Training: Building Trust and Improving Customer Service Relationships
DATE: May 12,2020 | June 02,2020 | July 07,2020 | August 25,2020 | September 22,2020 | October 13,2020 | November 10,2020 | December 21,2020
DURATION: 9 am ( 2-3 hours)
SPEAKER: Ms. Mary Grace B. Marzan, MCA,ME,CHRP,CLSSYB
Ms. Mary Grace B. Marzan, MCA, ME, CHRP, CLSSYB
Mary Grace B. Marzan is the founder and Chief Operations Officer of Ilearn International Institute, a human resource development provider capable of creating client oriented training programs that are informative, practical, and enjoyable with the use of up-to-date modules, emerging technologies, and best practices. As a trainer and founder of iLearn she was able to provide training and consulting programs for clients such as EEI Corporation, Delfi Marketing Inc, Shell Petroleum Pilipinas, Puregold, Dole Asia, LBC Express, Unilever and participates in the contribution to provide better service for Filipino people by serving government clients such as GSIS, Pag-IBIG Fund, DOH, PNOC, OTC and PDEA among others. She has a valuable combination of being a resource speaker, a successful practitioner, an educator, and a consultant for Logistics, Supply Chain, Purchasing and Procurement, International Shipping & Brokerage, General Management, Assets and Property management. She recently acquired a Certification on Human Resource Management from the International Federation of Professional Managers (IFPM) which is a globally recognized designation for HR Professionals.
An active and proud member of the Philippine Association of Professional Speakers who aim to commit to upholding the holistic development of professional speakers in the country by continuously developing core competencies: Eloquence, Expertise, Enterprise, Ethics, and Extension. As a learning advocate and having an entrepreneur mindset, she believes that through Continuous Professional Learning she helps build the Nation One Employee One Company at A Time.
To make good on Service Excellence promise, the commitment must be made by each employee to serve both internal and external customers well. All employees must develop a deeper appreciation of working together as reliable “brand champions” and deviate from being unintentional “brand assassins.” This will not only benefit them, but also the company and the industry in general.
This seminar intends to:
- Provide a deeper understanding on the value of positive internal relationships and communication to delivering excellent service
- Promote a shared sense of ownership among all employees on the importance of serving both internal and external customers to the best of their ability
- Challenge the participants’ current thinking and behavior by analyzing the effects of weak internal relationships and develop ways on how to improve on them
- Inspire the participants to serve with a deeper commitment to their team, their company and the industry as a whole.
Module 1: The Need for Excellent Customer Service
Module 2: External and Internal Brand Equity Explored
Module 3: The Eight types of Team Culture
Module 4: Viewing your Company as a System
Module 5: The Problem: Poor Employee Relations = Poor Customer Service
Module 6: How to Control Damaging Service Attitudes
Module 7: Managing Internal Service Relationships
Module 8: The Nature of Conflicts
Module 9: Types of Workplace Conflicts
Module 10: Conflict Triggers
Module 11: Conflict Resolution Strategies
Module 12: Enhancing the Commitment to Internal Service Excellence
Recap and Synthesis
To serve you better we have updated our payment procedures/method so you can all enroll and learn more from our offered courses.
Account Name: iLearn Professional Solutions Inc.
Account No. 7330059789
Mary Grace Marzan
0933 869 7917
Regular Learning Investment is Php.
Lockdown Discounted Rate is Php 299.99
Inclusions: e-Masterclass Certificate, E-Handouts/E-book, Exercises for Application, Coaching Session with Speaker, Access to other learners
For payments made up to April 30, 2020, only masterclass session will start May 5, 2020
- Discounted Learning Investment is Inclusive of eCertificate, e-Handouts and a BONUS Free 1-hour Coaching Session with Speaker (subject availability/or as scheduled).
- Proof of payment must be submitted and forwarded via email at firstname.lastname@example.org or email@example.com.
- Access to the webinar session will be forwarded to you via your registered email upon payment submission.
Official Receipt will be forwarded upon request.
IMPORTANT: All training payments are NON Refundable but transferrable to other training. iLearn reserves the right to cancel programs which do not meet the required minimum number of participants; in which case, either the programs may be merged or be transferred to a different location and the program with a lower number of participants will be canceled. Due notice of cancellation /merger of programs will be given to those who have already paid and registered via email or call. In this regard, please ensure to indicate your contact numbers, email address for proper notification.
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“Let’s work together on Building the Nation Through Continuous Professional Learning”