2nd Day - Certified Service Professional...

ahsun: =) so day 2 of the csp course....moving closer and closer to getting certified as one of the Service Professional in Singapore....it's a nation wide programme aimed at improving service standard in singapore and in service industry in particular....interestingly....had my first "banquet preparation" and appreciate the teamwork being pooled in together by all the other 10 classmates...really felt that the teamwork of the whole class is there....unity is there....together we can achieve the CSP title and with pride we will lead....to become a PROFESSIONAL....heehee......some updates about today's activity and thoughts :
Well one of my team member left the grp for dunno wat reason and went MIA after the morning tea break....so now my team left Mr sim and me lor....originally 1 team 3 pax for 4 grps of students in my class taught by Mr Joshua de....right now....my team shortage of manpower and also tmr is my team's turn to host the show .... so need to be at class by 8:30am.....looking forward to the fun stuff we will be doing for 3rd day of CSP.....
Today we have a good time playing some games and also viewing a video of johnny moment....felt quite amazing and also a little act of "thought of the day" can change an entire supermarket to adopt his little action...which i think....everyone has the power to create that "moment" which belongs uniquely to everyone of us....which allows the customer to identifies us uniquely...and makes us special in a way....as everyone is unique and special in their own way....like character...habits...thinking etc....
I would say it's kinda like motivating us as a whole first and allows us to search deep inside ourselves for that self esteem....confidence and unique way of handling or creating things ...positive things to be exact ....for that service/product we're selling.... like the moments of truth mentioned and taught....first impression counts and customer wants to know what u can do for them not what we can do for customer....Do for customer and not say....like the game of giving instructions shows that each and everyone of us has a different style / way of saying the same things....customer will just get confused lor....
Josh also mentioned about having fun in the workplace which i think is very important....to have passion in the work u do...else...how to stay happy and cheerful and smile for that customer out there....i find that practically....all these theories can be applied and also tested and proven as long u believe in them first...therefore for watever i learnt on the course...if i dun believe them....none will be useful in the first place....
Also learnt about ABC cycle, Attitude + Behaviour = Consequences , key ingredients of service excellence which comprises of 3Ps, Product, Process & People!!!! Was also exposed to the various kinds of hot/cold drinks in F&B line....really amazed by the amount of knowledge i'm exposed to every single day....looking forward in tmr's lesson....need to give a one minute speech about myself and smile @ the class....i believe that i can do it and so i can!!! jiayou~~~


爱情不管两个人有多远，真心相爱的人终究会遇见。。。