Tanggal
16 Juli 2009

Jam Pelaksanaan
08.30-17.00 WIB

Tempat
Hotel Ibis Arcadia, Jakarta

Pembicara / Fasilitator
1. Glenn J. Sompie, SE, MM
2. Dra. Psi. Ani Soedarso,MM

Harga
Rp. 1.495.000 / person
Seminar kit, Certificate, Lunch, Snack

Materi
1. Konsep dan Prinsip Service Excellence (Layanan Prima)
2. Identifikasi Kepuasan Pelanggan
* Mengenal Kebutuhan & Harapan Pelanggan
* Ukuran & Dimensi Kepuasan Pelanggan
3. Strategi Membangun & Mencapai Service Excellence
* Infrastruktur penunjang Service Excellence
* Meningkatkan Performance Diri & Keprinadian (Profesinalisme Front-Liners)
* Kemampuan Komunikasi & Melayani Melalui Telepon
4. Menghadapi Komplain Pelangan

Wajib diikuti oleh
Customer Service, Front liner, Marketing

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