Service Excellence Skills (For The Front Liner)

Tanggal
Senin, 4 Juni 2012
Kamis, 11 Oktober 2012

Jam Pelaksanaan
09.00 – 17.00 WIB

Tempat
Graha Mustika Ratu Lt 6
Jln. Gatot Subroto Kav.74-75
Jakarta 12870

Investasi
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.

Pembicara / Fasilitator
Dra. Kussusanti Haris.,M.Si

WORKSHOP
SERVICE EXCELLENCE SKILLS (for the front liners)
Customer service officer (petugas layanan pelanggan) merupakan ujung tombak perusahaan di jajaran depan (front liners) yang turut menentukan kesuksesan usaha. Walaupun produk atau jasa sebuah perusahaan sudah unggul, perusahaan masih perlu memperhatikan mutu pelayanan. Karena itu, para customer service officer perlu memahami dan menguasai teknik-teknik customer service yang baik agar pelanggan dapat memperoleh kepuasan (customer satisfaction), bahkan melampaui (service excellence) apa yang diinginkan atau diharapkan.

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

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 : training di batam 2012

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TAG
Interpersonal communications skills, jadwal pelatihan batam 2012, Pengertian umum service excellence, pentingnya menguasai product knowledge, Service Excellence Skills, WorkShop Service Excellence


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Diposting tgl : December 29th, 2009 | Sudah dibaca 877 kali.

This entry was posted on Tuesday, December 29th, 2009 at 19:48 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.