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E SUN HOSPITALITY CONSULTANCY MSIA S/B HQ : 24-4 Jalan 14/22, 46100 Petaling Jaya, Selangor, Malaysia TEL: +603 7954 9270 FAX +603 7954 9269 Email: training@ eshoc.com
URL www.eshoc.com SMS: +6012 6755 327
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TABLE OF CONTENTS
E Sun Company Profile (2)
Why E-Sun is your preferred choice (3)
A. FUNDAMENTAL OF BANKING (4)
Strategy into Banking Basic
Modern & Global Banking System Basics
Finance & Accounting for Non Finance
Master KYC : Money Matters
Marketing Master Team
B. EFFECTIVE COMMUNICATION (5)
C. INSURANCE SERVICE PROFESSIONAL EXCELLENCE (6)
D. THE CUSTOMER (7)
E. SUPER SALES (8)
F. RETENTION (10)
G. FINANCIAL PLANNING (10)
H. MIRACLE CAMPS (13)
I. OUR MALAYSIAN CORPORATE, INSTITUTE & GOVERNMENT CLIENTS (14)
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Arun Dorasamy, CEO
Greetings from CEO
E Sun Hospitality Consultancy Malaysia
E SUN TRAINING WING merely provides in-depth management training, state of the art system analysis, cutting edge ideas and innovative concepts for
INSTITUITION operator,We are based in a satellite city of Petaling Jaya in the Metropolitan of Kuala Lumpur, Malaysia.
E SUN TRAINING WING extends unique consulting and training ideas for education base establishments with innovative training. Our consultants have
combined more than a century hands on experience in the field from every level of education professional. Our views and consultations are multi angled, as
we know a successful educational operation depends upon sound business decisions, clear concept, direct vision, trained employees, targeted marketing
and students’ absolute satisfaction.
E SUN TRAINING WING quest for innovation and exploration of newer and better knowledge and practices reflects upon our new sets of training on GREEN
Concept and LEAN Management Ideas for Institution. GREEN Concept is a global direction of future way of doing business. Malaysia will not and should be
left behind.
E SUN TRAINING WING would like to extend our expertise to better equip your institution and its team to grow even further to face ever growing
competition and to balance CSR towards EDUCATION INDUSTRY.
E SUN TRAINING WING is changing the very nature of training rendered in Malaysia and globally.
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It is Experience and solutional based syllabus.
At least 10 years industry experienced trainers ONLY.
Innovative American base approach & concepts ; We Customize the syllabus
100% Money Back Guaranteed or Free Training Session: If the Participant weren’t satisfied with the program:
Interactive and FUN Learning base trainings
Non-Conventional Mind set Training
Training is done in 3 different continent : North American (USA), Europe (UK & Norway) and Asia ( Msia & S’pore)
Multi-Lingual Trainers : English, Malays, Tamil.
10. Preferred Client Club: Does pay to be our client. We sponsor gifts for employee incentive and development activities. Eg Flight tickets to Bali, Cambodia and etc. for employee of the month.
E SUN GLOBAL TRAINING
Experience Based Innovative
Money Back Guaranteed
Real Life Industry Based Trainers
Interactive & Fun Learning Methods
Preferred Client Club Methods
American School of Thoughts
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NO. TOPICS No. Of Days Information Remarks
A. FUNDAMENTALS OF INSURANCE PROFESSIONAL
1. STRATEGY INTO PROFESSIONALS Introduction to professional, What is banking and why it is important Commonly used professional terms Grooming – Presentation – Character
2 Days
2.
FINANCE & ACCOUNTING FOR NON-FINANCE Intro to finance and accounting for those not from finance background and computer software
2 Days
3.
MASTER KYC : MONEY MATTERS( know your customer) What is KYC? Importance of KYC What is money laundering? How to over come money laundering in banking sector? Factors leading to money laundering Effective Profiling for Better Understanding and Preparation
2 Days
4.
MARKETING MASTER TEAM – SILENT MARKETING Marketing Concept for different target group Guaranteed Work Concepts Multi Angle Attack Bonding/lifestyle marketing, Science and Techniques more
2 Days
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B. EFFECTIVE COMMUNICATION
1. COMMUNICATION AS THE TEAM TOOL INFORMATION EXCHANGE INTERNALLY What is communication and its types Importance of effective communication Road Blocks for effective communication
2 Days
2.
INSURANCE BUSINESS ENGLISH Understanding the world’s corporate language English will enhance services and communication at every level. Malaysia yet to reach the level of command to complete globally. English is the first step.
Services
3.
GLOBAL CORPORATE COMMUNICATION SKILLS Communication is imperative in all organization and it is the single most costly affairs for companies if they fail to improve.
