Emerging Leaders

COURSE OUTLINESession 1: From Service Operating Procedures to Customer Experience Mastery  Understand the three core factors for creating customer experience  Know how to use Jungian archetypes to analyze the positioning, strength and constrains of your current service  Learn the relationship between Maslow Hierarchy of Needs and four levels of impactful experience  Realize the concept, framework and applications of 4C Service ModelSession 2: From “Feel Fine” to “Feel Good” Customer Experience  Know the importance of customer’s five senses management for creating positive impression  Understand how to align with customer’s communication styles for building rapport  Realize the effective ways to identify customer’s decision making patterns for establishing mutual trustSession 3: From “Feel Good” to “Feel Great” Customer Experience  Recognize the relationship between personal traits, life events and perception of experience  Know the five major elements of total-customer- experience and their individually function and synergetic effect  Learn how to create the impactful customer experience though customized pre-experience and post- experienceSession 4: From “Feel Great” to “Feel WOW” Customer Experience  Understand the concept of Peak-End Rule and how it help us to create wonderful experience for customers  Know the major elements and procedures for creating customer’s pleasant surprise  Realize how to design a happy and memorable touch point at the end of customer journeyCERTIFICATION (Attendance: 100%) Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited. GENERAL INFORMATION Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBC Medium: Cantonese supplemented with English materials * Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

This interactive program equips frontline staff and new supervisors with the essential skills to consistently deliver exceptional guest experiences. Participants will explore the complete guest journey, from pre-arrival to post-stay, and learn how to anticipate needs, personalize interactions, and exceed expectations at every touchpoint. The course covers professional communication, proactive service techniques, and the direct impact of service quality on guest loyalty and revenue. Through practical role‑play and real‑world scenarios, attendees will gain the confidence to handle diverse guest profiles with warmth and professionalism.Contents:● The Hospitality Mindset    o    The service-profit chain: how guest satisfaction drives revenue, reviews, and repeat stays    o    Understanding hotel brand standards and service culture    o    Personal presentation standards: grooming, uniform, and professional appearance● The Guest Journey    o    Mapping the five stages: pre-arrival, arrival, in-stay, departure, and post-stay    o    Identifying service standards and key touchpoints at each stage    o    Recognizing different guest profiles and their unique expectations● Proactive Service & First Impressions   o    The power of first impressions: verbal and non-verbal communication   o    Active listening and empathy in guest interactions   o    Anticipating guest needs before they are expressed   o    Upselling and cross-selling techniques that feel natural and value-driven●    Action Planning & Wrap-up

Over the last few years research has been increasingly interested in the impact of a leader’s preference for “speed” versus a “slow and steady” mode of operation. Research data discover that there’s a strong tendency for those with a “fast pace” to also have a strong preference toward “quantity” rather than “quality” of work (HBR).  However, for most highly effective leaders, neither making mistakes nor slowing down is an option. It’s clear that overall, organizational processes, communications, and human interactions in the world are speeding up and becoming more “agile” in the digital age.This workshop provides a framework by which participants can optimize their workplace performance through improvement in Agility and Speed. It explores Speed Leadership on two levels: on individual and team (or project) level.  During the workshop, Agile and DECA speed leadership model will be introduced and applied to enable participants following a structured approach as they apply the concepts and techniques back at their workplace.COURSE OUTLINESession 1 - The need for Agile and Speed Leadership•    What is Agile & Speed Leadership•    Current trends in Workplace & IndustrySession 2 - What speed leaders can do to increase speed?•    Model your speed•    Accelerate your meeting•    Speed up your workday and projectSession 3 - The speed leadership techniques: DECA and its application•    D – delegate routine activities•    E - eliminate non-values added•    C - contract work to other parties•    A - automate labour intensive and repetitive taskSession 4 - Experimentation and Application•    Examine simulated speed leadership exercise•    Develop workplace application - short term improvement plan•    Formulate long term improvement planPROFESSIONAL TRAINERPaul Ma - Associate Trainer from SGS Hong Kong LimitedPaul has over 20 years of managerial experience in HR, learning and development. His areas of expertise include customer service system, brand culture building, operation efficiency system and managerial development scheme. He has been serving as the Chairman of Service & Courtesy Award of Hong Kong Retail Management Association (HKRMA) from 2001, 2002, 2008 to 2017. He was also the authorised trainer of HKRMA from 2013 to 2016 on the topics of Total Customer Service Experience in retailing, Service Re-engineering & Customer Journey Management.(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)CERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONVenue: TBCMedium: Cantonese*Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking**2 or more enrolment in same organization is more effective and enjoy special discount