| 1 Day Master Class The Starbucks Experience
1 Day Master Class The Ritz Carlton New Gold Standard
(Author of Starbucks Experience, The Gold Standard & When Fish Fly)
This masterclass has been researched with and designed for Directors, Managers, Senior Vice Presidents, Vice Presidents, Specialists, Officers, Leaders and Consultants of:
* Customer Service
* Marketing & Sales
* General Management
* Corporate Communications
* Human Resources
* Employee Relations
* Strategic Planning
* Corporate & Brand Identity
* Brand Development
* Brand Management
* Internal & External Marketing
* Business Development
* Public Relations
* Integrated Marketing
* Communications
* Training & Development
And all those interested in creating brand ambassadors within their organization.
International Renowned Master Trainer
Joseph A. Michelli is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, UCLA Health System, and USMC. His book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, achieved bestseller status on the Wall Street Journal, BusinessWeek, and USA Today lists. He has been featured on television programs such as "The Glenn Beck Show" and CNBC's "On the Money" and has conducted hundreds of radio and print interviews. He is also the author of The New Gold Standard and When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.
What the Program will cover
You'll learn how you can take ANY product or service and build it into an extraordinary experience for customers.
Discover how to maintain team cohesion while encouraging expression of the unique gifts and talents of all team members.
Gain sure-fire approaches that encourage employees to operate as "owners" as opposed to functioning as "renters" or "squatters."
Explore the role experience design plays in creating customer loyalty, increased customer visits and enhanced customer spending. Learn techniques such as the Starbucks service approach of "connect, discover, respond", and The Ritz-Carlton Hotel Company's "three steps of service" designed to fulfill even unexpressed needs.
Learn how to create a playful energetic workplace culture rich with surprise and delight elements, a passion for operational excellence, and passionately loyal customers.
Get more from your staff by connecting them to a purpose beyond the walls of your business.
Registrations are processed on a first-come, first-served basis.
Date 23 March 2010 - The Starbucks Experience
24 March 2010 - The Ritz Carlton New Gold Standard
Venue Hotel Concorde
Time 10am - 6pm
Fee SGD 650 Nett for 1 Day Program
SGD 1000 NETT for 2 Day Program
Enquiries Tel: 6842 7212 or Email: info@peopletrends.biz
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