CUSTOMER SERVICE MANAGEMENT
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.
cforms contact form by delicious:days
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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 638 kali.
