Revenue Enhancement Program:
Introduction

The Revenue Enhancement Program aims to equip frontline associates with the right tools, mindset, and skills in order to enhance the organisation’s revenue through excellent service throughout a customer’s buying journey. These days, customers are savvy and have access to all types of information across various platforms, both online and offline. Oftentimes, this implies to frontline service associates that customers have predetermined the product or service they require. Based on these predetermined notions, a common misconception is that customers think they know what they want, with price being one of the main considerations when it comes to purchasing a product or service.

In reality, while customers may be more knowledgeable about products and are price sensitive to a degree, they are likely to pay more if the benefits they gain are clearly communicated to them.

In order to manage a customer’s predetermined expectations, this program aims to:

· Build up a service culture within the organisation

· Create a positive customer experience

· Enable associates to introduce other appropriate products & services to customers

· Strengthen customer loyalty

Available Courses

  • Improve Revenue Through Customer Centric Service

    Course #1
    Adaptability is key in today’s working environment. Associates are expected to be agile, often having to do cross-functional work at short notice. In order to wear numerous hats which allows associates to live up to customer expectations, they are required to have knowledge of different job functions, while building soft skills simultaneously.

    The key to establishing a successful customer-centric service culture is to ensure that team members believe in and embrace the organisation’s missions, vision, and values.

    Customers are comforted and impressed by associates that present as confident, motivated, knowledgeable, and professional. This leads to higher levels of customer satisfaction, improved sales revenue performance, greater teamwork, and the ability to work cohesively.

    This course will arm associates with the right skills to:

    · Execute a high level of customer-centric service in a variety of situations

    · Adaptability in challenging scenarios

    · Enhanced selling skills

    · The right mindset to excel in service

    Duration: 2 days

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  • Revenue Enhancement Through Service Excellence Program For Hotel Operations

    Course #2

    In Hotel Operations, sales and marketing activities aim to bring in target clientele for the hotel. In collaboration with this, once the hotel has successfully acquired such clientele, frontline operations associates ensure that service delivery lives up to customer expectations, based on the hotel’s promises.

    During their interactions with guests, frontline associates have the greatest influence on customers with regards to their expectations throughout their journey, which may improve their visit. This can be achieved through a deep understanding of a guest’s requirements, which in turn will result in greater customer satisfaction and enhanced revenue for the business.

    This course is most suitable for the following frontline operations associates:

    · Front Office

    · Reservation

    · Food & Beverage

    · Wellness & Spa

    Duration: 2 days per department

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  • Be Successful In Retail Sales

    Course #3

    Retail sales can be a highly rewarding career, in terms of both income and job satisfaction. However, retail sales associates are often not given due respect. Many times, associates themselves do not regard sales as a profession that is worthy of being pursued as a career.

    Aside from having ample product knowledge, retail associates need to be equipped with a variety of skills and good EQ competency in order to perform well in their roles.

    This course aims to boost the morale of participating retail sales associates. The skills and knowledge they gain will enable them to achieve a higher success rate when closing sales, with livelier customer engagement by:

    · Improving communication

    · Honing customer service skills

    · Working on selling techniques

    · Handling objection

    Duration: 2 days

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