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Judul Seminar :

Communications Skills For Customer Service

Communications Skills For Customer Service

Tanggal
Kamis, 31 Mei 2012

Jam Pelaksanaan
09.00 – 17.00 WIB

Tempat:
Graha Mustika Ratu Lt 6
Jln. Gatot Subroto Kav.74-75
Jakarta 12870

Pembicara / Fasilitator
Dra.Kussusanti MSi

Harga
RP. 1.400.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch
Diskon 10% untuk pendaftaran seminggu sebelum training ATAU Pendaftaran minimal 3 orang Rp. 1.100.000/orang.

Materi bahasan:

  1. Pengertian Interpersonal Communications Skill
  2. Powerfull listening
    • Kemauan mendengarkan (violition)
    • Memperhatikan (attending): active listening
    • Memahami (understanding): persepsi, hambatan untuk memahami, mengajukan pertanyaan
    • Mengingat (memory)
    • Memberi tanggapan (responding): memberi saran, defensive & supportive behaviour, memberi umpan balik (feedback)
  3. Berkomunikasi secara lugas (assertiveness) kepada pelanggan
    • Perbedaan assertive, pasif, dan agresif
    • Menghargai (appreciation)
    • Mengajukan pertanyaan, Percaya diri, Memberi saran
    • Pilihan kata yang tepat
  4. Keterampilan berkomunikasi dalam menghadapi keluhan pelanggan
  5. Berkomunikasi dengan pelanggan melalui telepon.

Target peserta:
Petugas pelayanan pelanggan dan karyawan lain yang banyak/harus berkomunikasi dengan pelanggan.

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TAG
communication skills for customer service, Communications Skills For Customer Service, customer service training, training customer service


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Diposting tgl : June 25th, 2009 | Sudah dibaca 849 kali.

This entry was posted on Thursday, June 25th, 2009 at 08:53 and is filed under Communication, Customer Satisfaction, Customer Service, Skills. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.





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