Hi,
繼續之前的故事...
買了有問題東西，卻不能換，心中不快，致電顧客服務熱線，得來的是更大的不快！不知你有沒有發現，最沒有顧客服務的，很多時就是顧客服務部門的同事！
他們可能也很難做，每天照顧的就是有不滿的客人，對方當然不會十分客氣，兼且為免說錯，引來公司損失，每每重申著他們的『合理』條款或安排，但如果你是合理，而顧客卻在投訴，這即是意味著誰不合理呢？！
問問自己吧：你的任務是贏得顧客，還是講贏顧客？
Keith
Explore, Exceed & Excel
Monday, December 03, 2007
Customer Service: 貨物出門，恕不退換
Hi,
你會否接受賣方上述的藉口嗎?
相信很多人會異口同聲地說：不！
但香港現在仍有不少的零售業者以這樣的句語印在收據上或張貼於店內作為保護自己，但卻剝削顧客的擋箭牌，就算不談顧客服務，根據香港法例，只要貨品有問題，或購買過程中賣方的書面或口頭內容有失實陳述(Misrepresentation)，賣方的『貨物出門，恕不退換』免責條款已經無效。
我最近在一家知名零售商中買了點東西，回家後發現貨品並非如售貨員所述一樣，回去退換，但得來的竟是不能退換，致電其顧客服務熱線，更稱收據上已註明『貨物出門，恕不退換』云，這是什麼樣的顧客服務？
親愛的香港服務業界，要維護香港『購物天堂』的美譽，盡點力吧！
Keith
Explore, Exceed & Excel
註：本文並非法律意見，詳情請查詢相關法律專業人士
你會否接受賣方上述的藉口嗎?
相信很多人會異口同聲地說：不！
但香港現在仍有不少的零售業者以這樣的句語印在收據上或張貼於店內作為保護自己，但卻剝削顧客的擋箭牌，就算不談顧客服務，根據香港法例，只要貨品有問題，或購買過程中賣方的書面或口頭內容有失實陳述(Misrepresentation)，賣方的『貨物出門，恕不退換』免責條款已經無效。
我最近在一家知名零售商中買了點東西，回家後發現貨品並非如售貨員所述一樣，回去退換，但得來的竟是不能退換，致電其顧客服務熱線，更稱收據上已註明『貨物出門，恕不退換』云，這是什麼樣的顧客服務？
親愛的香港服務業界，要維護香港『購物天堂』的美譽，盡點力吧！
Keith
Explore, Exceed & Excel
註：本文並非法律意見，詳情請查詢相關法律專業人士
NLP: 2 Matrix in Your Mind
Hi,
The Trilogy of the Matrix Movies provides us a great insight: We are all living in a Matrix. It is NOT Real!
It is not "We" controlling ourselves but our Matrix of Thoughts controlling us! A Matrix causes us confusion as there are layers and layers of stuff there interlinking and interacting.
Even worse, there are more than ONE Matrix in our Mind. There are 2 Matrix there!
1. The Matrix of our Thoughts & Feelings. That's our Inner World (腦內世界). Our thoughts and feelings are the distorted, deleted and generalized version of the Outer World of Reality, i.e. they are not reality.
Furthermore, we do not just think or feel. We think our thoughts, we feel our feelings, we think our feelings and we feel our thoughts and which in turn creating even more unreal thoughts and feelings! It is a Matrix!
2. The Matrix of our Beliefs, Values & Rules (our Filters). It is our Filters that distort, delete and generalize the Outer World of Reality into our Inner World of Unreal Thoughts and Feelings.
Individual Belief, Value, & Rule do not exists independently. They influence each others to create even more Filters. Our Values influence our selection of Beliefs and Rules under different situations. They also create our Beliefs and Rules. Our Beliefs and Rules interacts to form more Beliefs and Rules.
