Developing and Managing a Winning Customer Experience

Businesses are increasingly recognising the complete experience enjoyed or endured by their customers is critical to customer retention, profitability and growth. This dynamic two day Customer Experience for Managers training course addresses why the customer experience is crucial to business success. The course identifies elements of success and assists those wishing to build a business case, and develop and execute a customer experience strategy. The course also provides an outline of critical customer experience tools and techniques.

Find out why, in a recent survey, 95% of business leaders in Europe said that customer experience is the next competitive battleground! This was an increase of 24% compared to the same survey two years ago. 69% of consumers say that emotions count for over half their customer experience*. Why do 85% of senior business leaders say that differentiating on the physical is no longer a sustainable business strategy?*

During the course:
- Discover why Starbucks talks about the ‘third space’ when all they sell is Coffee!
- Discover why 44% of consumers say that the majority of their customer experiences are “bland and uneventful”.*
- Learn about Customer Experience award winners.
- Learn about what it takes to be a Customer Experience Award Winner.
- Define what emotions you are trying to evoke?
- Define the customer experience you are trying to deliver?

By the end of this Customer Experience Contact-point training courses, you will have learned how to:
- Build the business case for customer experience investment
- Assess your organisations customer experience strategy
- Develop a customer experience strategy
- Design a customer experience programme to deliver the strategy
- Develop your organsiation’s customer experience culture

Skills attained
- Evaluating Customer Experiences
- 360° Mapping of Customer Experience Touch-points
- Creating Strategic Customer Experiences
- Managing Customer Experience Processes
- Developing a Customer Experience Culture
- Customer Experience Personal Action Planning

To register:
(1) 20 to 21 January 2009 ► Register for this run
(2) 15 to 16 April 2009 ► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$590.00 NTU Alumni: SGD$472.00 Group (3 & above): SGD$531.00


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The top 200 universities

Besides anything else, let us take a look at Singapore university... NUS rank 30 and NTU rank 77, both within top 100!

Top 5 are:
Harvard University
Yale University
University of Cambridge
University of Oxford
California Institute of Technology

To read full list: http://www.timeshighereducation.co.uk/hybrid.asp?typeCode=243

And Hong Kong has 4 universities in the list, Hong Kong University (18), Hong Kong Chinese University (38), Hong Kong University of Science & Technology (53), and City University of Hong Kong (149). Strange, Hong Kong is not much bigger than Singapore, but can have 3 universities within top 100.

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Ten Recession-Proof Jobs, so called "iron bowl"

Recession is coming to town, or already in town. So which job is "iron bowl"? Salary.com gives top 10 choices as follows. However, personally I do not agree with it, at least not in Singapore. So lets take a look and see what could be the iron bowl in Singapore.

1. Accountant
2. Administrative Assistants
3. Customer Service Representative
4. Financial Analyst
5. Mechanical Engineer
6. Network Administrator
7. Police Patrol Officers
8. Public School Teacher
9. Software Engineer
10. Staff Nurse

For me.. only accountant, police, teacher and nurse (doctor) are iron bowl in Singapore. As police and teacher are government job, and no matter how bad is the economic, you cannot cut down on them. In fact, I think the demand for police will be increased, as jobless rate increase, crime rate will increase too. So for nurse, same arguements apply, people eat more unhealthy food, poorer living condition.

As for the accountant, I think they will be very busy, as people go bankrupt, and companies go burst, they will be super busy. But no matter what, everyone is going to take home less salary in recession.


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Want to learn "Money and Bond Markets"?

This course introduces participants to the various instruments used in the money and bond markets (including derivatives), and their use for investment and hedging. Provide participants with a broad, practical understanding of the money and bond markets so that he/she is comfortable in using the vast array of trading and hedging instruments available.

