1. Part A
What I Have Learnt From The 8 Workshops:
Delighting Your Customers

For the topic on Delighting Your Customers, I feel that it is an essential topic, especially for on that aims to be a leader or manager in the future. For instance, it gives us a slight idea of what we should do when we want to inspire passion and interest in others. What we can do would probably be things like giving recognition, regardless it being formal or informal. The below pictures are pictures that I like and they are related to leadership.

An example of formal recognition may be a salary rise while an informal recognition may be just a pat on the employee’s back and saying “Job well done!” It was said that though formal recognition is important, however, informal recognition is vital as well. Personally, I feel that it is very true. When informal recognition was given to me during work, I felt really good throughout the whole day.

(Employees will feel good when they are given recognition!)

Also, if I were to be a manager or leader, there are certain important values and beliefs that I want my employees to uphold. Some of them includes being sincere and friendly during work times. These values are very important as we are in the service line and for instance, if we are sincere, the guests can feel it.

(Working at Sentosa)

This can be proven from one of my working experiences. I remembered that there was once when I was working as a rover at Sentosa’s Beach Station. A guest told me she enjoyed seeing me work as I would always smile brightly and maintain my smile to everyone. She also told me that when she sees me every time and whenever I am smiling, it makes her feel like smiling too. I was really happy and glad to hear such a comment!

(Guests can feel your sincerity even when you are not attending them directly!)

Hence, since then, I understood what it meant that if one is sincere, the guest can feel it. Thus, I hope that all my staffs will be able to uphold similar values as well.

Also, two organizations have been highlighted during the lectures. The two organizations are the Walt Disney and the Four Seasons Hotel. I particularly agree with the golden rule of Four Seasons Hotel. This is so as I believe in treating others like how you want to be treated. Only through this way, whereby casts are also well-taken care of, they would then happily take care of the guests and create good customer experience.

In the lecture, it was also mentioned that with leadership excellence, there will be cast excellence, leading to guest satisfaction and return businesses. When I saw this, I agreed with this. This is so as I used to belong to an organization, which I shall not mention, and it used to be very good before the management changed.

In the past, the leaders were good and even till the extent whereby staffs treat them as role models and were all very willing to work for them, even if they had to work overtime (OT). However, once the management changed, those experienced staffs left one by one as the few of the new leaders were made up of people not in the service line and some of the restrictions they gave were simply unreasonable. As time progresses on, the organization is now only left with very little experienced staffs. Then, the new staffs that are employed are people that are only working due to the reason that they need money and not because they enjoy working. When they are being complained, they even refused to make any improvements to their behaviour. Thus, the quality of service has dropped a lot.

This past experience has allowed me to understand that good leaders are really important. Good leaders can motivate others to help them to do work willingly, then the staffs will be able to work happily and this will in turn, result in good customer satisfaction with repeat businesses.

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