CUSTOMER SERVICE & CUSTOMER EXPERIENCE

Problem Solving

Presented by Paul

1. Definition of Problem - Fire Extinguishers expired

2. What're the Consequences - Incur the cost of repair if there is fire. Life is at stake. Definitely, not because the Line Manager is angry.

3. Suggestions of Solution:

• To key in the data in Google Sheet, to be accessible go Management, and it serves as a reminder too. (Show a sample of Google Sheet)

• Get the Fire Extinguisher Co. to come 2 months before by themselves.

4. The Strengths - Promote safety, avoid being fine, prevent wasting unnecessary time.

5. The Weaknesses - Human error, too busy and didn't check <-- Set alarm.

6. Evaluation - No more Fire Extinguishers expired.

7 Habits of Highly Effective People

Dealing with Self

1. Proactive (Be proactive)

2. Principle / Purpose (Begin with the end in mind)

3. Priority (Put the first things first)

Dealing with People

4.  P

   1. Concept of Win / Lose

      1. WIN-LOSE

      2. LOSE-WIN

      3. LOSE-LOSE

      4. WIN (all about me!)

      5. WIN-WIN

   2. Dependant (Child) / Independent / Interdependent (mature to collaborate without competition)

   3. "Green and Clean" Video

      1. Do what? You job is...

      2. How do you do it... depends on you.

      3. Who is your helper? (If you need help just tell...)

      4. Who judges you... You judge yourself!

      5. How do you judge yourself?

For the following months, topics are:

1. Healthly lifestyle: optimum exercise intensity for controlling diabetes, hpt, heart and decrease obesity. Count own maximum heart rate etc.

2. Understand 4 types of personality. Your self and others. Good communication skills is also understanding how other receive your info.

3. Back to staff suggestion: staff to present ideas and encourage others to ask the why question five times.

FSF HUMAN CAPITAL DEVELOPMENT (Draft, 18.11.20)

Mission:

• To help each staff maximize or unleash maximum potentials that God has given each.

• To help each staff to align individual goals to Foundation mission and vision.

Goals / Vision: 

1. To help each staff to be a leader that is able to lead other.

2. To equip staff with important skills and mindset (e.g. to remove the “top-down” mindsets) required for the 2020 and ever changing futures.

3. To reduce staff turnover rate and retain staff.

4. To have an equitable and fair work practice in line with "world standard".

5. To have a zero work related injury.

6. To help identify individual training needs of staff for self development (self-empowerment) in order to fulfill Foundation mission.

Strategies:

1. Identifications of each staff strength, weakness, personality attributes, skills via various commonly used methods (see appendix).

2. Understanding the different generations (Baby Boomer, Gen-X, Y, Millennials), age, cultural, social economy and ethnicity make up of the employee.

3. Understanding the job requirements and demands. Do task analysis. Evaluate, plan, implement modifications and re-evaluation.

4. Review the current appraisal form system, current staff ongoing feedback, recruitment procedures, staff handbooks, grievance procedures.

5. Training (in house training / external / online / on the job), (compulsory, ad-hoc)

• Job knowledge or skills requirement (e.g. Microsoft Excel etc)

• Short oversea or other job placement for exchange of ideas e.g. 3-days in Rumah SuperKids

💪🏼 Human Capital Development 2021

1. Performance Appraisal (To complete the S-A-L)  ☑️

2. SMART Goal Setting Training ☑️

3. Self Review & Line Manager Review + Achievement & Goal Setting (Doing, complete by end of May)

4. New Mentor-Mentee System ☑️

5. Problem Solving Skills Training (Completing, one last group to present!)

• Ishikawa Diagram - Root Cause Analysis

• SWOT Analysis (Strength, Weakness, Opportunity & Threat)

• Cost-Benefit Analysis

6. Communication Skills Training (Coming Soon!)

7. Implementation of Self-initiated Effort Reward "Campaign": State down the Problem, Solution, Implementation Process and Present it to all! (On-going)

WHAT'S UP?

May

25 Handling of Google Drive & Photos - Yin Hui

June

1 Handling of Heart-to-Heart Interview - Yue Shan

8 Critical Thinking & Communication - Yue Shan

15 Critical Thinking & Communication - Yue Shan

22 Critical Thinking & Communication - Yue Shan

29 Critical Thinking & Communication - Yue Shan

EMPLOYEE PERFORMANCE APPRAISAL

A - Adaptability to changes

P - Proficiency in job knowledge and skills

P - Punctuality and meeting deadlines

R - Reliability or dependability, contribution and spirit of volunteerism 

A - Active participation in team work / collaboration

I - Initiative and creativity

S - Speaking, listening and writing skills in communication

A - Accuracy and speed in productivity and personal accountability for own words, work and actions

L - Leadership and decision making

EMPLOYEE HANDBOOK (JANUARY 2021, VERSION 4.0)

A. In-House Training

1. 21/10/20 "Back Care" by Yue Shan

2. 27/10/20 In-House Training by Senior Management (Inclusive of Counseling Skills Training learned)

3. Photo Taking & Processing Training by Yin Hui

- What are some good shots? with focal point / a story to tell / actions / candid / Rule of Third

- Processing = to share with team members? to upload in Google Drive (original size)

4. Counseling Skills Training by Tracy, Yin Hui & Samuel(a) Part #1

- It is the Experience and External Factors that matter!

- The Direct & Indirect Approaches (RP)

5. Confrontation + Care = "Carefrontation"(b) Part #2

- Rapport Skills: Mirroring & Matching- Listening: Reflect, Clarify & Summarize(c) Part #3

- The 3-Stage Model

6. Personality Test by Rebekah (TBC)

7. More trainings by Yue Shan, the Human Capital Developer & Management Team

• 17/11 Back Care (Part 2) - Yue Shan

• 19/11 Employee Performance Appraisal (Part 1) - Samuel, Yin Hui & Yue Shan

• 24/11 Employee Performance Appraisal (Part 2) - Samuel, Yin Hui & Yue Shan

• 26/11 3-Stage Helping Model (The 3rd Stage) - Samuel, Tracy & Yin Hui

• 1/12 Back Care (Part 3) - Yue Shan (To wear pants & bring along an exercise mat)

• Mid December - How Did I Grow? and more... 

8. In the pipeline...

• Replying of Texts in Full Sentence (Emoji is not good enough) - Yin Hui (Extract from Auntie Clarine's past training given)

B. Off-Site Training

SHARING IS CARING

Some good articles and infographics that add value to yourself as an employee...

1. Are you a REACTIVE (hexagonal) worker OR a PROACTIVE (circular) worker?

2. Executive Functioning Skills