Money Market Instruments:
Fed funds, repurchase agreements, Negotiable Certificate of Deposit (NCD),Treasury bill, commercial paper, Banker's Acceptances, money-market funds,

Bond Market Instruments:
Zero coupon bond, strips, Treasury securities, municpal bonds, corporate bonds, convertibles, callable & putable bonds, mortage-backed securities, pass-through securities, Collaterized Mortgage Obligation (CMO), Interest Only (IO), Principal Only (PO), Collaterized Loan/Bond/Debt Obligation (CLO, CBO, CDO).

Mathematics for Money & Bond Markets:
Will be incorporated in the seminar as the instruments are introduced.

Derivatives used in Money & Bond Markets:
FRAs, caps, floors, collars, interest rate & currency swaps, swaption,

Comparative study on the appropriate use of the various instruments

Structured Deposits:
Enhancing yields / increasing risk.

Speaker:
Dr. Kong Yoon Kee is a lecturer with the Division of Banking and Finance in Nanyang Technological University. He obtained his PhD in Finance from NTU. He also holds undergraduate and master’s degrees in Physics from the NUS and the Louisiana State University, respectively, and is both a Chartered Financial Analyst and Certified Financial Risk Manager. Prior to joining the academia, he has extensive experience in the banking and finance sector and has worked in leading American, European, Japanese and local banks. His wide knowledge and practical experience in financial markets and products include money and capital markets, equities, foreign exchange, forwards, futures, options, financial engineering and structuring and risk management. He has also taught MBA courses and CFA revision classes. At NTU, he is teaching/has taught Treasury and Risk Management, Equity Securities, Financial Management and Financial Markets and Institutions. His research interests include asset pricing and return distribution, investment strategies, risk management and Basel Accord implementation.

Who should attend?
Corporate treasurers, financial controllers, private bankers, investment advisors, auditors of banks/investment banks/fund managers, product controllers, operations executives, legal counsels/advisors, compliance executives

15 December 20081 December 2008
► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$390.00 NTU Alumni: SGD$312.00 Group (3 & above): SGD$351.00


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10 Tips for an Impressive Résumé

I never know that Jobscentral has a collections of such good quality articles, here is one on the tips for an impressive resume: http://community.jobscentral.com.sg/node/796

#1: Photo perfect : Wear business clothes when getting your photo taken, and don’t forget to smile!

#2: Fun with fonts : Business fonts such as Times New Roman and Arial are popular because of how they’re easy to read.

#3: Write in complete sentences

#4: Use Sub-headings

#5: Don’t decorate

#6: Image, Image, Image : Use powerful language to enhance and sell your skills.

#7: Top-down approach : Place your most outstanding achievement or quality at the top, after your basic information and schooling history.

#8: Paper problem : Go for papers with a plain, smooth finishing and are slightly heavier than plain copier paper for a professional look.

#9: Word or pdf? : To be safe, convert your résumé to the Adobe PDF format.

#10: Customise your résumé : Showcase your efforts by addressing your cover letter to the person-in-charge.

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10 Tips to a Better Performance Review in a Down Economy

Salary.com gives a 10 tips for a better performance review in down economy. But to me, these apply to normal time as well, and they are quite important, so should share with all.

1. Know Your Role
A great place to start is a detailed list of job duties or, if it is available, an official job description, from your manager or human resources department.

2. Be "Engaged" in the Process
Be an active participant in establishing your goals from the start. Focus on key objectives and define a plan that makes sense for you and your employer.

3. Set Goals that are Reasonable and Relevant
When establishing goals, make sure they are meaningful.

4. View goals as a project plan
Make your goals your mission for the year. Keep goals current, track progress and contributions, and update goals as appropriate to reflect any changes in your role or responsibilities.

5. Document your accomplishments
Document your accomplishments along the way and let your boss know when you have reached established milestones. If you reach a stumbling block along the way, seek advice on how to best resolve the issue.

6. Show an interest in additional training
Your employer will see that you want to improve the quality of your work and are interested in professional growth.

7. Check-in
Have an open dialogue with your boss throughout the year so you have a better sense of where you stand and how your progress is being perceived.

8. Share positive feedback
Feedback from colleagues and/or customers is also valuable when you are preparing for a review.

