Service Excellent

Tanggal
Senin, 4 Juni 2012

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. 1.400.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch
Diskon 10% untuk pendaftaran seminggu sebelum training ATAU Pendaftaran minimal 3 orang Rp. 1.100.000/orang.

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.
3. 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.
4. Handling complaint: menghadapi pelanggan yang sulit, marah, dan agresif
5. Membangun hubungan jangka panjang dengan pelanggan

Target peserta
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 : memahami pentingnya service excellent

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TAG
handling complaint, Identify positive service attitude, Pengertian umum service excellence, Positive communication skills, Service excellence, service excellence awareness, Service Excellent, Telephone technique & courtesy, Telephone Techniques and Courtesy


Navigasi Jadwal
Diposting tgl : April 7th, 2010 | Sudah dibaca 1364 kali.

This entry was posted on Wednesday, April 7th, 2010 at 15:53 and is filed under Customer Satisfaction, Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.