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First impressions are important, but it’s the lasting impression that truly matters – the lasting impression made through service excellence.
In an increasingly competitive, constantly changing world, creating the best possible experience for customers and consistently leaving them with a positive, memorable experience – a lasting impression – has never been more important.
In this book, you’ll get industry insights, real-life case studies, and proven strategies and techniques from Maya’s highly intensive and successful career to help you create a culture of service excellence and change the way you think about service forever.
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Maya elegantly blends recent changes in the service world with the proven psychology behind customer experience. In a voice that comes straight from her heart, Maya shares insightful stories from her own life and many relevant examples. If you are looking for a brand new way to uplift and upgrade your service, here it is. This book will change your views, and your actions, in the service industry forever.
Ron Kaufman
Learn how a simple girl from a small beach-side village in Lebanon had her dream come true and get opportunities she had never imagined existed
Dive deeper into the components that drive human behaviour, why people make the choices they do, and my philosophy of "changing the viewing by changing the doing"
Define how to measure service excellence, learn more about why customers are loyal to a brand, and how your current definitions and actions are contributing to it
Lay the groundwork to achieve lasting impressions: the framework for building a service workforce with the right traits and characteristics to exceed expectations
Explore how you can upgrade or up-skill yourself or others in your team to the rank of PRICER, someone who boosts and adds value to your service
Dive deeper into first impressions, how to make the best of them, how first impressions pave the way towards excellence, and why first impressions alone can't take you all the way
Learn about how appearances relate to your reputation, what is considered "enough", and how they contribute towards your brand in practice in the long run
Find out how to make your customers the heroes of your stories. Tailor, create, and learn simple gestures that take the service to a different level
Be prepared for the worst...master the right weapons for the right battles: psychological safety, recovery, and elevated skills and confidence
Master the 3 elements to make impressions last: consistency in service delivery, evoking memorable emotions, and ending on a sweet note, and understand your current performance
Find out how to achieve excellence with the world shifting to a new era: whether your service is virtual, involves social distancing, or otherwise. Put it all together for a roadmap to navigating this complex world and crafting unforgettable, enjoyable journeys.
Who want to make their programs impactful and engaging, so learning is reinforced until it sticks
To build a team who exemplifies the best qualities of service excellence needed to shine in today's world
Who want to build an entire service workforce with the right traits and characteristics
Who want to positively influence the thinking and feelings of others to gain a competitive advantage
Who want to embed a culture of service excellence across their entire organization's DNA
Who are looking for more than what typical training can provide to surprise and delight customers
Who want to gain the right mindset and create the right psychological environment to foster development
Who wants to take their level of service to the next level and be ready for bigger things, whatever position you are in!
Her unrelenting passion and drive for service excellence has always been a guiding light and at the heart of everything she does. Maya has a deep understanding of the link between service experience and business outcomes. She is able to translate this with clarity, whilst creating an encouraging and nurturing learning environment in her training delivery. Maya's genuine and authentic spirit for service inspires and ignites others.
Not only her powerful presence and positive energy made this session a success. She also managed to keep the participants engaged throughout the workshop with her great professionalism, knowledge, and experience. Maya created a dynamic and interactive atmosphere and valuable learnings for us all.
Her strategic thinking combined with her ability to preserve harmony in her professional relationships have earned her great respect at all levels in Emirates and Emaar. Maya's passion and compassion to continuous learning and professional development is highly evident; it had enormous contribution to moving EMAAR Retail and Entertainment Outlets to world-class operations. She never ceases to inspire and influence others at a personal and professional level.
Whenever I need support and advice, I make sure to reach out to her, as she is the best at it. She has been collaborating with my team for a couple of years, and on top of being a great Positive Psychology Coach, she is also an easy-going person with a great personality and amazing energy. I definitely recommend Maya!
...at all levels with her training and development programs. She is a committed professional who consistently delivers much better-than-expected results and is a great asset to our company
She has immense empathy but also a very level head to integrate organisational values, corporate, and commercial objectives. This makes Maya a very special HR-trainer-motivator leader: one with the ability to connect, excite and motivate, yet still have the soft skills of mentorship and coaching all towards a common shared set of values.
She brings an innovative and fun approach to learning about coaching, as well as providing invaluable career advice. Maya has led sessions around tailoring your coaching practice, the manager as a coach, and coaching and diversity, keeping in touch with, and becoming a mentor for a number of our students, aiding them with their careers. We will continue to welcome Maya back!
In her [timesince date=”1/1/2003″ units=”years”] years working in the service industry, with international experience across the Middle East and Southeast Asia, Maya has helped more than 10,000 individuals develop their skills. Maya has a master’s degree in coaching psychology, and is passionate about helping individuals and organisations “change the doing by changing the viewing.”
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