9. Demonstrate a Positive Attitude
Try to be "likeable" in a business sense by being pleasant, respectful and courteous to colleagues.
10. Utilize Performance Review Feedback
When you get constructive feedback during a performance review, listen to it carefully and objectively.


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Boss' Reaction During Recession

Do you notice your boss's face change recently when recession begin? If not, then you must take a look at this. Very funny. For me, I know that some boss face change then the stock market change. So remember always pay attention to the stock market, and keep quiet if the market is bad. If not....... you will be like the little yellow duck at the bottom of the page......

剛開始 begining.....老闆 Boss: Be good, you will be fine.

過了一週After a week...
要加油!!....
Must Work Hard man


過了一月After a month...
要給 林北 加油喔.....
Must Work Hard for Lim Peh u know!


過了一季 After a Quarter....
叫你要加油啦..... 聽到沒 ??
Can you hear me, you must work hard!!!


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Hong Kong financial salary

Besides Australia, Hong Kong is another Asia destination that is very closed to Singapore. Closed as in the distance between two are closed, food and culture are "similar". However, most job in Hong Kong are financial related, and many Singaporean also being hunted to Hong Kong. So how doest the salary in Hong Kong looks like.

Bank or investment related financial field. The level is like admin, analyst, ..., manager (where admin is the lowest, manager is the highest). The starting salary for admin is around HKD 30k/mth, analyst around 45-55k/mth.

As for the accountant:
Accountant (with 4-5 years experience) HKD 25k/mth.
Accountant (fresh graduate) HKD 8.5k -9.5k /mth

In general, the pay will be slightly higher than Singapore. Although the tax in Hong Kong maybe lower than Singapore (no GST), don't forget that the housing and food are much higher.


Click here for more salary information on Financial

Managing Talent

This module is specially designed to help you understand current challenges of managing talent in a knowledge economy. By carrying out a critical analysis of past perspectives, strategies and practices, you will examine the weaknesses of past approaches in managing people. Then, new approaches in planning, attracting, engaging, developing, and retaining talented people are explored.

Global talent deficit is imminent. And the war for talent is going to be fierce. Farsighted, leading edge companies are already stepping up efforts to effectively manage talent and transform people into real sources of competitive advantage.

“We believe that actively managing and developing our talent – that is, our
people and all their abilities and skills – is a prerequisite for success. We
have made talent management a strategic priority and part of our daily work.”

“Building an increasingly strong talent base with the right attitude and
enthusiasm is one of our most effective competitive weapons.”

Hans Stråberg
President and Chief Executive Officer
Elextrolux

24, 25 November and 3 December 2008
► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: SGD$980.00


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Writing Effective Minutes of Meetings

This is a practical course which focuses on skills required to record meetings efficiently and to write up the minutes of meetings accurately, clearly and concisely.

Participants can expect to:
- Understand and appreciate the importance of well written minutes for their organizations and for themselves
- Learn the skills for record accurately and efficiently the contents of and directions taken at meetings
- Write minutes of meetings that are accurate, clear and concise and which meet the needs and expectations of the organizations
- Write minutes utilizing formal and informal formats for minutes
- Learn the appropriate minutes writing style using the correct grammar, sentence structure, tone and stylistic conventions of the English language

Methodology
The course will use a hands-on approach to maximize practice. Exercises will be given to reinforce understanding of every topic with actual examples provided by the organization. Participants will be shown good and bad examples of minutes writing and re-write the latter examples to improve them. Immediate feedback is given by the instructor after every practice session. Appropriate videos on minutes-taking may also be shown to stimulate discussion and to reinforce understanding.

17 to 18 December 2008
► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$590.00 NTU Alumni: SGD$472.00 Group (3 & above): SGD$531.00


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Ten NO NO during Job Interview

HEre is a summary of ten things not to do and not to say by the Job Interview Boo-boos by Jobs Central. Some are commonsense, but some.. especially the last one, we got to remind ourselves.

