WINNING CUSTOMER LOYALTY

Tanggal
SENIN, 15 NOVEMBER 2010

Jam Pelaksanaan
09.00 – 17.00 WIB

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

Pembicara / Fasilitator
Ir. Prima Haris, MBA.

Harga
RP. 1.200.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch

Materi Bahasan:

1. Introduction: Pengertian pelayanan yang baik (customer service), Kepuasan pelanggan (customer satisfaction), Pelayanan yang melebihi harapan (service excellence), Longterm relationship guna meraih kesetiaan pelanggan (customer loyalty)
2. Landasan dasar dalam meraih customer loyalty:
   • Kecerdasan emosi dalam melayani pelanggan (pelayanan sepenuh hati) melalui 4P: passionate, progressive, proactive, positive; termasuk empati, tenggang rasa, etika, motivasi, disiplin, creative thinking, teamwork, dll.
   • Menghindari keluhan pelanggan dan menangani keluhan yang masih terjadi (handling complaint) dan recovery.
   • Effective communications skills dalam meraih customer loyalty: active listening dan assertive communications.
3. Longterm relationship – membangun hubungan jangka panjang
   • Jaminan pelayanan, Kejutan
   • Pelayanan khusus, Sentuhan pribadi
   • Data base pelanggan, membership/customer club, penyelenggaraan program khusus untuk member.
4. Mengukur kepuasan pelanggan: teknik survei (angket, kuesioner), focus group discussion.

Wajib diikuti oleh
Customer service officer, karyawan di bagian penjualan dan karyawan lain yang bertugas melayani pelanggan.

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