a choice/take a stand, they will encounter personal and interpersonal resistance to behave consistently with what they have previously said or done. Commitments often grow their own legs
- It starts by prior choices, progress towards a goal, and taking a stand
- It is more effective by commitments that are active, public, and voluntary
Moment of Power # 5: Power of Context
Moment of Power #5: Power of Context – human behavior is sensitive to and strongly influenced by its environment and other conditions that helps (or hinders) people understand the situation they are in. We are interested in how we can shape the context for the customer.
- It starts by lack of control
- It is more effective by the environment, choice and contrast
Moment of Power # 6: Power of Going First
Moment of Power #6: Going first – people are obliged to give back to others (and even strangers) who have given to them FIRST.
- It starts by gifts and concessions (rejection-retreat principle)
- It is more effective when gifts are significant, personalised and unexpected
Moment of Power # 7: Power of the Crowd
Moment of Power #7: Power of the Crowd – we decide what's appropriate in situations by examining what others are doing.
- It starts by evidence of what others are thinking, feeling or doing
- It is more effective by many others, similar others and uncertainty
Moment of Power # 8: Power of Problem Solving
Moment of Power #8: Problem Solving – customers may be even more loyal after you have solved their problem than before. This is called the service recovery paradox.
- It starts by encouraging and listening to negative customer feedback
- It is more effective by using the right process, right interaction and right outcome in solving the problem to create a sense of fairness
