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How you successfully build cultures that stick. Story of the Terrorist Attack on the Taj in Bombay.
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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
Story of Extremism
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
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
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
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
The Taj ApproachVa
lue
Base
d Re
crui
tmen
t
Know
ledg
e M
anag
emen
t
Empo
wer
Reco
gniti
on
Prog
ram
me
Empl
oyee
W
elfa
re
What they mean by Knowledge Management
What they mean by Customer Front & Center
42 Moments of Truth
What they mean by Recognition
What they mean by Staff Welfare
“ Do you think we are doing enough? ”
Ratan Tata
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.
My Talent Asia
QUESTIONS? Comments? Stories?
My Talent Asia Mozer FakhruddinPrincipal ConsultantEmail: [email protected] site: http://mytalentasia.comTelephone: +60 17 333 7865
