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Testimonials:

"We can never settle for anything less at Enchanted Kingdom when it
comes to customer service training.

The SERVEBEST Program unleashed the "personal best" in our cast!"
Lolit Torres, AVP for Human Resources
ENCHANTED KINGDOM



"As a salesperson, I've always wanted learning which can bring out the
best in me and realize my fullest potential as a human being. This seminar is an
answered prayer!"
Allen Aballe, VP for Sales, DC Group of Companies,
Most Outstanding Salesman in Mindanao 2001



"The SERVEBEST Program will make you treat your customer with a heart!"
Cla Matias, Training Manager, CITIBANK

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SERVEBEST
"Satisfaction in the eyes of a customer"

A CUSTOMER SERVICE WORKSHOP

Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: Astoria Plaza, Ortigas, Pasig City



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WORKSHOP OVERVIEW:

The program provides practical strategies and techniques resulting in to
excellent customer satisfaction. This workshop experience provides extremely
useful approaches to help ensure that products and services are produced.



Participants will learn the true meaning of exceptional service, how to
project a customer-friendly image, how to handle demanding customers leading to
both productivity and profitability.




Statistics show that consumers tell 9 - 12 people when they receive good
customer service, yet they tell 20 people when they receive poor customer
service. Amazingly, consumers will spend up to 10% more for a product or service
if they will receive better quality and service. These statistics demonstrate
the value of providing exceptional customer service... all the time!!


To benefit from the advantages SERVEBEST! can provide, employees need to
internalize service from within!



WORKSHOP OBJECTIVES:

Internalize "WOW" service as a "WAY" of life!
a.. Gain confidence in handling internal and external customer
requirements
b.. Ensure excellent delivery of products/services
c.. Develop appropriate and systematic procedures in handling customer
complaints particularly in after sales service
d.. Develop a personal action plan to acquire customer service skills

TARGET PARTICIPANTS:
a.. FRONTLINE MANAGERS
b.. FRONTLINE PERSONNEL
c.. CUSTOMER RELATIONS OFFICER
d.. CUSTOMER SERVICE SUPERVISOR
e.. CARING LEADERS
f.. HARDCORE TRAINERS
g.. SERVICE ORIENTED INDIVIDUALS



COURSE OUTLINE (DAY ONE) March 27, 2008:

Module 1 - Understanding the Customer and Customer Service

Who is a customer and how do I treat him right? How can I transform my
service from GOOD TO GREAT?
What is the impact of excellent customer service to financial gain?

Module 2 - Emotional Intelligence: Key to a Stable Personality
Self mastery leads to a peaceful way of life, even in times of great
and unexpected conflict.
Learn how people use this to achieve infinite possibilities in dealing
with difficult personalities.
Module 3 - Appreciating uniqueness and diversity of people
Knowledge goes a long way toward the delivery of exceptional customer
service. The behavioral matrix of people ensures a great deal of acceptance on
people's differences.
Module 4 - Projecting a charming personality
In people relationships, sometimes it's not what you say but how you
come across visually and linguistically.
Captivate complainers through your stable, powerful but safe presence.
Module 5 - Practical Ways to Keep a Customer Delighted
Learn and internalize four easy-to-follow but not rigid steps in
resolving an issue with an irate customer.
Discover how this very conversational formula can lead you to a
stress-free conflict
Module 6 - Stress Management: Key to a Balanced Service Personality
Manage your stress well and discover a "spa-like, wellness-inspired"
day-to-day operation. Master the secret of gaining more power despite toxic and
mind-boggling service scenarios.


COURSE OUTLINE (DAY TWO) March 28, 2008:

Module 1 - Dealing with Complainers

Strategize interaction with angry customers in an instant by quickly
assessing
what kind of complainer your dealing with.

Module 2 - Powerful Listening
Communication plays a vital role in easing out the situation.
Be on top by keeping quiet and globally understand the space of your
complainer.
Module 3 - Tools of the Trade: Voicemail, Email, Memos
Multi-media application supports the confidence of your customer.
The best customer is a well informed customer.
Module 4 - The Service Vocabulary
Neutralize the "atmosphere" using calming words and statements sending
an unspoken dialogue like "everything will be ok" and "I am in control of the
situation".
Module 5 - The Service Laboratory
Develop and customize systematic procedures and standards in handling
complaints
especially in the areas of warranty administration and after sales
service
Module 6 - Coaching as an Effective Tool to Sustain Excellent Customer
Service
Maximize full potentials of world-class customer service by empowering
your team
to being "ambassadors of service".