Furthermore, our Beliefs and Rules interpret the Reality to form Experience, which in turn alters existing or create new Beliefs and Rules. They also affect our States, which influence our selection of Beliefs and Rules to apply.
This complex system of Filters distorts, deletes and generalizes our Matrix of Thoughts & Feelings to a even greater extent. It is a Matrix!
The whole idea of NLP is to Catch our Matrix. Identity them, verify them and change them consciously in order to make ourselves Living Consciously!
To catch our Matrix, we need to stand above and beyond them, or we are living unconsciously inside our own Matrix!
That is the ultimate meaning of "Meta"!
Keith
Explore, Exceed & Excel
The Trilogy of the Matrix Movies provides us a great insight: We are all living in a Matrix. It is NOT Real!
It is not "We" controlling ourselves but our Matrix of Thoughts controlling us! A Matrix causes us confusion as there are layers and layers of stuff there interlinking and interacting.
Even worse, there are more than ONE Matrix in our Mind. There are 2 Matrix there!
1. The Matrix of our Thoughts & Feelings. That's our Inner World (腦內世界). Our thoughts and feelings are the distorted, deleted and generalized version of the Outer World of Reality, i.e. they are not reality.
Furthermore, we do not just think or feel. We think our thoughts, we feel our feelings, we think our feelings and we feel our thoughts and which in turn creating even more unreal thoughts and feelings! It is a Matrix!
2. The Matrix of our Beliefs, Values & Rules (our Filters). It is our Filters that distort, delete and generalize the Outer World of Reality into our Inner World of Unreal Thoughts and Feelings.
Individual Belief, Value, & Rule do not exists independently. They influence each others to create even more Filters. Our Values influence our selection of Beliefs and Rules under different situations. They also create our Beliefs and Rules. Our Beliefs and Rules interacts to form more Beliefs and Rules.
Furthermore, our Beliefs and Rules interpret the Reality to form Experience, which in turn alters existing or create new Beliefs and Rules. They also affect our States, which influence our selection of Beliefs and Rules to apply.
This complex system of Filters distorts, deletes and generalizes our Matrix of Thoughts & Feelings to a even greater extent. It is a Matrix!
The whole idea of NLP is to Catch our Matrix. Identity them, verify them and change them consciously in order to make ourselves Living Consciously!
To catch our Matrix, we need to stand above and beyond them, or we are living unconsciously inside our own Matrix!
That is the ultimate meaning of "Meta"!
Keith
Explore, Exceed & Excel
NLP: Options and Choices
Hi,
One of the most important NLP Presuppositions is: the more choices you have, the more successful you can be.
But what is Choice?
Choices are not something that offered by the Outer World. They are just Options. When you understand what are really happening outside and how things happen, you can create your own Choices.
Options are Outside and Choices are Inside your mind! Understanding is the process of making your Inner World of your Thoughts and Feelings "nearer" to the Outer World of Reality.
In the Movie, the Matrix, Oracle once said: You can't see beyond your choices that you don't understand.
The more Options you have, you become confused. The more Choices you have, you become flexible!
Keith
Explore, Exceed & Excel
One of the most important NLP Presuppositions is: the more choices you have, the more successful you can be.
But what is Choice?
Choices are not something that offered by the Outer World. They are just Options. When you understand what are really happening outside and how things happen, you can create your own Choices.
Options are Outside and Choices are Inside your mind! Understanding is the process of making your Inner World of your Thoughts and Feelings "nearer" to the Outer World of Reality.
In the Movie, the Matrix, Oracle once said: You can't see beyond your choices that you don't understand.
The more Options you have, you become confused. The more Choices you have, you become flexible!
