Eclipse Trainings Holistic Leadership

Holistic Leadership The Eclipse Holistic Leadership program is a unique training program
Teambuilding that encourages leaders to focus on themselves as individuals. This
Perfect Presentations seminar covers a wide variety of interesting and challenging subjects
Train the Trainer and focuses on areas such as cultural diversity, awareness, reflection,
Customer Service 101 creative thinking, corporate wellness, stress management and positive
Exceeding Expectations; affirmations.
an approach to Customer Teambuilding
Service
Suggestive Selling for the Sales Demonstrate the power of team work and effective communication
Professional with Eclipse Team building; a tailored program that takes the theory
Effective Complaints and puts into practice effective teamwork.
Management Quick, easy and interactive training that includes video debriefs
You as a Supervisor demonstrating obstructions to effective, efficient and productive peer
Problem Solving and performance evaluations.
Decision Making
Asian Influence Perfect Presentations
Interview Skills
Time Management Practice and master the art of presentations. Perfect Presentations
Six Thinking Hats guides participants with easy step by step checklists and proven
Mahana practices for creating perfect presentations for sales proposals,
trainings and general team meetings.
Eclipse Consulting
High Performance Cultures Train the Trainer
Needs Analysis
Service Audits There is a big difference between “knowing your stuff” and knowing
Mystery Shopper how to teach your stuff. Train the Trainer” coaches trainers to maxi-
mize training, concentrate on the benefits and the return on invest.

Train the Trainer focuses on the

fundamentals of training including:

• How to conduct needs assessments

• How to custom design training courses
• How to assess different personalities and then train based upon
learning styles
• How to enhance training and the learning experience
• How to conduct training evaluations

Colin has been training and facilitating in the world’s top hotels, re-
sorts, cruise ships and blue chip corporations for the last 18 years
helping them to reach their customer service goals and exceed their
customers expectations through quick , easy practical training that fo-
cus of achieving results.
 Customer Service 101 Eclipse Consulting
helps your organization:
The true face of any company is its customer service people. Nothing
is more important than training these teams in the art of customer Make correct diagnosis
service. Identify needs
Customer Service 101 gives practical techniques to enable employees Help answer those needs
to: Improve managerial performance
• Project positive attitudes and make great first impressions Achieve employee satisfaction
• Communicate effectively: both verbally and non-verbally Increase motivation
• Develop trust, establish rapport and make customers feel
appreciated YIELDS
• Confidently handle “difficult” customers and situations
• Interact effectively face-to-face, on the telephone and by Higher customer satisfaction
• e-mail Increased company revenue

Exceeding Expectations: An approach to customer service

Exceeding Expectations takes service training to the next level with a systematic
approach to exceeding the expectations of today’s smarter, more demanding and mobile customers.

Exceeding expectations covers the 5 fundamentals and “how to’s” of delivering memorable customer service
and exceeding customer expectations that keeps your customers coming back for more. It is 6 to 7 times
more expensiv e to prospect and turn prospects into new customers than to retain an existing customers.
You work hard toobtain customers; find out how to keep them!

Suggestive Selling for Sales Professionals

Does your sales team up-sell when they need to; or do they only up-sell when they want to? Need help
increasing revenues? Suggestive selling is a simple and effective approach to increasing sales from the
beginning of the customer service process through to the point of sale and follow-up. Join this course, we
will look at critical issues such as overcoming objections, high gain questions, gaining trust and confidence
of your customers, giving short and powerful sales presentations that have maximum impact. Discover the
gateway to achieve greater sales everyday.

Effective Complaints Management

Effective Complaints Management is an opportunity to look at the organizations most common complaints.
We have 7 steps we use to deal with them effectively to keep customers coming back. Effective Complaints
Management is essential training for hotels and resorts and all service outlets.

You as a Supervisor

Practical training that takes employees to the next level of management through an understanding of man-
aging oneself and managing others through planning, prioritizing, controlling, negotiating, delegation and
coaching and counseling.
Problem solving and Decision Making

Do the same problems occur over and over again? Do your employees find it difficult to solve problems?
Through the development of systematic and creative thinking skills employees will gain confidence to begin
analyzing information, generating alternative solutions and take ownership of problems.
Suitable for all levels and especially departmental teams.

Asian Influence

Asian influence is a comprehensive service training that emphasizes the art of “Asian service” as expected by
guests. With a focus on the guest cycle, recovering service and delivering internal guest service, this practical
training will enable employees to see what guests expect and how to deliver it.

Interviewing Skills

Recruiting new employees is not easy or cheap. Make the recruitment process easier by ensuring all employ-
ees understand what to look for and how to recruit leading to results that add to your organizations effec-
tiveness.
This training focuses on challenging perceptions through role-playing and case studies.
A must for any employee involved in the recruitment process.

Time Management

An effective course for all levels to focus on achieving results in a timely manner. This practical course takes
employee through the steps on planning and working effectively as well dealing with time interruptions.

Six Thinking Hats

Do you want to shorten meetings yet achieve decisions with minimal conflict while retaining structure and
creative expression?

Six Thinking Hats is an innovative course helps organizations and individuals streamline meetings,
minimize conflict, create a more structured meeting environment and encourage participation from all.

Ideal for all employees especially employees who participate in meetings and the decision making process.

Mahana

Mahana is a holistic training that focuses on professional achievement through spiritual development. This
is a challenging and dynamic course designed to help employees understand their purpose, talent and con-
tribution through the exploration of their energy, thought pattern and examination of life experiences.

Ideal for management retreats and general teambuilding.

Stress Management
During this eye opening course, explore the nature and causes of stress as well as understanding the effects
of stress in the work environment and the signs, symptoms and causes of stress. Develop effective strategies
for coping with stress both physically and mentally.

Butler Training
Eclipse Butler training is a highly effective course that will arm your butlers with a wide variety of skills that
will enable them to provide an all encompassing and surpassed level of service for your VIP guests.
This ten day workshop will cover subjects including:

• Butler Training • Communication the basics

• The essence of service • Points and pitfalls in conversations
• First impressions • Styles of tea
• Where do our guests come from • Body language
• Etiquette and manners • Coffee
• Shaking hands • Telephone manners
• Bowing and curtseying • The Phonetic alphabet
• Methods of address • Checking guest satisfaction
• Business cards • The art of the cigar
• Making introductions • Packing a suitcase
• Seating Guests • Difficult situations
• Beverages • Ironing
• Personal Conduct • How to enjoy champagne
• Caviar • The orchestration of fine eating experiences

All courses can be custom tailored for your organization . Contact us today!

colin@e-clipseconsulting.com
www.e-clipseconsulting.com
Thailand: +66 87 831 5246
Indonesia: +62 81 387 2559 98
Philippines: +63 90 624 1015 6