PROFESSIONAL CUSTOMER SERVICE OFFICER

Tanggal
10 Agustus 2011

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 / Agnes Puji Rahayu Handayani

Harga
Rp. 1.300.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch

Materi Bahasan:

1. Introduction:
   • Pengertian umum service excellence, service excellence awareness.
   • Menggali dan memahami harapan pelanggan.
   • Faktor & dimensi pelayanan.
2. Teknik pelayanan:
   • Knowledge: pentingnya menguasai product knowledge, wawasan luas.
   • Skills:
     • Keterampailan, ketelitian, ketepatan, kerapihan.
     • Interpersonal communications skills (active listening & assertiveness).
     • Telephone technique & courtesy
   • Attitude:
     • Kesan pertama (penampilan & etika).
     • Emotional Intelligence (EQ) for service excellence: kecerdasan emosional dalam melayani pelanggan (pelayanan sepenuh hati).
     • Sikap positif.
3. Handling complaint: menghadapi pelanggan yang sulit, marah, dan agresif
4. Membangun hubungan jangka panjang dengan pelanggan

Wajib diikuti oleh
Customer service officer, karyawan di bagian penjualan dan karyawan lain yang bertugas melayani pelanggan.

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