Keith
Explore, Exceed & Excel
My Point of View: 取捨
Hi,
在家裡工作室的桌面電腦壞了，特地走訪電腦廣場，本想重購一台，但想深一點，現在還買桌面電腦？
複雜的配置、困難的維修，沒有機動性，這全都是不買的原因。
相宜的價格、具擴充性、可配合大Monitor令自己看得更舒適，這全都是要買的原因。
不知如何取捨之際，猛然發現自己正在考慮一大堆不是重點的因素，那當然難於決定；重點在於我家工作桌只有丁方四呎，每天工作時必須左閃右避，那還考慮什麼？
找不著重點，只會盲目亂想，不斷拖延！
最後買了一台17吋屏幕的手提電腦。
Keith
Explore, Exceed & Excel
在家裡工作室的桌面電腦壞了，特地走訪電腦廣場，本想重購一台，但想深一點，現在還買桌面電腦？
複雜的配置、困難的維修，沒有機動性，這全都是不買的原因。
相宜的價格、具擴充性、可配合大Monitor令自己看得更舒適，這全都是要買的原因。
不知如何取捨之際，猛然發現自己正在考慮一大堆不是重點的因素，那當然難於決定；重點在於我家工作桌只有丁方四呎，每天工作時必須左閃右避，那還考慮什麼？
找不著重點，只會盲目亂想，不斷拖延！
最後買了一台17吋屏幕的手提電腦。
Keith
Explore, Exceed & Excel
Thursday, November 29, 2007
Concepts 101 Part 13: Goal
Hi,
There are 3 kinds of "Wants", i.e. Goals, Purposes and Dreams.
All 3 are essential as Success is defined as getting what you want. If you don't know what you want, success will never come, no matter how eager and hardworking you are!
Let's start with Goal.
Many people know about SMART Goals. SMART Goals are Specific (i.e. What), Measurable (i.e. What), Achievable (i.e. How), Realistic (i.e. How) and Timed (i.e. When).
But there is no Non-SMART Goal! If it is a goal, it must be SMART, or it is a Purpose or a Dream. If you do not know the "What", "How" and "When" of what you want, how can it be a goal?
It is very OK to dream. But one must then work it into Purpose and then Goals in order to actualize your Dreams.
Dreams can be of any time-frame. It can be as short-termed as an hour, mid-termed as months or years, or as long-termed as decades. But in today's ever-changing world, long-termed goals can be quite meaningless.
Dreams are your destinations while Goals are your landmarks to your Dreams.
Keith
Explore, Exceed & Excel
There are 3 kinds of "Wants", i.e. Goals, Purposes and Dreams.
All 3 are essential as Success is defined as getting what you want. If you don't know what you want, success will never come, no matter how eager and hardworking you are!
Let's start with Goal.
Many people know about SMART Goals. SMART Goals are Specific (i.e. What), Measurable (i.e. What), Achievable (i.e. How), Realistic (i.e. How) and Timed (i.e. When).
But there is no Non-SMART Goal! If it is a goal, it must be SMART, or it is a Purpose or a Dream. If you do not know the "What", "How" and "When" of what you want, how can it be a goal?
It is very OK to dream. But one must then work it into Purpose and then Goals in order to actualize your Dreams.
Dreams can be of any time-frame. It can be as short-termed as an hour, mid-termed as months or years, or as long-termed as decades. But in today's ever-changing world, long-termed goals can be quite meaningless.
Dreams are your destinations while Goals are your landmarks to your Dreams.
Keith
Explore, Exceed & Excel
Announcement: Exam Results of RCC 2007
Hi,
There are 58 classmates attending this year's Registered Corporate Coach Program of the Worldwide Association of Business Coaches.
The passing rate is as high as 97% this year - a Great Class!!!
What makes me feeling more than happy is that there are 20 classmates scoring 100% in their examination, i.e. 34%.
Below please find a list of classmates who score 100%.
Chan Suk Yin
Arvin Chan
Elvin Kan
Kwong Suet Hing
Lam Yan Yee
Lee Ka Fai
Leung Yin Ming
Li Wah Ling
Maria So
Pun Kam Chung
She King Chi
Tse Pui Hong
Eliza Wong
Winnie Wong
Wong Wai Yue
Yiu Yau Ning
Chan Mei Wah
Tsui Lou Yee
Kwan Chi Ning
Lau Chun Kok
Congratulation to all of you. HKPC will inform you the result very soon. (once I check all your assignments)
Keith
Explore, Exceed & Excel
There are 58 classmates attending this year's Registered Corporate Coach Program of the Worldwide Association of Business Coaches.