WORKSHOP METHODOLOGY:

| DYNAMIC LEARNING! | VALUES INTEGRATED | EQ CENTERED | LEARNER FOCUSED!
|

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THE LEAD FACILITATOR:

SAMUEL MENDOZA JR.

Dynamic Trainer * Powerful Coach * Practical Consultant



He is a pioneering leader in coaching and training having co-founded
the International Coach Federation (ICF) - Philippines Chapter, a highly
respected and recognized mother organization of the coaching community
worldwide.


His mastery of high impact training techniques specifically team
facilitation led to revolutionizing "entertrainment" approach to learning.



As a passionate corporate and life coach, he acquired his expertise
from
the top three coaching organizations in the world namely: Corporate
Coach University (Australia), Coach Training Institute (USA) and Top Human
Technology (Scholarship Grantee, China). As a dynamic international training
facilitator, he hyperactively sharpened handling cross-cultural, diversified
and multi-level groups coming from top companies like San Miguel Corporation,
Nestle, ABS-CBN, The Filipino Channel, Philamlife, Sunlife, Philips, Monde
Nissin, Citibank, Central Bank, PLDT and Enchanted Kingdom.



WE CUSTOMIZE DESIGN OF TRAINING PROGRAMS FOR EXCLUSIVE RUNS.


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Reserve NOW and SAVE P2,500 (prior to February 27, 2008)!* Limited to
only 30 Participants

Learning Investment for the 2-Day Seminar/Workshop:

Super Saver Rate: P8,848 - VAT INCLUSIVE (pay on or before February 27,
2008)


Early Bird Rate: P9,948 - VAT INCLUSIVE (pay on or before March 13,
2008)


Regular Rate: P11,348 - VAT INCLUSIVE (starting March 14, 2008)



LEARNING INVESTMENT INCLUDES: A "Fun-filled" Learning Experience,
complete with Learning Manuals/Hand-outs, Certificates, Freebies and FREE
Parking!! plus... Breakfast, Sumptuous Buffet Lunch & Snacks


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For the benefit of:




www.abetterchancefoundation.org.ph





For seat reservations or queries, please call Mitch
or Kristine...



ARIVA! Seminar & Convention Organizers
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870
Email: SuccessSeminars@...

R E G I S T E R O N L I N E: www.Ariva.com.ph

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UPCOMING - ARIVA LEARNING EVENTS

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Date: March 12, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

WRITE BUSINESS! DO BUSINESS!
FOR NEW ENTREPRENEURS


First time doing business on your own? Congratulations!

This course is especially designed for budding
entrepreneurs like you! Grab this purposive learning
opportunity of knowing the corporate writing trends
today. And what's more? This course may guide you
in establishing your own corporate writing manual
as your business grows in the future! We help you
serve through your writings so you can serve your
customers better!



Learning Investment for the Half-Day Seminar:


Early Bird Rate : PHP. 2,148.00
(Pay on or before February 12, 2008)

Regular Rate : PHP. 2,848.00
(Starting February 13, 2008)



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Date: March 12, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

THE WRITER'S MARKETING TOOLBOX
FOR SALES AND MARKETING EXECUTIVES


Desire to write marketing letters creatively yet purposively?
Here's a course that aims to share the do's and don'ts
in creating distinct marketing letters as it also further
guides you through the process of writing them down.



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before February 12, 2008)

Regular Rate : PHP. 2,848.00
(Starting February 13, 2008)



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Date: March 13, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

EFFECTIVE TELE-SALES TECHNIQUES


An interactive seminar that challenges the participants to understand
how to create the advantage in the usage of telephone as a sales tool for
better performance. The approach will therefore be going beyond telephone
etiquette - it would deal with high-impact telesales strategies and techniques.


Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before February 13, 2008)

Regular Rate : PHP. 2,848.00
(Starting February 14, 2008)



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Date: March 13, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City


EFFECTIVE COLLECTION TECHNIQUES

A results-oriented seminar that provides a better
understanding on how strengthen the collection
of receivables efforts. Emphasis would also be
on how to develop more systematic approaches
in managing receivables and aging.



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before February 13, 2008)

Regular Rate : PHP. 2,848.00
(Starting February 14, 2008)





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Date: March 27 - 28, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

SERVEBEST:
A CUSTOMER SERVICE WORKSHOP

The program provides practical strategies and techniques
resulting to excellent customer satisfaction. This workshop experience
provides extremely useful approaches to help ensure that products and services
are produced.

Participants will learn what exceptional service is,
how to project a customer-friendly image,
how to handle demanding customers leading
to both productivity and profitability.

