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.

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. PIN BB
9. Pesan
10. Jumlah peserta yang ikut
11. Jenis pembayaran (transfer atau cash)
12. Kirim salinan formulir ini ke saya

 

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Di akses dari kata kunci : proposal pelatihan service excellent

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TAG
Customer service officer, handling complaint, Interpersonal communications skills, Knowledge: pentingnya menguasai product knowledge, Membangun hubungan jangka panjang dengan pelanggan, PROFESSIONAL CUSTOMER SERVICE OFFICER, service excellence awareness, Teknik pelayanan, wawasan luas


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Diposting tgl : July 19th, 2010 | Sudah dibaca 733 kali.

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