Development Dimension International Seminar

I was undergo a two days seminar and workshop last November 11-12, 2008. I never expected that I am the lucky person who can attend the seminar, since it was already given to our senior colleague but then our assistant vice president suggested that it will fit to the distribution engineer.
And without a doubt I'am happily accepted since it was all free and at the same time additional knowledge in my day to day activities.

Indeed it was a very fabulous and fantastic seminar. For two days I learned a lot from four lively facilitator the two was imported from cebu Mia and bords and the other two from davao light itself.
we had lot of video workshop, games for our ice breaker, and individual interaction of each topics.

By the way the seminar is under the Development Dimensions International. Focusing on the development personal development on how to deal with business to business or business to consumer interaction. Which divide into two, the personal needs and the practical needs in both are essential.

Under personal needs or the key principles are :

1. Maintain or enhance self esteem. (feeling valued, respected, important, and special.)
   
2. Listen and respond with empathy. (being heard, understood, and cared about.)
   
3. Involve the customer. ( being involved in process and decisions that affect them)
   

Under practical needs the service steps are:

1. Acknowledge the person. ( greet promptly and courteously, give full attention, use appropriate pace.)
   
2. Clarify the situation. ( ask the question to determine needs, listen carefully, summarize to check understanding)
   
3. Meet or exceed the need. ( if routine act promptly, if not routing agree on a clear course of action, take opportunities to exceed expectations.)
   
4. Confirm satisfaction. (ask the question to check satisfaction, commit to follow if appropriate, thank the customer)
   

We have additional topics on how to deal with a difficult person called take the HEAT.
H- hear them out. ( maintain eye contact, taking notes, nodding your head to acknowledge what the customer is saying.)

E- empathy (upset, disappointed, frustrated, and the fact of the situation that are causing those feelings.)

A-apologies ( I'm sorry this upset you, this situation is unfortunate, and i apologize for it, I'am sorry you felt you weren't fairly.)

T-take responsibilty for action.( clarify the needs, meet or exceed the need, confirm satisfaction)

All in all the seminar summing up that the business success comes from employees satisfaction/retentation then it follows to customer satisfaction and if they are satisfy the product or service they will become a customer loyalty then the business will success.