Putting The WOW In Your Customer Service

What you will learn:

• Understand what experiential means

• Know the specifics of what your customers are looking for

• Realize how easy it is to make your customers happy

• Learn to create an unforgettable experience for the customers

• Unleash your personal awareness to give your customer that service WOW!

Program Outline:

AM SESSION

• Debunking Standards
• Examine what are our customer standards at work

Case Studies (Zappos, Lexus, Four Seasons)

• How to relate the learning from the case studies to the participants' individual work
• Uncovering Challenges: Analyze what goes on at work that 'takes away' from giving great customer experience

PM SESSION

• Case Study: Stockpot (Campbells Soup)
• Revisit Customer Experience Standards
• Tom Peters' 44 Secrets and Solution

BONUS!!!

We will work side by side with you to assess the specific needs of your organization. The following items will be conducted to ensure the continuous growth of your employees in developing SUPERB customer service skills:

• Alignment of training goals with company leaders
• Examine existing operations for benchmark
• Ownership by senior management and direct managers of support roles
• Management and Supervisor support program

About your speaker:

Mr. Merril Yu is an international hotelier having learned and honed his craft with the world's leading hotel brands such as: Four Seasons Hotels & Resorts, The Peninsula Group, MGM Mirage to name a few. Over 21 years leadership roles including VP Hotels, Executive Director, General Manager and Resident Manager in San Francisco, Auckland, Jakarta, Hong Kong, Shanghai, Kota Kinabalu, Las Vegas, Xiamen and Manila. From 2004 to 2007, developed, opened and managed China's biggest hotel, Xianglu GRAND Xiamen with 1,525 guestrooms.

In 2007, led the SM Groups entry into hotels as Senior Vice President, SM Investment Corporation's Hotel Investment Group; followed as President, SM Hotels and in 2009, Executive Vice President of  SM Hotels & Entertainment as it joined its siblings to become  the 5th core business of the country's largest conglomerate joining SM Malls, SM Land, SM Retail and Banking.

A member of Mckinsey Quarterly's Executive Panel, advisor to Bloomberg Businessweek Market Advisory Board, popular keynote speaker for companies such as Globe Telecom,  Business World and Lasalle College of St. Benilde.

A graduate of Choate, Duke University and AIM's Executive Program in Advanced Marketing Management.

Rave Reviews:

"Merril gives a very personal touch to his workshop by going/talking to different groups and giving his inputs. He made sure everyone understood the concepts very well -  that's customer service at its best. He simply made himself a walking testimony of the principles he preaches."

-- Chiw Bailoan , President & CEO (Baicapture, Inc.)

"...He's the most credible speaker. He's the best person to learn from about customer service!!!"

-- Rommel Arcilla, Team Head (PLDT) 

"Mr. Merril Yu is absolutely excellent! Hoping he can visit Boracay & conduct this kind of training/seminar there."

-- Donald Manikan, Front Office Supervisor, (Playa Asya Resort, Inc.) 

"Your reputation during your years with Four Seasons was one of the highest level and all to whom we spoke have the greatest respect and regard for your abilities, integrity and relationship with employees and colleagues."

 -- Wolf Hengst, President (Four Seasons Hotels & Resorts)


"... many strengths such as focus and persuasion.  You have many characteristics  of successful Ritz Carlton Rooms Executives and General Managers." 

-- Pat Mene, VP Quality (Ritz Carlton Hotels)


" Merril enjoyed a successful career with Four Seasons Regent Hotels.  ...In all instances,   Merril consistently demonstrated a unique spirit, sense of pride and diligent work ethic."

 -- Duffy Keys, Vice President (Four Seasons Regent Hotels and Resorts)