Moments of Truth by Ya Wen How https://padlet.com/howyawen88/56x3cw198kl2 en-us 2018-12-17 05:02:00 UTC 2025-12-20 02:51:32 UTC hello@padlet.com Hello ACS! https://padlet.com/howyawen88/56x3cw198kl2/wish/315053097 2018-12-17 05:10:54 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315053097 Team 1 https://padlet.com/howyawen88/56x3cw198kl2/wish/315419585 Benefits:
1.  Satisfactory customers will bring up the conpany’s value
2.  Can lead to rapid growth

Challenges:
1. Companies need to have trainings, briefings in order for the frontline employees to achieve the moments of truth
2. Management has to bear the risks if the frontline employees have not executed well 

]]> 2018-12-18 06:47:20 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315419585 Team 2 https://padlet.com/howyawen88/56x3cw198kl2/wish/315419592 Benefits
1) speed in decision making
2) higher customer satisfaction 

Challenges
1) wrong decisions will implicate the company's reputation
2) subjective ]]> 2018-12-18 06:47:24 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315419592 Team 3 https://padlet.com/howyawen88/56x3cw198kl2/wish/315419722 Benefits: 
1. Boost in customer loyalty 
2. Enchanced firm image and reputation

Challengers
1. Maintaining customer expectations
2. Retain staff to avoid frequent change in client liasing]]> 2018-12-18 06:49:16 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315419722 Sylvia https://padlet.com/howyawen88/56x3cw198kl2/wish/315420085 Benefit #1 - empowered employees are engaged
Benefit #2 - customer centricity breeds customer loyalty 
Challenge #1 - not all managers will embrace new way
Challenge #2 - investing time to understand what the customer really wants and to reach them effectively ]]> 2018-12-18 06:53:08 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315420085 2) Prospecting (Team 2) https://padlet.com/howyawen88/56x3cw198kl2/wish/315422561
1. Listening to what they share and talk according to their business
2. Show the client that we are interested in them by researching before meeting them
3. Knowledgeable in our group service and area of expertise so that we can advice them based on their needs
4. Maintain good relationship even if the prospect did not take our service

]]> 2018-12-18 07:16:53 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315422561 23) On boarding (Team 3) https://padlet.com/howyawen88/56x3cw198kl2/wish/315422584
1. Understand the client’s Service requirements 
2. Build scope of work and set the goals together with client
3. Assign the best team for the engagement 
4. Hold an internal client orientation meeting
5. Plan for a great kickoff call and planning for how to start the engagement and work together
6. Consistent review and value client relationships ]]> 2018-12-18 07:17:09 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315422584 4) Service Delivery (Team 1) https://padlet.com/howyawen88/56x3cw198kl2/wish/315422890
1. Error-free report
2. Meeting deadlines
3. Prompt response
4. Hassle free
5. Professional image 
6. Show client that we care ]]> 2018-12-18 07:19:28 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315422890 4)Application howyawen88 https://padlet.com/howyawen88/56x3cw198kl2/wish/315425002 1) Defining the frontline and middleline. 
2) Ensure that the right training is provided to the right level. 
3) Sending the RIGHT person for client servicing and respective checkpoints in our process. ]]> 2018-12-18 07:32:38 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315425002 1) Service Enquiry (Team 4) howyawen88 https://padlet.com/howyawen88/56x3cw198kl2/wish/315428824 •Call prospect within one working day
•Follow up email within one working day.
•Arrange for a prospect meeting soonest possible
]]> 2018-12-18 07:52:45 UTC https://padlet.com/howyawen88/56x3cw198kl2/wish/315428824