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Sun Tzu Service Power

Sun Tzu was a 500 BCE Chinese general, military strategist, and author of The Art of War, an immensely influential ancient Chinese book on military strategy. Many great leaders like Margaret Thatcher and Ronald Reagan studied his work and became legendary leaders. Many corporate leaders paid thousands of dollars to attend courses to learn Sun Tzu secrets.

We believe that you too can learn master Sun Tzu secrets and apply them to your work easily.

How does this military classic apply to your CUSTOMER SERVICE?

1. To 'win without fighting’ in customer service is to serve your customers wholeheartedly and yet you never feel that you are serving at all. This is because you have made 'service to others’ as your highest purpose. Because of this, your every little action of is about putting customers first, and such attitude in turn wins more referrals and repeat business and makes all customers loyal

2. Many of Sun Tzu’s concepts, notably, ‘Know Yourself Know Others’, 'Always leverage on local resources’ and 'Take the entire nation intact’ are often applied in everyday service.

In this one-day high impact course, we put this complex 5,900-words ancient Chinese military classic in simple and modern way. Filled with stories, entertaining video clips, exercises, group discussions and role play, this course will leave you with many memories of valuable lessons for years to come.

Whether you are now serving customers front-line or looking after customers on the phone and on the web, come for this course if you too want to get ahead of your peers.

Objective

To equip the team of customer service personnel with the strategies and tactics to upgrade their service standards so as to serve from the heart and create raving fans

At the end of this One-day course "Sun Tzu Service Power", participants will achieve the following outcomes:

1. Know what is the "Art of War" as written by Sun Tzu and its secrets
2. Identify the 5 Elements of the Art of War and how does it apply to their work;
3. Understand the importance of 'Service To Others as the Highest Purpose’ in fulfilling the Dao of Sun Tzu
4. Know how to 'Know Yourself Know Others’ and apply it to serving your customers
5. Identify the various types of difficult customers and how to handle them using Sun Tzu tactics
6. Know how to apply key stratagems from "The 36 Stratagems" to their daily work
7. Learn how to perform Service Recovery from using Sun Tzu 4 Stage Strategy
8. Be motivated and inspired by Sun Tzu’s teachings to take action to become a better service provider

Outline

Who should attend

Anyone who has to deal with either internal or external customers.

Methodology

Testimonials

AndyTheCoach has use Sun Tzu Art of War and 36 Stratagems to apply in customer service. I like the part on Besiege Wei to Save Zhao and Kill with a Borrowed Knife
Andrew Tan, CFO, Visa International Pte Ltd

Very inspirational. I enjoyed the movie clips with the right messages driven. Thanks AndyTheCoach at www.asiatrainers.com
Eileen Quek, Operations Manager, Knight Frank Estate Management

Today's training by AndyTheCoach on Sun Tzu Art of War on customer service lets me know what I do not know, especially the part on knowing people. I like the use of the 5 elements, especially the use of positioning
Dr Sangeeta Biswas, Managing Director, Ayu Herba Pte Ltd

Andy Ng has given us good ideas on customer service using very practical ideas passed from 2,500 years - Sun Zi Art of War and 36 Stratagems. I enjoyed every minute of his course.
Personal Attendant

- Learnt a lot from the course, our own mindset must changed
- Activities is fun
- Trainer is enjoying, knowledgeable and explains well ( Singapore Polytechnic) - Very relevant to my work - Achieve its objective - Very well versed especially in Chinese traditions and cultures
( Singapore Police Force)

- Victory is the only option when assigned a project
- Engaging Examples provided to illustrate key and concepts conveyed
( SkillsFuture Singapore)

Profile of Andy Ng

Master Business Coach and Trainer

Speaker, Trainer, Author, Coach and Presenter Andy Ng combines 36 years of work experience, all with the passion to help transform lives with training and coaching

Andy graduates from National University of Singapore with an Honours Degree in Accountancy (Bacc) in 1988. He also has a MBA from Heroit-Watt University of Scotland, United Kingdom, in the year 2000.

From 1997 to 2000, Andy was the Director of Finance, Human Resource and Administration of the world’s 5th largest network equipment manufacturer, Allied Telesis (Asia) Pte Ltd. Andy also has experience in management consulting at KPMG Consulting, audit experience in Deloitte & Touche and in the financial industry in JP Morgan Chase and DBS Vickers Securities.

From May 2001, Andy left his corporate job to become full-time in training and coaching. He was the Singapore licensee of ActonCOACH, the world’s number one business coaching team, in the period 2001-2006. Andy went on to establish his own training and coaching firm Asia Coaching Training from 2006 till now.

The training topics that Andy specialised in include Finance, Leadership, Management, Employee Effectiveness, WeChat and Personal Development. The top 10 most popular course of Andy include How to Be a Better Manager, Sun Tzu Art of War, Financial Intelligence, Cash Flow Success, High Value Employees, Take Charge and Lead, 3 Kingdoms Strategies, 35 Stratagems, Communicate with Power and Successful Sales Strategies.

The few hundred companies that have engaged Andy for in-house training include Singtel, Singapore Power, OCBC Bank, Singapore Polytechnic, Ngee Ann Polytechnic, Siemens, Infineon, NTU Alumni, CPA Australia, Singapore University of Technology and Design, AIA, and many medium and small enterprises, plus non-profit organizations including Lions Club of Singapore, The Salvation Army and Guan Yin Temple at Waterloo Street.

Andy’s training style is always fun, interactive, light-hearted and use lots of videos to illustrate the concepts. He also incorporates games and exercises like lifting people with just 2 fingers, LEVERAGE Board Game, Cash Flow board game, Give it All Dance, Karaoke singing and many others.


At home, Andy has 3 grown-up children. His wife is the Senior HR Manager at YTL Power Seraya and Geneco Electricity. In the community, Andy has been a member of Lions Club of Singapore Beverly Hills since 2004, and has served as Club President, and District cabinet officers over the years. Andy is also a committee member of the Association of Professional Trainers (APTS). He also volunteered in Kwong Wai Siew Hospital, Lions Befrienders, Lions Home for the Elders and other organizations as and when needed.