Statistics show that consumers tell 9 - 12 people
when they receive good customer service, yet they tell
20 people when they receive poor customer service.
Amazingly, consumers will spend up to 10% more for
a product or service if they will receive better quality
and service. These statistics demonstrate the value
of providing exceptional customer service.



Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before February 27, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before March 13, 2008)

Regular Rate : PHP. 11,348.00
(Starting March 14, 2008)



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APRIL 2008


Date: April 10, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

BUSINESS ENGLISH COMMUNICATION SERIES:
Peak Performance on the Phone!


Does your "phonetics" still entail sincere servicing?

Here's a course that lets you improve phone-servicing
skills (landline and cell based). Knowing more about
phone management gives you the edge in servicing.
It's time to give your front liners that POP-experience
for you to achieve exemplary professional image and
winning business results!


Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)



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Date: April 10, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: ASTORIA PLAZA, Ortigas, Pasig City

BUSINESS ENGLISH COMMUNICATION SERIES:
Speak to Succeed!


Encounters.meetings.functions.events.you name it!

They all happen at work! And just to be consistently
considered unblemished with our spoken English-
there are still Filipino professionals who would rather
keep silent or distant in situations like these. Question?
Are you one of them? Time to shine, my friend! If fear of
using English is what actually stops you, don't let these
kind of frights manage you. It's about time you manage
them! Here's a course that lets you gain confidence in
conversational English and use it as one great tool for
professional success!



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 10, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 11, 2008)



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Date: April 11, 2008
Time: 8:30 AM to 12:00 NN (Morning Session)
Venue: Dusit Hotel Nikko, Makati City

CORPORATE IMAGE ENHANCEMENT SERIES:
Business and Social Protocol

Work yourself up the corporate ladder with confidence
and grace! Our aim is to provide you with the principles
and skills needed to be competent professionals and
to project that professional image. This seminar will
hone your business and social skills.



Learning Investment for the Half-Day Seminar:

Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)



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Date: April 11, 2008
Time: 1:30 PM to 5:00 PM (Afternoon Session)
Venue: Dusit Hotel Nikko, Makati City

CORPORATE IMAGE ENHANCEMENT SERIES:
Power Dressing & Style

Make an impact with a power image! Our seminar will
provide you with the knowledge and skills needed to
create a professional image and to improve your fashion
sense and personal style.



Learning Investment for the Half-Day Seminar:


Early Bird Rate : PHP. 2,148.00
(Pay on or before March 11, 2008)

Regular Rate : PHP. 2,848.00
(Starting March 12, 2008)



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Date: April 16 - 17, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

MANAGING YOUR SALES RESULTS:
PERFORMANCE MANAGEMENT


Beyond the traditional booking of sales, this session addresses
the concern of measuring effort that would lead into the
Performance Management process.



Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before April 11, 2008)

Regular Rate : PHP. 11,348.00
(Starting April 12, 2008)



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Date: April 17 - 18, 2008
Time: 8:30 AM to 5:30 PM
Venue: ASTORIA PLAZA, Ortigas, Pasig City

TEAM MATTERS: DEVELOPING
TEAM LEADERSHIP SKILLS PROGRAM


"Team" is a word and concept that is being discussed
more and more as businesses and organizations strive
to improve profitability, effectiveness, and efficiency.

Building a team is hard work. It can also be quite stressful
if you lack the team skills.

Attend our two-day skills based workshop that
enhances team leader skills to effectively lead and
motivate team. This is a unique training program that
equips team leaders with tools and techniques in
assessing the team's level of "team-ness" and create
action plans to address gaps.




Learning Investment for the 2-Day Seminar-Workshop


Super Saver Rate : PHP. 8,848.00
(Pay on or before March 17, 2008)

Early Bird Rate : PHP. 9,948.00
(Pay on or before April 12, 2008)

Regular Rate : PHP. 11,348.00
(Starting April 13, 2008)



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Date: April 24 - 25, 2008
Time: 8:30 AM to 5:30 PM
Venue: CSB HOTEL, MANILA

SUCCESS SERIES CONVENTION
"ReDiscover the Power of Professionalism"
(2008 Convention for Executive Secretaries and
Administrative Executives)

Learning Investment for the 2-Day Convention



Super Saver Rate : PHP. 5,348.00
(Pay on or before March 7, 2008)


Early Bird Rate : PHP. 6,148.00
(Pay on or before March 24, 2008)

Regular Rate ; PHP. 6,848.00
(Starting March 25, 2008)







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For seat reservations or queries, please call Mitch or Kristine...


ARIVA! Seminar & Convention Organizers
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870

Email: SuccessSeminars@...

R E G I S T E R O N L I N E: www.Ariva.com.ph

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