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Dear Friend,

Once in a great while you'll read something that
bypasses the brain and goes straight to the heart.
The Simple Truths of Service is that...and then some.

Since we published this little book almost 2 years ago,
it has become a "customer service classic", and has
been used by thousands of companies all over the
world to create "customer enthusiasm" in their
organizations.

It's an unforgettable true story about
a young man with Downs Syndrome who changed
the culture of a grocery store by being creative and
giving customers more than they expect. In the back
of the book Ken Blanchard and Barbara Glanz share
ten short stories about the most important things you
need to know about service and I'd like to share the
last chapter titled: The Final Truth, that was written
by Barbara. Enjoy!


To Life,


Mac Anderson
Founder, Simple Truths



The Simple Truths of Service
By Ken Blanchard & Barbara Glanz
Excerpt from Chapter 4: The Final Truth


Great service comes from the heart. It has to come from the inside out.
You cannot mandate it. You can't threaten, reward, or coerce people to care. You
can only awaken the desire and then give them the permission and encouragement
to make it come alive in their work.

Simply said, if people don't have in their hearts the desire to serve
and make a difference for others, they will not give great service.

Johnny's idea wasn't nearly as innovative as it was loving. During my
speech, I challenged everyone in the audience to go home and think about
something they could do to make their customers feel special. Johnny thought
about that idea and framed it in a way he could understand. He didn't bother
reading management books or looking for the trend of the month; he searched
inside himself for a solution and what he found was real. It came from his heart
and that's the part you can't pretend.

At the core of great customer service lies the heart of each employee.
When I work with an organization, I often walk around and ask people, "What is
your work?" What they almost always tell me is a job description or a job title.
Yet we are all so much more than that. We can bring our hearts to work with us!
When you think about the question - "What is your work?" - think about this:

How is what you do every day making someone's life better?

That is your very important work!

Johnny brought his heart to his job. He focused on what he could do in
his daily work to make his customers feel special and their lives a little
better.

No matter what our job or position may be, we each possess a unique
understanding of this world and have our own ideas and gifts to share. Our
truest gift, like the one Johnny shared, can be found in our hearts if we look
deeply enough and listen closely. When the heart is in the right place, the ego
gets out of the way. That's when great service comes shining through.

Just click on the link below to watch our 3 minute movie about
Johnny...and prepare to be inspired!

http://www.stservicemovie.com/





**SPECIAL ANOUNCEMENT**

DONT MISS THIS!!




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SERVEBEST!
"Satisfaction in the eyes of a customer"

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


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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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UPCOMING - ARIVA LEARNING EVENTS

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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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