2 Days
5.
MEDIATION FOR MANAGEMENT :CONFLICT RESOLUTION What is conflict and how it affects the effective communication. How to avoid conflict with colleagues and customers
1 Days
6.
COUNTER SERVICE LISTENING & UNDERSTANDING COMMUNICATION Types of Listening Differentiation of hearing and listening What is effective listening Difference b/w listening and hearing
2 Days
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7.
ELECTRONIC & NEW EDGE SUPER COMMUNICATION Facebook – Linked In – Tweeter – Emails - Etc
2 Days
8.
TELEPHONE AND BUSINESS ETIQUETTE What is Etiquette? How it helps? Good and bad telephone Etiquette How it helps the business Do’s and Don’ts
2 Days
C. INSURANCE SERVICE PROFESSIONAL EXCELLENCE
1.
TREAT ME THE WAY YOU WOULD LIKE TO BE TREATED What is service? Factors involved in serving the customer Important tools to remember What is Service Excellence How it helps Us and customers Important things to remember
1 Day
2.
SERVICE PLEASE Different types of Service How different is customer service from others Different types of customer service Importance of customer service Things affect the customer service Things affect the Service Excellence Important things to remember about customer service
2 Days
3.
FUNDAMENTALS OF CUSTOMER SERVICE & CUSTOMER SERVICE EXCELLENCE PSYCHOLOGY
1 Day
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4.
TECHNICALLY CUSTOMER SUPER SERVICE TEAM Explanation Reason for customer service Why its important in today’s society Good and Bad customer service How to change from bad to good Can do Attitude
2 Days
D. THE CUSTOMER
1. Mastering Customer Behavior With Fundamentals Who is the Customer? Types of customers What does it mean customer in banking term Customer and non-customers and their importance. Internal and External customer
1 Day
2.
Caring Customer Communication : CRM Getting a complaint or even compliment must be managed wisely and the information must be used diligently to improve and more customer. The Management of this concept is an integral part CRM.
2 Days
3.
Managing, Mastering And Learning Customer Complains & Compliments What is complaint? Why do people complaint? How complaints are good for the banking industry. How to change it from complaint to a compliment. Complaint Handling. How to say Yes instead of No. Positive Attitude
2 Days
Must do
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4.
Lear Approach A method to change the irate customer to a happy customer.
1 Day
** New **
5.
Effective Customer Bonding What is rapport building and its importance Do’s and Don’ts in rapport building When and how to do Rapport building? Cultural differences in rapport building
1 Day
6.
Managing COMPLIMENT/COMPLAINTS What is compliment? Importance of compliment How to acknowledge the compliment. Do’s and Don’ts of compliment
1 Day
E. SUPER SALES
1. BASIC FUNDAMENTALS OF SALES FOR NON-SALES DEPARTMENTS What is a sale? Why do we sell? Whom can we sell? When to sell? Different types and methods of selling.
2 Days
Updated
2.
SELLING OR TELLING : 3 GOLDEN RULES AIDA (attention, interest, desire, action) LEAR (listening, empathy, asking questions, responding) Use "what" questions
1 Day
** New: Popular**
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3.
CLEARING DOUBTS & CLOSING DEALS: DONALD TRIUMPH APPROACH Why selling the products properly is important. What is right and miss selling? How this does affects the business? What is selling them properly What is need based sale?
1 Day
2 Days
4.
HOW IMPRESSED WITH PRODUCTS : KNOWING THE COMPETITION
1 Day
5.
HOW TO HAVE SALES AND SERVICE HAND IN HAND?
6.
MARKETING & ADVERTISING CONCEPTUAL APPROACHES FOR BANKS
2 Days
7.
ELEMENTS OF SUCCESSFUL TELEPHONE SELLING Things to do and remember before calling the customer Follow the call guidelines When to do follow-up calls Offer something special to the customer Often explain how important their business is to us. Avoid making mistake. If mistake’s made accept it.
2 Days / Services
8.
WHY PRE AND POST SALE SERVICE IS VERY IMPORTANT? This would help the customer to have confident about the product. Winning the customer trust is very important for selling. How to win customer confidence pre and post sale Why post sale service is very important
2 Days
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F. RETENTION
1. WHY RETENTION IS IMPORTANT What is retention? Why we need to retain customers? Methods of retaining the customer
1 Day
** New: Popular**
2.
THINGS TO REMEMBER : RETENTION Whom to retain whom not to retain How to retain the customer Taking feedback if unable to retain
1 Day
3.
LISTENING, THINKING, PLANNING AND DOING
1 Day
4.
FINDING THE RIGHT CUSTOMER TO RETAIN
1 Day
5.
