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Video clip: Jillian Mercer presenting at a Voice of the Student Master Class, Kuala Lumpur, 2009 

PHOTO: Jillian Mercer presenting Certificates to delegates, Jakarta 2004

DELIVERING IN ASIA

Mercer Management proudly continues to enjoy a positive working relationship with Frontiers in Knowledge International (http://www.fikintl.com). FiK, as they are known, operate out of Kuala Lumpur  with easy and excellent access to the whle of Asia. They serve businesses throughout Asia and the Middle-East.

Through FiK, Jillian Delivers two day intensive workshops on CCM (Customer Complaints Management), Voice of the Customer, and Complaints Management and the new ISO Standard 10002:2004. Since 2003, she has delivered in Singapore, Hong Kong, Kuala Lumpur, Jakarta, Manilla, Bangkok, Mumbai, Dubai, Shanghai, and Beijing.

Most recently she delivered two, two x day Master Class programs for higher education in Kuala Lumpur, on managing student complaints, and voice of the student: gaining actionable input from students.

The same two programs are to be delivered in Singapore in July.

PHOTO: All participants Kuala Lumpur 2005

QUALCON 2005

In October, 2005, Jillian Mercer addressed the Australian Organisation for Quality's Conference on Leadership, Quality Excellence. Her session title was, The Role of Customer Focus in Business Excellence: Measuring with SPIs. During the address she launched her ©fifty four SPIs (Service Performance Indicators) based on her ©Nine Rules of Great Customer Service. SPIs are purely related to service performance, are different than KPIs (Key Performance Indicators) and are:

• specific;
• stated in behavioural and outcomes terms;
• demonstrable;
• observable;
• quantifiable and qualifiable;
• measurable;
• actionable,;and,
• reportable.

SOCAP 2005

The theme for the October 2005 conference of the Society of Consumer Affairs Professionals was Eyes Wide Open: Building your Brand with Every Customer Contact. Jillian's address was The Customer from Hell: From Rage to Recovery.

Her contentious address raised much debate - particularly in a case study which demonstrated the notion of the "compounded complaint" (that is, a complaint embedded with many examples of failure to comply with the ©Nine Rules by one of Australia's Big Four banks). It was even referred to at the official dinner!

INTERCOIFFURE 2005 CONGRESS

Hair Today/Gone Tomorrow! Building Trust with your Customers was the theme of Jillian's address to the annual congress of Intercoiffure. Her session was sponsored by L'Oreal professional. The invitation-only Australian members of Intercoiffure are a select group of Hairdressers. The organisation was originally established by the French royal family so they would have a select group of salons to choose from wherever they travellled in the World.

It was great session with a group of passionate customer-service specialists who really understand the importance of gaining and maintaining trust with customers.

REAL ESTATE INSTITUTE OF WA - PROPERTY MANAGERS 2005

Home and Housed: The Nine Rules of Great Customer Service was the title of her address to 250 property managers from throughout Western Australia. The Conference title, Winds of Change put delegates in the mind that doing things differently to improve business is an important aspect of successful business practice.

ASIA 2005

Working with brokers based in Asia, JiIlian again had several fabulous opportunities to conduct two-day workshops in Philippines, Kuwait, Singapore, Mumbai and Kuala Lumpur. Topics delivered were: Customer Complaints Management and the New ISO 10002:2004 Standard; and, Voice of the Customer.

CHINA DECEMBER 2004

Jillian Mercer addressed a group of complaints management professionals for a two day conference on Managing Complaints Par Excellence. The conference was hosted by IBC Asia, and companies represented included BMW, China Zuellig Pharmaceutical, Lanka Bell, a Macau-based Telco, amongst others.

AUSTRADE IN CHINA

Whilst in Beijing and Gaungzhou, Jillian met with representatives of companies with the assistance of Austrade with the view to building her business in the People's Republic of China.

REIWA (EASTERN SUBURBS BRANCH)

Jillian Mercer addressed a group of 30 real estate agents on the ©Nine Rules of Great Customer Service in Real Estate. Delivered during a breakfast meeting, some great stories were told by the participants of ways they had saved the day for themselves and their customers when things went a bit wrong (like the wrong, very low price, advertised in the newspaper for a home open!).

AUSTRADE AND SMALL BUSINESS DEVELOPMENT SEMINAR

Jillian Mercer delivered to customers in both private and public sectors in the later months of 2004. In September she addressed some 80 people from Small Business in Western Australia on Your Ticket to Export for small businesses planning on exporting throughout the World. The session was sponsored and organised by the Federal Government of Australia's Austrade, and The Small Business Development Commission of Western Australia.

SMALL BUSINESS DEVELOPMENT HOME-BASED BUSINESS SEMINAR

Home-based business is one of the greatest areas of business growth in Australia. 150 people attended this seminar in 2004 to hear Jillian deliver a presentation on Making the Connection With Your Customers. People travelled from all over Western Australia to attend the seminar and network afterwards.

BRIGHTWATER CARE GROUP

Jillian steppped in at very short notice and delivered to 50 Senior Managers and Executives of the aged care facilities management group. Another speaker had been unable to attend a session to deliver on Enhancing Customer Service.

Jillian introduced her ©Nine Rules of Great Customer Service to the group to assist them understand that the service transaction is a complex and challenging aspect of any business. The group enjoyed the after-lunch super-short game on Being a Supply Chain! The game is always a great deal of fun - and a source of learning about internal customer service in any business.

QUALCON 2004

The highly successful Qualcon Conference for 2004 was conducted in Adelaide this year. Jillian Mercer presented on The Supply Chain: Managing Your Internal Customers. Based on application of the ©Nine Rules of Great Customer Service in internal service, the session was attended by people from many parts of the World who are passionate about Quality. They also enjoyed playing the supply chain game!