The passing rate is as high as 97% this year - a Great Class!!!
What makes me feeling more than happy is that there are 20 classmates scoring 100% in their examination, i.e. 34%.
Below please find a list of classmates who score 100%.
Chan Suk Yin
Arvin Chan
Elvin Kan
Kwong Suet Hing
Lam Yan Yee
Lee Ka Fai
Leung Yin Ming
Li Wah Ling
Maria So
Pun Kam Chung
She King Chi
Tse Pui Hong
Eliza Wong
Winnie Wong
Wong Wai Yue
Yiu Yau Ning
Chan Mei Wah
Tsui Lou Yee
Kwan Chi Ning
Lau Chun Kok
Congratulation to all of you. HKPC will inform you the result very soon. (once I check all your assignments)
Keith
Explore, Exceed & Excel
Saturday, November 24, 2007
Top 5 Tips: Top 5 Tips to Facilitate Creativity from Groups
Hi,
You need and want to have creativity from your team because you can't expect new ideas just from yourself. Collective intelligence is much better than a single mind.
1. Focus on Possibilities. Never focus on your problems and barriers. They are important but they won't lead you to any new ideas.
2. Encourage, not Push. People opens their mind when they feel secure and safe. Don't push.
3. Appreciate Others' Contributions. No matter how useless the idea is, appreciate others' effort in producing it and voicing it out. This motivates others to create more!
4. Suspend your Judgments. All good ideas at their initial stage will not look great. Some are insane and some are impractical. It is our job to make them sensible and practical afterward.
5. Make it Fun for Everybody! Don't be too serious. An environment with fun encourages people to create more.
Keith
Explore, Exceed & Excel
You need and want to have creativity from your team because you can't expect new ideas just from yourself. Collective intelligence is much better than a single mind.
1. Focus on Possibilities. Never focus on your problems and barriers. They are important but they won't lead you to any new ideas.
2. Encourage, not Push. People opens their mind when they feel secure and safe. Don't push.
3. Appreciate Others' Contributions. No matter how useless the idea is, appreciate others' effort in producing it and voicing it out. This motivates others to create more!
4. Suspend your Judgments. All good ideas at their initial stage will not look great. Some are insane and some are impractical. It is our job to make them sensible and practical afterward.
5. Make it Fun for Everybody! Don't be too serious. An environment with fun encourages people to create more.
Keith
Explore, Exceed & Excel
我的觀點極短篇: 原創難求
Hi,
原創難求！
為何難求？在於低成本抄襲及誤解了分享。
當只需抄襲、無需自行思維，為什麼要花時間、精神創作？
當以為把他人的東西無條件分發給朋友，而不是把自己的成果送給別人，就以為是分享(分贓才對!)，那還有誰願意創作？
我們要跑羸，就需更多原創！
Keith
Explore, Exceed & Excel
原創難求！
為何難求？在於低成本抄襲及誤解了分享。
當只需抄襲、無需自行思維，為什麼要花時間、精神創作？
當以為把他人的東西無條件分發給朋友，而不是把自己的成果送給別人，就以為是分享(分贓才對!)，那還有誰願意創作？
我們要跑羸，就需更多原創！
Keith
Explore, Exceed & Excel
NLP: The Most Important Concept and Skill of NLP
Hi,
According to myself, the most important concept and skill must be Meta-Model. This is the very first model of NLP and it is also the very core of NLP!
If there were no Meta-Model, NLP did not exist at all!
Meta-Model is used to uncover the Deeper Structure of thinking beneath the Surface Structure of Communication. This helps to identify any misunderstanding in thinking and communication.
