Service Excellence – CONFIRMED

EVENT

9 – 11 September 2013 | Rp. 5.700.000,- / participant at Hotel Golden Flower, Bandung – Confirmed

 

TRAINING DESCRIPTION Service Excellence

Service Excellence  merupakan salah satu keunggulan kompetitif yang harus dimiliki perusahaan manakala customer focus organization menjadi moto perusahaan. Di era customer oriented saat ini, orang-orang yang berada di front line menjadi ujung tombak untuk dapat memuaskan para pengguna jasa atau produk melalui pemenuhan kebutuhan dan keinginan mereka. Melalui pelatihan ini para peserta akan dilatih sensitivity, awareness, dan careness untuk melayani pelanggan melalui 5 kunci sukses: empathic listening, reliable promises, responsible toward customer’s voice, service quality assurance, dan excellence communication.
Setelah selesai mengikuti pelatihan para peserta akan mampu mengkontribusikan manfaat service excellence bagi perusahaan, pelanggan, dan sesama karyawan.



OUTPUT

  • Memahami manfaat service excellence/pelayanan prima
  • Memahami bagaimana melayani pelanggan sesuai ekspektasi mereka
  • Mampu mengatasi pelanggan-pelanggan bermasalah
  • Mampu merespon perilaku-perilaku pelanggan yang spesifik secara efektif


OUTLINE COURSE Service Excellence

  • The benefits of excellence service
  • Focusing on customer service success
  • How customer service creates revenue
  • Why customer service is based on perceptions
  • Focusing on customer’s top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviors
  • Personal development: formulating a personal action plan



TRAINING METHOD

  • Presentation
  • Discussion
  • Case Study
  • Evaluation



TRAINING FEE

Rp. 5.700.000,- / participant / Non residential



TIME & DATE

  • 9 – 11 September 2013
  • Hotel Golden Flower, Bandung



FACILITIES

  • Training Kit
  • Handout
  • Certificate
  • 1 x Lunch
  • 2 X Coffee Break
  • Souvenir
  • Pick Up Participant



Instructor by:

Sedjahterani, SE

Service Excellence

 

Formulir Pra-Pendaftaran Public Training / Permintaan Informasi Lebih Lanjut
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  11. DATA PRE REGISTRATION (Tidak Mengikat)
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  13. PESAN UNTUK PENYELENGGARA TRAINING
 

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