info@alphaeight.com | Tel: (852) 2302 0283 | Thinking Leadership

Q&A

What is your work challenge?

Q:
How do we ensure the best service quality to our customers in high turnover periods?

A:
A well known recreational club in Hong Kong has seen its most experienced staff leave for other companies for various reasons.  Upon asking alphaeight for advice, we executed a thorough evaluation and survey on its current staff.  After further consultation with the club’s Directors, we also included in our training on ensuring that every staff member realizing that he or she is critical to ensure top-quality service for every one of their members.

We delivered a customized 5-part training workshop in teamwork, understanding the difference in personalities and customer service for the staff and managers at the club.  After each workshop, they enjoyed their work more on a day-to-day basis; became more proactive in serving the club members’ needs and showed less conflict amongst the team than before.

Q:
How do we get a diverse workforce with various ethnic backgrounds and age differences engaged around our ever growing size in the region?

A:
One of the biggest airlines in the world with over 14000 employees in the region wanted to align the thinking and direction of older in-flight managers and the younger generation crew.  alphaeight was brought in to assess the type of training we can package to ensure that team development skills, empathy, cultural awareness and gen-x/gen-y elements will be covered in the half day training for over 700 of its managers.  Initial results from the on-going training modules are enormous improvement in awareness of how the other group thinks, what made them the way they are and greater appreciation and respect for each other.  This has lead to greater teamwork and harmony in the cabin crew environment and better overall service to their customers.

Q:
How do we make an already great business even better, without upsetting the balance
of what’s already working?

A:
One of the most traditional and prestigious 5 star hotels in Hong Kong with over 41 hotels worldwide has always provided their guests with great service.  With more gen-y employees joining the hotel and coming up with ideas to improve on how to serve guests better, there have been clashes with the older generation on whether to stick to the already successful models of service.  alphaeight was asked to tailor make a training programme for its management team on how to work more in sync with the newcomers, seeing the difference in how the gen-y customers value service in the 21st century, and how to tweak service levels from great to spectacular.  By instilling the notion in the training for the old-timers to be brave, try new methods and work better with other departments, they are able to enhance the customer experience to a higher level.

Q:
How do we effectively assess, develop and enhance the management skills
of our key talent?

A:
One of the largest banks in Australia is expanding rapidly in the Asia pacific by bringing in and employing a great number of new staff in a short period.  However, the bank wanted to enhance management training with their middle management in Hong Kong – to work better together and to fit into their overall strategy in the region.  At first, they thought of bringing trainers from Australia, and after consulting with alphaeight through focus groups and interviews with their staff, we were able to formulate a customized programme and workshop for the bank.

Initial responses have been very positive with departments working more in synergy and improvement in awareness, management styles and how their leadership skills will enhance their performance.