David Pun welcoming the participants to the seminar with a brief introduction of the seminar title.

潘國樑歡迎講座參加者入座，並簡介講座題目。

Kicking off with the objectives of the seminar.

開場時首先介紹講座的目標。

A quick look into why there is the need for individuals to position themselves.

簡略地解釋為何有個人定位的需要。

Executives of leading local retail chains attending the seminar.

參加者有來自本地享有盛名的零售連鎖的行政人員。

David Pun suggesting how individual staff members can position themselves in the working environment for their own benefits.

潘國樑指出在公司的環境裏怎樣定位對個人有得益。

Sharing the Starbucks Coffee chain's successful experience of a “happy team culture”

分享星巴克咖啡連鎖的快樂團隊文化成功案例。

Highlighting how to raise internal customer service to excellent standard.

指出怎樣提升內部顧客服務至優質水準。

Explaining how staff across different levels and departments getting along happily with each other will enhance staff morale.

解釋如各部門各階層員工做得開心就會加強員工士氣。

Presenting the Three C's as key elements of Internal Customer Service: Care, Communication and Cooperation.

講述內部顧客服務的三要素：Care關懷，Communication溝通，Cooperation合作。

Going into details of how to implement the three C's

詳細解釋如何實踐3C。

Summarising the seminar with the chart of a fully integrated Excellent Customer Service Chain

用一個“全面性的優質顧客服務鏈”圖表作整個講座的總結