In 1997,
Training Master Limited has organized an experiential training
program known
as the "Creating Sustainable Competitive Advantage Through Customer
Service Training" for the Shell Hong Kong Limited. In the Hong
Kong Management Association's "Award for Excellence in Training
1998", this program has won the "Most Innovative Award".
If you
want to know how we use remote-control racing cars, war game,
T-shirt printing and abseiling to conduct trainings, please take
your time
and
enjoy the contents below.
Mingpao, 11 June
1998's edition:
"In order to achieve the aim
of training, Shell organised their staffs to stay at Cheung Chau
for a 2 days training
program. The contents
include interviewing the local people about their expectation of services.
This activity can make the staffs in different department to
understand the importance
of customer service. TML also want to bring up the message of "the business
market is similar to the war", and the staffs will be able to understand
the idea of cohesiveness through war game.
One
of the activities in the program requires
staffs to act as a racing car manufacturer, and accept the challenge of
abseiling. They will abseil from the top of the cliff. Whoever
get the highest accumulated
scores will be able to satisfy the requirement of the wholesaler, and hence
provide the promotion to them. Then they will be divided into groups and
discuss how
to improve the customer service. There were 152 recommendations and 70
of them has been accepted by the managers."
The Training Manager,
Shell Hong Kong & Macau
Ltd said:
"According to the data from the Operation Department, we have
saved nearly $4.3 million because of the training. Staffs became
more productive,
and the
company's flow became more smoother." |
"LUXURY" (12th Edition, 2005) 
