PROFESSIONAL CUSTOMER SERVICE OFFICER
PROFESSIONAL CUSTOMER SERVICE OFFICER
Tanggal
SENIN, 5 APRIL 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. Introduction:
a. Pengertian umum service excellence, service excellence awareness.
b. Menggali dan memahami harapan pelanggan.
c. Faktor & dimensi pelayanan.
2. Teknik pelayanan:
a. Knowledge: pentingnya menguasai product knowledge, wawasan luas.
b. Skills:
- Keterampailan, ketelitian, ketepatan, kerapihan.
- Interpersonal communications skills (active listening & assertiveness).
- Telephone technique & courtesy
c. 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.
cforms contact form by delicious:days
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TAG
Customer service officer, handling complaint, PROFESSIONAL CUSTOMER SERVICE OFFICER
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Diposting tgl : March 23rd, 2010 | Sudah dibaca 569 kali.