The Surface Structure is the content of our thinking and communication after being filtered by our values, beliefs and rules. Not much is left behind. However, these simplified information of the Surface Structure making thinking and communication simper, easier and possible. We just can't think and talk in every single details. This will overload our and others' minds!
The value of Meta-Model is NOT its application in clarifying misunderstandings. Unless you are a detective or a therapist, we seldom use Meta-Model with ourselves and others. It breaks rapport instantly and seriously. Surface Structure is our "normal" communication while Deep Structure is totally abnormal!
Then why is Meta-Model so important?
In order to use Meta-Model effectively, one must be at his/her Meta-Position (i.e. perceiving and thinking above and beyond). When we are in our Meta-Position, we can see more and think clearly. We are outside the "Matrix" of our thinking and environmental influences!
Practicing Meta-Model trains us being able to "go meta" under even the most stressful and confused situation, when a clear mind is most desirable and essential. "Going Meta" is just an impossible skill without practice. The best practice is to practice Meta-Model.
The very basic qualification of a NLP Trainer is not his/her certificate(s). It is too easy to get one nowadays. The basic requirement are the ability to "Think on his/her Feet" and to remain calm and humorous under any situation in class. (Why humorous? One can only be humorous when one can see something different from "normal". You cannot "prepare" and "practice" your "humor" beforehand. Genuine humor is simultaneous and instant.)
Only when one is in the Meta-Position, one has all the above abilities.
The major outcome of learning NLP is NOT to be more persuasive or being excellent. These are the secondary gains only. We learn NLP to make our Inside World nearer to the Outside World, i.e. perceiving, thinking, acting more realistically.
Only when one is in the Meta-Position, one can perceive, think and act more realistically.
Practice your Meta-Model!
Keith
Explore, Exceed & Excel
According to myself, the most important concept and skill must be Meta-Model. This is the very first model of NLP and it is also the very core of NLP!
If there were no Meta-Model, NLP did not exist at all!
Meta-Model is used to uncover the Deeper Structure of thinking beneath the Surface Structure of Communication. This helps to identify any misunderstanding in thinking and communication.
The Surface Structure is the content of our thinking and communication after being filtered by our values, beliefs and rules. Not much is left behind. However, these simplified information of the Surface Structure making thinking and communication simper, easier and possible. We just can't think and talk in every single details. This will overload our and others' minds!
The value of Meta-Model is NOT its application in clarifying misunderstandings. Unless you are a detective or a therapist, we seldom use Meta-Model with ourselves and others. It breaks rapport instantly and seriously. Surface Structure is our "normal" communication while Deep Structure is totally abnormal!
Then why is Meta-Model so important?
In order to use Meta-Model effectively, one must be at his/her Meta-Position (i.e. perceiving and thinking above and beyond). When we are in our Meta-Position, we can see more and think clearly. We are outside the "Matrix" of our thinking and environmental influences!
Practicing Meta-Model trains us being able to "go meta" under even the most stressful and confused situation, when a clear mind is most desirable and essential. "Going Meta" is just an impossible skill without practice. The best practice is to practice Meta-Model.
The very basic qualification of a NLP Trainer is not his/her certificate(s). It is too easy to get one nowadays. The basic requirement are the ability to "Think on his/her Feet" and to remain calm and humorous under any situation in class. (Why humorous? One can only be humorous when one can see something different from "normal". You cannot "prepare" and "practice" your "humor" beforehand. Genuine humor is simultaneous and instant.)
Only when one is in the Meta-Position, one has all the above abilities.
The major outcome of learning NLP is NOT to be more persuasive or being excellent. These are the secondary gains only. We learn NLP to make our Inside World nearer to the Outside World, i.e. perceiving, thinking, acting more realistically.
Only when one is in the Meta-Position, one can perceive, think and act more realistically.
Practice your Meta-Model!
Keith
Explore, Exceed & Excel
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