1. Do not use Singlish

2. Do not make personal remarks : It’s not your place to comment on your interviewer’s dress sense, even if he does turn up in a pink shirt and yellow suit.

3. Do not criticise yourself

4. Do not lie

5. Do not be late

6. Do not ignore personal grooming : The company is looking for someone to fill a position and they’d like to know that you’ll look the part if they hire you.

7.Do not give a limp handshake or avoid eye contact

8. Do not touch your phone

9. Do not be arrogant

10. Do not broach the $ubject : Bringing up the question of salary before the interviewer has even managed to pronounce your name properly sends a signal that you are a calculating moneygrubber.

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DBS retrenchment has begun: 450 ppl in Singapore lost their job, including 55 year-old managing director

DBS Singapore has started its retrenchment. More than 450 Singaporeans were jobless since yesterday, this include a "managing director" who is 55 years-old. Besides DBS, POSB also affected. The compensation is 1 month salary for every year of service. So 20 years, 20 months of salary. Previously DBS annouce to cut 900 staffs from Singapore and Hong Kong, and more than half will be from Singapore.

星展集团（DBS）从昨天开始展开裁员行动，在本地的超过450名受影响的员工。

在上个星期五将在新加坡和香港裁退900名员工，其中超过一半来自新加坡。

除了星展银行外，储蓄银行（POSB）的员工也受到这一波裁员的影响。

至于赔偿，集团也表示会根据业界的惯例，也就是每服务一年就赔偿一个月。

The above is from the http://www.zaobao.com/cs/cs081114_507.shtml

And According to http://www.nanyang.com/wap/article.php?id=901613&head=international

星展银行昨起一连两天展开大规模的裁员行动，公司弥漫着一片愁云惨雾，就连资深的董事经理级等高层这回也丢了饭碗。

首批职员昨天接获被裁通知后，下午就有人收拾个人物件黯然离开，包括一名55岁的董事经理，他在星展银行服务超过20年。他说，昨早如常上班后，接到人力资源部的电话，不料却是被告知遭裁退，让他十分失望。

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Australia software engineer salary

Singapore and Australia got many areas are much alike (besides the area). For example, their currency are closed to each another. Many Singaporean also immigrate to Australia. So how about the salary in Australia compared with Singapore? Here are some examples on what a software engineer earn in Australia Melbourne.

Case 1: A start up company writing games for the PSP, XBox etc. Annual salary of AUD 65k.

Case 2: Another start up company writing backup software. Annual salary of AUD 81k.

Well, pretty high isn't it? But lets not forget the tax at Australia also higher. In return, you get a better quality of life, bigger house and you can drive around. Car is cheap over there, a new one may be over 20k, 3 years old maybe over 10k (just enough to get a COE in Singapore).


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Writing Professional and Results-Oriented Email

This is a practical course focusing on internal and external communication via email. Participants are introduced to strategies, organizational patterns and language usage for writing email that communicates clearly, concisely, courteously, and thus is more likely to receive a favorable response from the reader.

Participants can expect to:
• Write reader-centered messages which focus on addressing the reader’s needs and achieving a positive outcome
• Learn how to organize email messages which are easily processed by readers
• Develop sensitivity to tone and the nuances of their written responses
• Craft sentences which convey their meaning clearly and concisely
• Choose appropriate words and expressions for communicating politely, professionally and in a friendly manner

Course Outline :
• Understand email communication: potential, reader expectations, pitfalls
• Write reader-centered, not writer-centered messages
• Writing subject lines that get immediate attention
• Structuring email messages for maximum readability and ease of response
• Organize messages using the pyramid principle to facilitate rapid processing by readers
• Understand the dual components of messages: factual and emotional
• Understand tone, style and formality
• Structure sentences which convey meaning clearly and concisely
• Pitch your responses at the right level of formality for the type of message and the intended reader
• Be sensitive to the negative connotation of words and its impact on readers
• Manage emotions in writing – avoid flaming
• Give feedback, suggestions and recommendations in positive language
• Key phrases and expressions for writing in a personal, friendly and polite manner

To register:
15 to 16 December 20081 December 2008
► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$590.00 NTU Alumni: SGD$472.00 Group (3 & above): SGD$531.00

7 secrets for surviving a layoff in a down economy

Read this article quite meaningful http://www.cw.com.hk/article.php?type=article&id_article=2638, so if you are really unlucky one being layoff, this may help you.

