2011年4月23日 星期六

Satisfaction (KPI Improvement) Workshop

task force -- action plan :align everyone with same understanding

I'll come back to you next Monday
--> expect solution on next Monday
--> (x) not request for more info from customer on next Monday

Proactive
Responsive
Reliability (commitment)
Constant (same understanding)

issue management - fix issue -- quick
problem management - solve problem -- take time to do it

We know this is very difficult, but if you really want it, we can give you the alternatives.

Show professional:
1. language (simple)
2. tone (right)
3. gesture (eye contact)
4. appearance (first impression is last impression)

CAPA correction action, prevention action

Teamwork Excellent
1. trust
2. confident
3. forgiveness
4. commuication techniques
5. verbal techniques
6. understand each others roles and responsibilities
7. support each other

response with content
keep to promise
professionalism - attitude

what kind of support you need from management team/HR training

innovative - can you do something differently
suvery feedback areas: communication, IT system, working model

HEAR : it right
Highlight the key words
Explain in your own words
Accentuate attentive behaviors -eye contact
Review understanding

3-S review start with any of the following statements
1. let me summarize
based on what I've heard, I understand that you want....
based on what you've shared with me, you would like to ...
2. summarize all that the other person has said with 1 statement
3. seek for agreement by asking the questions "Am I right ?"
"Is that right ?"

Ask it right
Ask for permission : assure the other person that the objective is to find the solution
state the request to claify
Select the right questions
Keep an open mind

Select the right question
Broad question -- why do you feel that way
Focus question -- when did you send in the request
Probing question -- can you share with me more details

Keep an open mind

Guideline on posititive verbal communication
WATCH
warmth
appeal : may i suggest ..., would you able to... Is it right with you..
Task the last time -- remove the word "you"
(x) you have to wait until next week for the change request to be done
(o) report will be done by next week
Count on me -- I'll check it our for you. Sure, I 'll do that for you
Hit word -- I'am sorry that you, ... please..
Avoid the "word" problem
(x) what's your problem --> please tell me what happened
(x) your problem is really serious --> the situaton is very unique


Confident --> Value --> Visibility
Creativity + Consistent + Reliability + Responsive + Proactive

Behavior = Professionalism

Hope is not a strategy
Mindset --> Open mind --> Talk --> Trust
<< OCT review>>
<< demand management>>
<< presentation skill>>
relationship management

List lut 10 points "how" ,"action", "execution"
1. Promise : HT
2. Quality: JL, FP
3. Automation: KT, WC
4. Growth/Achievement --> [recognization] : TW, SY, MP, AH
(motivation, create recognization, encourage others)
5. Solution --> Innovative :
6. Responsive: SJ, JT
7. Professionalism: JL, BL
8. Prevention: MC


What is satisfaction ?
Must know where our customers are ?
very good
good
poor
very poor

2011年4月10日 星期日

民宿





民宿

七號公路





七號公路

鹿港






鹿港-- 米苔木粉棵愛玉冰

九份金瓜石











九份-- Once gold diggers dreamed place has transformed into a hot sighting spot after the debut of famous movie "The City of Sadness" in 1989.

金瓜石-- Famous god mine.

2011年4月9日 星期六

花博夢想館









花博夢想館 --

杉林溪 SunLinkSea










杉林溪 -- Sun-like-Sea Scenery

松瀧岩瀑布 --Song-long Rock Waterfall -- 松瀧岩瀑布的奇特在於瀑布本身為三階式地貌且水勢驚人,瀑布底下有一寬68公尺、深      25公尺、高30公尺的巖洞
天地眼--Tien-Ti- Eye巨大峭壁經長年風雨侵蝕,渾然天成雙半圓洞,鑲在山腰峭壁,寬各8公尺半,深6公尺      ,兩洞如眼,中間自成一鼻樑
牡丹 --Peony Flower--海拔1600公尺的杉林溪正是葉牡丹生長的絕佳環境,遇到低溫葉片才會變為紫色、黃色等。

Flower of riches and honour