Sun Tzu Art of War for Service

Apply 2,500-year old classic to upgrade and transform your service in this AI era Sun Tzu was a 500 BCE Chinese general, military strategist, and author of The Art of War, an immensely influential ancient Chinese book on military strategy. Many great leaders like Margaret Thatcher and Ronald Reagan studied his work and became legendary leaders. Many corporate leaders paid thousands of dollars to attend courses to learn Sun Tzu secrets. We believe that you too can learn master Sun Tzu secrets and apply them to your work easily. How does this military classic apply to your CUSTOMER SERVICE? 1. To 'win without fighting’ in customer service is to serve your customers wholeheartedly and yet you never feel that you are serving at all. This is because you have made 'service to others’ as your highest purpose. Because of this, your every little action of is about putting customers first, and such attitude in turn wins more referrals and repeat business and makes all customers loyal 2. Many of Sun Tzu’s concepts, notably, ‘Know Yourself Know Others’, 'Always leverage on local resources’ and 'Take the entire nation intact’ are often applied in everyday service. In this one-day high impact course, we put this complex 5,900-words ancient Chinese military classic in simple and modern way. Filled with stories, entertaining video clips, exercises, group discussions and role play, this course will leave you with many memories of valuable lessons for years to come. Whether you are now serving customers front-line or looking after customers on the phone and on the web, come for this course if you too want to get ahead of your peers.ObjectiveTo equip the team of customer service personnel with the strategies and tactics to upgrade their service standards so as to serve from the heart and create raving fans At the end of this One-day course "Sun Tzu Service Power", participants will achieve the following outcomes: • Know what is the "Art of War" as written by Sun Tzu and its secrets • Identify the 5 Elements of the Art of War and how does it apply to their work; • Understand the importance of 'Service To Others as the Highest Purpose’ in fulfilling the Dao of Sun Tzu • Know how to 'Know Yourself Know Others’ and apply it to serving your customers • Identify the various types of difficult customers and how to handle them using Sun Tzu tactics • Know how to apply key stratagems from "The 36 Stratagems" to their daily work • Learn how to perform Service Recovery from using Sun Tzu 4 Stage Strategy • Be motivated and inspired by Sun Tzu’s teachings to take action to become a better service provider Outline • Sun Tzu Art of War simplified and clarified and its relation to The 36 Stratagems • How to serve customers from our hearts with Sun Tzu's strategy of 'Win the Entire Nation' • Creating Trust and Rapport with Customers with Sun Tzu's 'Know Yourself Know Others' strategy • Letting customers understand regulatory requirements with Sun Tzu's 'Terrain' strategy • Know why customers are difficult and how to serve them using Sun Tzu '4-Stage Strategy' method and 'Fire' strategy • Performing Service Recovery with The 36 Stratagems • Creating 'No Ordinary Moments' service with Sun Tzu's Five Elements of Mission, Climate, Ground, Leadership and Methods • Sun Tzu 6 Strategies to serve customers efficiently and effectively • • Exercise on how to cut a piece of wood with paper • Top 10 Ways to serve customers from the heart using Sun Tzu 6 Strategies Who should attend Anyone who has to deal with either internal or external customers. Methodology • Entertaining talks and stories • Participants' activities of role play, group discussions and presentations • Watching of entertaining short video clips • Physical exercises including 'Try Your Best', 'Cut chopstick' and 'Know Your Friend' Testimonials AndyTheCoach has use Sun Tzu Art of War and 36 Stratagems to apply in customer service. I like the part on Besiege Wei to Save Zhao and Kill with a Borrowed Knife Andrew Tan, CFO, Visa International Pte Ltd Very inspirational. I enjoyed the movie clips with the right messages driven. Thanks AndyTheCoach at www.asiatrainers.com Eileen Quek, Operations Manager, Knight Frank Estate Management Today's training by AndyTheCoach on Sun Tzu Art of War on customer service lets me know what I do not know, especially the part on knowing people. I like the use of the 5 elements, especially the use of positioning Dr Sangeeta Biswas, Managing Director, Ayu Herba Pte Ltd Andy Ng has given us good ideas on customer service using very practical ideas passed from 2,500 years - Sun Zi Art of War and 36 Stratagems. I enjoyed every minute of his course. Personal Attendant - Learnt a lot from the course, our own mindset must changed - Activities is fun - Trainer is enjoying, knowledgeable and explains well ( Singapore Polytechnic) - Very relevant to my work - Achieve its objective - Very well versed especially in Chinese traditions and cultures ( Singapore Police Force) - Victory is the only option when assigned a project - Engaging Examples provided to illustrate key and concepts conveyed ( SkillsFuture Singapore) Andy Ng's Profile Andy Ng has 40 years of experience. Armed with a degree in Accountancy (Hons) from National University of Singapore, he has an MBA from Heriot Watt University, UK in year 2000. Before embarking on his business in Speaking, Training and Coaching, Andy was the Director of Finance, HR & Admin of the No. 5 network equipment company: Allied Telesis. Andy also has vast experience in KPMG, Deloitte, DBS Vickers and Chase Manhattan Bank. Since 1996, the number of students taught by Andy exceeds 13,468 in 16 countries. They include SingTel, SingPower, BDO, SATS, Capitaland, NTU, ITE, PA, WDA, SUTD, LHN, SGH, and over 500 organizations. Andy, being bilingual, has created over 68 proprietary programs. They include Leading with Love Intelligence, Sun Tzu Art of War, 36 Stratagems, Management, Leadership, Financial Intelligence, Great Boss, High Value Employee, Entrepreneurship, Sales and Effective Communication. Andy was President of Lions Club of Singapore Beverly Hills. Since 2007, a Committee member of Association of Professional Trainers Singapore.