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Building & Nurturing a Culture
Kuala Lumpur12th Sep 2012
“The shortest distance between two people is a story” Terrence Gargiulo
Attention Density
My Talent Asia
Mozer Fakhruddin
Principal Consultant
Email: [email protected]
Web site: http://mytalentasia.com
Telephone: +60 17 333 7865
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Story of Extremism
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Story of Customer Service Extremism
Listen to Your Customers
Make Polite Suggestions
Make Promises that you will Keep
Take an Extra Effort
Build an Efficient Customer Service Team
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Empowered Action - Quick Thinking
“It was my responsibility - I may have been the youngest person in the room, but I was still doing my job”
Mallika Jagad
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Protect Customers
“My children & I are so proud. I did not know that for 25 years I lived with a man of such courage and bravery”
Widow of Thomas Varghese
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Dedication
His father, a retired general, told him, “Son, do your duty. Do not desert your post.”
“If the hotel goes down, I will be the last man out.”
Karambir Singh Kang
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The Taj ApproachVa
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What they mean by Knowledge Management
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What they mean by Customer Front & Center
42 Moments of Truth
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What they mean by Recognition
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What they mean by Staff Welfare
“ Do you think we are doing enough? ”
Ratan Tata
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Attention Density
Chemical circuits create each persons mind Continuously focusing and paying attention to a particular thought or activity strengthens the related circuitry and make physical changes in the brain.
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My Talent Asia
QUESTIONS? Comments? Stories?
My Talent Asia Mozer FakhruddinPrincipal ConsultantEmail: [email protected] site: http://mytalentasia.comTelephone: +60 17 333 7865