CUSTOMER SERVICE MANAGEMENT

Tanggal
SELASA, 16 NOVEMBER 2010

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. 1.200.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch

Materi Bahasan:
1. Konsep dasar CSM (marketing, human resource, operation concept), konsep POAC (Planning, Organizing, Actuating, Controlling) dalam customer service.
2. Customer service planning:
a. Meneliti
b. Mengidentifikasi key process
c. Menetapkan standar pelayanan
d. Mendisain kebutuhan
e. Mengembangkan karyawan.

3. Pengelolaan customer service:
a. Faktor pelayanan: Sistem & prosedur, teknologi, manusia.
b. Dimensi pelayanan: Tangible, reliability, responsiveness, assurance, empathy.

4. Penerapan program:
a. Teknik pelayanan: Knowledge, Attitude (kesan pertama, etika), dan Skills (communications skills, telephone technique & courtesy)
b. Handling complaint: Teknik menghadapi keluhan melalui tatap muka, telepon, dan surat.
c. Membangun hubungan jangka panjang untuk mendapatkan loyal customer

5. Customer Satisfaction Survey

Wajib diikuti oleh
Manajer yang membawahi para customer service officer.

Registrasi Tidak Mengikat

1. Nama/Your Name(required)
2. Email(valid email required)
3. Nama Perusahaan(required)
4. Jabatan(required)
5. Telp Kantor(required)
6. Fax
7. No HP(required)
8. Pesan
9. Jumlah peserta yang ikut
10. Jenis pembayaran (transfer atau cash)
11. Kirim salinan formulir ini ke saya

 

cforms contact form by delicious:days

Di akses dari kata kunci : konsep dasar customer service, konsep dasar pelayanan (customer service), metode customer service management

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TAG
CUSTOMER SATISFACTION SURVEY, CUSTOMER SERVICE MANAGEMENT, handling complaint, Konsep dasar CSM, loyal customer, Mengidentifikasi key process, Penerapan program, Pengelolaan customer service


Navigasi Jadwal
Diposting tgl : August 19th, 2010 | Sudah dibaca 560 kali.

This entry was posted on Thursday, August 19th, 2010 at 15:26 and is filed under Customer Satisfaction, Customer Service. 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.