1. Negotiate for the best possible severance package.

Don't think that you have to accept whatever severance package your manager or HR puts in front of you as is. Your severance package is negotiable, he says, so don't feel pressured to immediately sign on the dotted line. Take the time to read the severance package, even if it's 20 pages long. If your employer gives you a hard time, Bayer says to hold your ground and tell the manager that it's not reasonable for the employer to ask you to sign something without first reading it.

2. Don't second-guess yourself.

After you've been laid off, you feel vulnerable. When you feel vulnerable, it's easy to second-guess yourself and to sink into depression. What's difficult is resisting those negative thoughts. But for your own well-being and the success of your job search, you have to. Instead of dwelling on all the reasons why your employer might have selected you for a pink slip, Bayer says to remember that the fundamental reason you lost your job was because your employer was having trouble competing during this economic downturn, not because you're a bad worker.

3. Examine your finances.

Take a close look at your expenses and your savings to determine how much money you'll need to cover your expenses during the time you're unemployed.

4. Make job-hunting your new job.

5. Expand your search.

Making a long list of industries and organizations in those industries where you could put your skills and experience to use.

6. Approach online applications and search firms with caution.

7. Stop reading about the economy.


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Distinguished Business Leaders Series

Come and take this opportunity to meet and engage with Mr Kenny Yap, popularly known as "Kenny The Fish" who is credited for establishing Qian Hu as the leader in the ornamental fish business. Hear Mr Yap share his entrepreneurial experiences and Qian Hu's success story from humble beginnings to the leading exporter of ornamental fish in the world and Qian Hu's role in establishing Singapore as the ornamental fish capital of the world.

Join us for an evening of corporate sharing and networking.

Date: Friday, 21 November 2008
Time: 6:00pm
Dress Code: Business Attire
Venue:
The Westin Bund Center, Shanghai
Function Room: Diamond Ballroom, Level 3
88 Henan Central Road
Shanghai 200002, China
Tel: 86-21-6335-1888

A stand-up buffet dinner will be served to all guests.
Please register your interest to attend the event with the following : http://www.overseassingaporean.sg/signup/PVG/21112008

Conceived as a high-profile initiative by the Overseas Singaporean Unit, the Distinguished Business Leaders (DBL) Series was launched in August 2006. It seeks to create a platform for interaction between Singapore-based companies and the Overseas Singaporean community. This is to enable Overseas Singaporeans to stay abreast of developments in the various sectors of the Singapore economy and that of the wider Asian region. The DBL Series would be of particular interest to Overseas Singaporeans wishing to find out more about the job and business opportunities in Singapore and the Asian region.

Qian Hu is an integrated "one-stop" ornamental fish business ranging from breeding of Dragon Fish, farming, importing, exporting and distributing of ornamental fish as well as manufacturing of aquarium and pet accessories and distributing them to local and overseas customers.

Mr Kenny Yap, popularly known as "Kenny the Fish", is the Chairman and Group CEO of Qian Hu Corporation, the only company specializing in ornamental fish currently listed on the Mainboard of the Singapore Exchange. Through his leadership, vision and passion for the industry, Mr Yap established Singapore as the ornamental fish capital of the world. He managed to turn a small, agrarian business to a public-listed company within a short span of nine years.

Mr Yap has a string of awards to his name - Public Service Award (PBM) in 2004, Ernst & Young's Service Entrepreneur of the Year Award in 2003, Young Chinese Entrepreneur of the Year by Yazhou Zhoukan in 2002, one of the 50 Stars of Asia by Business Week in 2001, the PSB/International Institute of Management's International Management Action Award in 2000, and the Singapore National Youth Award in 1998. Mr Yap graduated from Ohio State University (USA) with a 1st Class Honours degree in Business Administration. He currently serves as the Chairman for the Ornamental Fish Business Cluster initiated by AVA and is a member of the Action Community for Entrepreneurship (ACE). In 2007, Kenny was appointed by National Youth Council as the Chairman of the Youth Award (Entrepreneurship) Committee.