INNOVATIVE APPROACH FOR RETAINING THE CUSTOMERS
1 Day
G. FINANCIAL PLANNING
1.
WHAT IS FINANCIAL PLANNING Explanation of financial planning? How it is different from other field Common factors involved in financial planning
1 Day
** New: Popular**
2.
BASIC FUNDAMENTALS OF FINANCIAL PLANNING
2 Days
** New: Popular**
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3.
FINANCIAL PLANNING FOR INTERNAL AND EXTERNAL CUSTOMER Why it’s important to internal and external customers.
1 Day
4.
WHY FINANCIAL PLANNING IS IMPORTANT
5.
MIND MATTERS Mind Mapping for Creativity Thinking Skill Critical and creative thinking is imperative in any field in handling the challenges and create innovation. The Art of Listening, Looking & understanding : Mind Science for Mind Conquer Listening, looking and understanding do not happen by chance. Sharpen and conquers the technique will ensure the learning process at highest and effective level. Mind Mapping for Doubling Speed Reading, Quick Learning and Understanding
2 Days
1 Day
1 Day
6.
COMPUTER SKILLS Mastering Microsoft Office Participants will expose complete with essential features of Excel, Word and Power Point.
2 Day
Microsoft Certified Trainers
7.
TEAM BUILDING – MIRACLE SERIES Miracle Team Building & Attitude Development Camp Miracle Team Building Workshop Miracle Professional Excellence
3 Days 2 NITES
2 Days 1 Nite
Signature Program
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8.
LEADERSHIP Corporate Core-Leadership & Managerial Culture by Concept Power Leadership by State & People’s Skill for High Performance Super Supervisors Skill – Lead the Crew Leaderships Consciousness By State : Status
1 Day 1 Day 1 Day 1 Day
New 2009 New 2009
Parliament MPS Training World Series
9.
SUPER SALES Building A Super Sales – Boot Camp Creating the super sales team with mind and soul to it take a major work. Boot camp would ensure they are given the tools, time and concept of working together and knowing the ways. Building A Super Sales Team Selling vs. Telling – Tele Reservation Super Skill of All Mastery Skill of Sales Negotiating and Deals Closing
3 Days 2 Night Boot Camp
2 Days or 1 Day
1 Day
1 Day
10.
OTHER SKILLS Time Management & Time Creation ; Mind Development Series Corporate Culture Complete Grooming & Business Etiquette The training is inclusive of dining, meeting, personality, dressing etiquette and etc. Grooming & Business Etiquette for MUSLIM Ladies :- Government Sectors
1 Day
2 Day
2 Day
Intellectual Property Series
Government/Corporate Muslim Ladies
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H. MIRACLE CAMPS
1. Miracle Train The Trainer Camp
3 D 2 N - camp 2 Days
** New: Popular**
2.
Miracle Mind-Set Change Camp
3 D 2 N - camp 2 Days
**New** Must Do
3.
Miracle Managerial Leadership Camp
3 D 2 N - camp 2 Days
**New: Popular**
4.
Miracle Team Building Camp
3 D 2 N - camp 2 Days
**New : Popular**
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Langkawi Mydin
Economic Planning
Council
UNIDO
MAHSA
Roti John
Raihan food
Industries
I. OUR MALAYSIAN CORPORATE, INSTITUTE & GOVERNMENT CLIENTS
Hill Station Cafe
JAKIM
Corus Hotel, Kl
Prescott
Hotel Klang
Eastin Hotel Royale Bintang
Mandarin Hotel Pan Pacific
Crystal Crown
Traders Hotels
Grand Dorsett
Seri Pacific Hotel
Dewan Bandaraya KL
KWSP
MOHR
Concorde Hotel
MBPJ
PSMB
Kings Hotel
One World Hotel
Melia Hotel
Hilton Hotels
Langkawi
Park Royal
Penang
Kuala Lumpur
Eastin Hotel
Unisel CQ Tech
Petaling Jaya
Community College College Olympia
KLMU
Institute Megatech
Lincoln College
Berjaya Times
Square
Amanah raya
BJ Automation
Center
Giant
Carrefour
Malaysian Indian
Business
Association Hotel Maya
GOPIO
MSU
Nawab Restaurant
Tradewinds
Corporation Berhad
My Rice
University Malaya
Akademi Latihan
Kebersihan dan
Keselamatan
Makanan
Chat Masala Klang
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OUR FOREIGN CORPORATE, INSTITUTE CLIENTS
Yayasan Strategic
Sosial
THISTLE
TAJ Hotel
Mount Road
ASTRO Malaysia Grand Hotel Oslo ING Insurance Paradise group Minnal FM
ISKANDAR INPENS
Kansas Beef
Council
Media Corp Jaya TV Le Meridien Chennai
