In today's customer-oriented business environment 'people skills' are critical for personal and organizational success. How you handle customers can directly affect your individual goals as well as your team and company's performance.
This workshop gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantages.
Syarat
Everyone who provides a service or product to external or internal customers, including customer service representatives, technical and support personnel, field services representatives, account managers, credit and billing specialist, small business owners as well as managers who want to reinforce their skills and train their staffs.
Tujuan
Deliver better, faster service
Increase customer satisfaction
Gain repeat business
Increase your credibility with customers -and your value to your organization
Knowing what customers expect
Creating a positive image with customer.
Target
Everyone who provides a service or product to external or internal customers, including customer service representatives, technical and support personnel, field services representatives, account managers, credit and billing specialist, small business owners as well as managers who want to reinforce their skills and train their staffs.
Metode
Metode Pelatihan
Presentasi
Diskusi
Studi kasus dan simulasi
Durasi
09.00 - 16.00 WIB
Materi
Introduction I Background
Workshop objectives
Expectation of participants
Customer services and quality improvement
Common myths of service quality
Service quality defined
The benefits of service quality
The quality focus model
Integration
The organization's environment
The customer environment
Market research
Integrating business objectives and customer expectations