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Investment Insights Seminar + one in Chinese

It has been a roller-coaster ride for the equities market for the last few months. What can investors expect over the next few months? For the month of November, POEMS have invited their fund partners & analysts to provide investors with more market updates, insights together with investments tips.

If you are new to unit trust investment, join in Introduction to Unit Trust seminars. They will explain what unit trust investment is, and guide you through their online trading platform, POEMS, to show you how you could purchase your funds in a hassle-free way.

Details of the seminars are as follow:

14-Nov, 7.00pm – 8.30pm
Raffles City Tower, 6th Floor
How to avoid poor investment decisions?
Aberdeen Asset Management

17-Nov, 12.30pm – 1.30pm
Raffles City Tower, 6th Floor
5 Signals to the end of this Bear Market
Schroders Investment Management

19-Nov, 12.30pm – 1.30pm
Raffles City Tower, 6th Floor
The Outlook for America & Emerging Markets
Investment Director, Fidelity

21-Nov, 12.30pm – 1.30pm
Raffles City Tower, 6th Floor
Market Overview Updates
Unit Trust Analysts

24-Nov, 12.30pm – 1.30pm
Raffles City Tower, 6th Floor
Intro to Unit Trust Investments

To register, kindly email your particulars comprising your Name, NRIC, and POEMS account number (if any) to utseminars@phillip.com.sg.

The seats will be automatically confirmed, unless otherwise mentioned.

单位信托华语讲座 – 初级投资者

我们也有举办有关单位信托知识的华语讲座。通过此讲座，您将能够了解到单位信托是怎样的一种资产投资方式，以及它如何能够帮助您投资理财或积累财富。您也能通过我們的網上交易平臺购买单位信托, 享有1% 销售费, 同时监察您的投资组合. 邀请三位朋友一起参加, 每人获取一份礼品.

11月25日, 下午 12.30 – 1.30
莱佛士城
邮电：utseminars@phillip.com.sg
或拨电：6531 1555


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DBS cut 900 staffs in Singapore and Hong Kong! 6% work force

DBS Group, Southeast Asia's biggest bank, will cut 900 staff in Singapore and Hong Kong, or six percent of its workforce, by the end of this month to reduce costs, CEO Richard Stanley said.DBS today posted a 38 pct drop in quarterly profit, below expectations, aslosses from bad debts quadrupled.

To read more...

Add on: this may include subsidiary also, such as DBS Vickers...

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Effective Technical Presentations

At the end of the Effective Technical Presentation Skills course, participants should be able to quickly organize and present technical facts, ideas and recommendations to other technical professionals, non-technical managers and decision-makers in a clear, convincing, and understandable way.

• How technical presentations are different from other kinds of presentations.
• The three essential components of a presentation.
• Audience analysis and why this is a necessary step in a presentation.
• Organize information in a clear and concise manner.
• Create attention grabbing introductions and build instant rapport.
• Make your presentation flow with smooth and logical transitions.
• End on a memorable note with captivating conclusions.
• Avoid 'tech terror' by translating technical jargon into non-technical language.
• Avoid 'information overload' by limiting dry and boring statistics.
• How to explain technical data to non-technical audiences.
• Learn how to use stories and analogies to make technical information familiar and relevant.
• Techniques to sell ideas and persuade listeners to take action
• Techniques for varying vocal tones and body language.
• How to design and use graphics effectively to display technical information.
• Methods for overcoming fear and controlling nervousness.
• Respond to questions confidently, smoothly and appropriately.

3 to 4 December 200819 November 2008
► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$590.00 NTU Alumni: SGD$472.00 Group (3 & above): SGD$531.00


Click here for more NTU Course information