Tanggal
24 Juli 2009

Jam Pelaksanaan
08.30-17.00 WIB

Tempat
Hotel Ibis Arcadia, Jakarta

Pembicara / Fasilitator
1. Dra. Psi. Ani Wijaya, MM
2. Glenn J Sompie, SE, MM, MA
3. Johnson Alvonco, Ph.D

Harga
Rp. 1.495.000 / person
Seminar kit, Certificate, Lunch, Snack

Materi

1. Customer Service dan Service Excellence
2. Service Excellence di dalam kerangka Total Customer Satisfaction (TCS)
3. Apa yang sering dirasakan pelanggan ?
4. Rantai pelayanan (Cycle of Service)
5. Siapa pelanggan eksternal dan internal dan apa harapannya
6. Mengembangkan dan memperkuat kepribadian
7. Meningkatkan pemahaman terhadap pelanggan
8. Tipe-tipe pelanggan dan kebutuhannya, memanajemeni komplain pelanggan
9. Teknik dan cara mengatasi komplain – teknik bertelepon
10. Komitmen terhadap pelayanan prima

Wajib diikuti oleh
Front Liners, Sekretaris, Marketing, Operation & Production

cforms contact form by delicious:days

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