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Scott Friedman Brochure
Scott Friedman Brochure
LIVE ! n in perso
by ...Touching Hearts, Minds and Funny Bones!
I'm excited for my first trip to Pakistan. I'm ready to celebrate all that is good and focus on delighting customers and employees. Get ready to laugh, play and celebrate. Happily Ever Laughter.
An internationally recognized professional and the perfect resource for those looking to connect with their customers and employees, whoever that may be. SCOTT brings a fresh global perspective about the changing worlds of customer engagement, employee engagement, branded customer services, AND humor as a tool while opening your minds to new ideas.
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Message
Overview
Pakistan is at a difficult time in its history creating feelings of despair. From threats of radicalization and natural disasters to the electricity crisis, employees are experiencing tremendous levels of stress. By changing the culture of your organization and focusing on building your greatest asset, your people, you will soon notice a dramatic shift in morale and productivity. Through the power of humor, creativity and celebration, you will find happier employees creating happier customers. This seminar, organized by Terrabiz, recognizes the need for such a revolutionary approach in bringing positive change to Pakistan and its people. I am excited to invite the worlds renowned and talented Motivational Humorist, Scott Friedman, to help us laugh and celebrate our way to a more engaged workplace and connected customers.
Hamza W. Hashmi
CEO, Terrabiz
Customer expectations have dramatically changed over the years. Today, satisfying the needs of your customers by providing fast, efficient service is no longer enough. You must move beyond customer satisfaction and engage your customer in a memorable experience that is consistent with your brand promise. It starts with creating a culture of innovation where employees are empowered to take risks and make decisions as if they owned the company. This culture honors and celebrates employees creating a true feeling of connection. Good leaders know that if you grow your employees, your employees will grow the company. This entertaining and insightful program is full of tools and techniques that will help you engage both your employees and customers in a memorable experience. Through humor, creativity and celebration you will develop a brand that people want to be associated with both internally and externally. During this program you will see that he or she who laughs and celebrates, connects!
Program Objectives
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1. Create an engaging culture that motivates employees to deliver on the brand promise 2. Develop happy employees which is key to creating happy customers 3. Develop a service mentality that makes it easier to deliver on the brand promise 4. Establish immediate rapport in a global market 5. Service Recovery - surefire ways to turn the "Agitated" into "Allies" 6. Develop your unique sense of humor in building better relationships 7. Developing a competitive advantage through brand differentiation 8. Move from customer satisfaction to customer experience 9. Adding the element of celebration to your workplace 10. Use humor to make work and life more fun.
Any manager, supervisor or leader who wants to improve employee & customer service, experience and strategy. This is one of Scotts most popular and best-rated programmes. It is perfectly suited for anyone who wants to win clients and customers and establish successful relationships in business. If you would like to see how you could use humour for a change and connect better with your customers and employees, you wouldnt want to miss this spectacular and entertaining seminar with Scott.
Course Outline
DEVELOP AN EXTRAORDINARY SERVICE MENTALITY - Identify and create your employees and customers Perfect World. - Be there to 'lift up' not 'let down' - Share success stories - Don't just hear, listen - Manage your "Moments of Truth" - AUR approach to unhappy customers - Acknowledge, Understand Resolve BECOME A GREAT STORYTELLER - 'Half the words' exercise - Use the Pause to frame your message - Play "what if" - Start a Humor Diary DELIVER THE CUSTOMERS UCE - (ULTIMATE CUSTOMER EXPERIENCE) - Look through the eyes of the customer - Creating relevance for the customer of today and the future - Under-promise & over-deliver - Employees are Experts - Always be Innovating POWER OF HUMOR IN EMPLOYEE AND CUSTOMER ENGAGEMENT - GPS - Go Play Some - "One Minute Humor Break" - Add humor rituals to the workplace - Self-Accepting humor - Planned Spontaneity - Humor as Aikido CREATE AN EMPOWERED CULTURE - Rewards and Recognition - A clear sense of mission and values - A comfortable environment where employees are respected - Share mistakes and lessons - Connecting employees to something larger than themselves - The Power of storytelling in building the internal and external brand - Challenging employees to keep the brand relevant and sustainable - The value of Corporate Social Responsibility
For onsite customized programs by Scott Friedman Please contact Tanvir Hussain tanvir.hussain@terrabizgroup.com Cell: +92 321 2322 486 Phone: +92 21 3455 8539
Registration details: Seminar Fees: Rs. 17,500/Group Registration: 5 or more Rs. 14,500/- (per participant) 10 or more Rs. 13,500/- (per participant) 20 or more Rs. 12,500/- (per participant)
For registration contact Qazi Waqas Ahmed | Asim Rajput +92 345 3037 045 | +92 321 8980 681 Tel.: +92 21 3455 0431 & 3455 0319 Fax: +92 21 3455 7264 register@terrabizgroup.com
Kindly make your cheque in favore of Terrabiz and send it to the following address: Suite # 403, 72-S/2, Shahwar Trade Centre Above Standard Chartered Bank, Allama Iqbal Road, P.E.C.H.S., Block 2, Karachi, Pakistan. Tel.: +92 21 3455 0431 & 3455 0319
www.terrabizgroup.com