PUBLIC TRAINING - CUSTOMER SERVICE EXCELLENT

TATAP MUKA

SCEDULED

LOKASI Tatap Muka
PENYELENGGARA TUK PINASTHIKA
Trainer Keterangan
TIM PINASTHIKA [Baca Selengkapnya]
[Baca Selengkapnya]

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

  1. Deliver better, faster service
  2. Increase customer satisfaction
  3. Gain repeat business
  4. Increase your credibility with customers -and your value to your organization
  5. Knowing what customers expect
  6. 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

  1. Presentasi
  2. Diskusi
  3. Studi kasus dan simulasi

Durasi

09.00 - 16.00 WIB

Materi

  1. 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
  2. Integration
    • The organization's environment
    • The customer environment
    • Market research
    • Integrating business objectives and customer expectations
    • Example
    • Tools and techniques.
  1. Identification
    • Analyzing the current service methods
    • Identifying performance gaps
    • Setting quality standard
    • Determining service improvement priorities
    • Example
    • Tools and techniques
  2. Implementation
    • Service quality teams
    • The project concept
    • The analytical toolbox
    • Example
    • The action plan
    • Monitoring and controlling the project
    • Tools and techniques.
  3. Interpretation
    • Measurement
    • Interpretation
    • Closing the loop
    • Tools and techniques
  4. Other issues
  5. Closing (Summary and Conclusion).

Fasilitas

  1. Materi
  2. Sertifikat
  3. Lunch Break
  4. Coffe Break
  5. Merchandise
  6. Tidak termasuk biaya penginapan


PELAKSANAAN CUSTOMER SERVICE EXCELLENT
Tanggal Pelaksanaan Harga EarlyBird Action
07 - 08 September 2021 Rp. 5500000
* Harga belum termasuk pajak
Rp.
* Dibayarkan sebelum hari-H.
04 - 05 November 2021 Rp. 5500000
* Harga belum termasuk pajak
Rp.
* Dibayarkan sebelum hari-H.