COMPREHENSIVE SERVICE EXCELLENT SKILLS

COMPREHENSIVE SERVICE EXCELLENT SKILLS
Hotel Ibis Styles Dagen, Yogyakarta | 20 – 22 Oktober 2015 | IDR 5.800.000 
Hotel Ibis Styles Dagen, Yogyakarta | 28 – 30 Oktober 2015 | IDR 5.800.000 
Hotel Ibis Styles Dagen, Yogyakarta | 03 – 05 November 2015 | IDR 5.800.000 
Hotel Ibis Styles Dagen, Yogyakarta | 10 – 12 November 2015 | IDR 5.800.000 
Hotel Ibis Styles Dagen, Yogyakarta |  24 – 26 November  2015 | IDR 5.800.000 

Jadwal Training 2015 Selanjutnya …

 

TRAINING OUTLINES COMPREHENSIVE SERVICE EXCELLENT SKILLS 

1. Introduction.
   • Pengertian & perbedaan service, customer service, customer satisfaction, service excellence, service with heart.
   • Service excellence awareness: prinsip dasar, mengapa service excellence begitu penting, budaya perusahaan: budaya melayani, komitmen 1st in service.
   • Mengenali kebutuhan dan keinginan (needs & wants) pelanggan.
   • Faktor & dimensi pelayanan: tangible, reliability, responsiveness, assurance, empathy.
2. Teknik pelayanan.
   • Knowledge: pentingnya menguasai product knowledge, wawasan luas.
   • Skills:
     • Kecepatan, ketelitian, ketepatan, kerapihan, kreativitas.
     • Interpersonal communications skills: active listening, 3V dalam komunikasi: Vocal, Verbal, Visual (body language) & assertive communications.
   • Telephone technique and courtesy: Menerima, mentransfer telepon, menelepon pelanggan, etiket bertelepon
   • Attitude:
     • Kesan pertama: penampilan, grooming and wardrobe.
     • Etika.
3. Emotional Intelligence (EQ) for service excellence: kecerdasan emosional dalam melayani pelanggan (pelayanan sepenuh hati) – 4P: Passionate, Pro active, Progressive, Positive.
4. Handling complaint.
   • Keluhan sebagai peluang, bukan masalah.
   • Penyebab terjadinya keluhan.
   • Teknik menghadapi keluhan melalui tatap muka & telepon.
   • Teknik menghadapi keluhan melalui surat, surat pembaca.
   • Teknik menghadapi pelanggan yang agresif.
   • Formulir keluhan.
5. Long term relationship.
   • Prinsip Customer Relationship Management (CRM).
   • Mempertahankan pelanggan: recovery, jaminan service, surprise.
   • Pendekatan pribadi, permintaan khusus: setiap customer diperlakukan sebagai pribadi yang unik.
   • Mencapai loyalty customer.
   • Pentingnya database.
   • Memantau kepuasan pelanggan.

 

INSTRUCTOR

Novie Diana Fauzie, MA

 

PARTICIPANTS

Customer sevice, receptionist dan front liners lainnya.

 

 

 

TIME  & VENUE

•  25-27 Maret 2015
•  6-8 April
•  13-15 April
•  27-29 April
•  4-6 Mei
•  19-21 Mei
•  26-28 Mei
•  3-5 Juni
•  15-17 Juni
•  23-25 Juni
•  1-3 Juli
•  7-10 Juli
•  21-23 Juli
•  11-13 Agustus
•  18-20 Agustus
•  25-27 Agustus
•  2-4 September
•  8-10 September
•  28-30 September
•  6-8 Oktober
•  20-22 Oktober
•  28-30 Oktober
•  3-5 November
•  10-12 November
•  24-26 November
•  2-4 Desember
•  14-16 Desember
•  21-23 Desember
• Hotel Ibis Styles Dagen | Yogyakarta

 

TRAINING FEE

• IDR 5.800.000 per participant (Non-Residential)
• Minimal participants : 2 persons (Yogyakarta)

• Yogyakarta : Ibis Styles Dagen, Ibis Malioboro, Horison Ultima-Riss, Harper Mangkubumi, 101 Hotel, Grand Tjokro, Novotel, Grand Aston, Phoenix Hotel | Kuota Min. Peserta: 2 orang
• Bali : Ibis Styles Kuta, Ibis Dewi Sri, Ibis Bali Kuta, Ibis Circle Kuta, Harris Hotel | IDR. 8.000.000 Per Peserta (Non-Residential) | Kuota Min. Peserta: 5 orang
• Bandung : De Batara, Amaris, Golden Flower Hotel | IDR. 6.500.000 Per Peserta (Non-Residential) | Kuota Min. Peserta: 5 orang

 

FACILITIES

• Training Modul
• Stationeries
• Certificate
• Backpack
• Exclusive Polo shirt
• Flashdisk containing materials
• Training photo
• 2x coffee break and lunch
• Transportation Service from airport to hotel / training venue (at least for 2 participants from the same company)

 

Formulir Permintaaan Informasi Lanjutan / Pra-Pendaftaran Public Training

1. INFORMATION OPTIONS
2. Judul Training(required)
3. Tanggal Training
4. Select a message type Registration Offering Letter (Permintaan Proposal Penawaran) Next Schedule Information (Jadwal selanjutnya) More Information (Informasi tambahan) Others (lain-lain) (required)
5. PERSONAL DATA
6. Your Name(required)
7. Job Title(required)
8. Company(required)
9. Company Address
10. Email(valid email required)
11. Mobile Phone(required)
12. Office Phone(required)
13. Extention No.
14. Facsimile (Fax)
15. Website
16. PRE REGISTRATION DATA (Tidak Mengikat)
17. Penanggung Jawab Training di Perusahaan
18. Email
19. Office Phone+Ext atau No. Handphone
20. Jumlah Peserta(required)
21. Nama-nama peserta
22. Payment Method Bank Transfers Submitting an Invoice Cheque or Cash on arrival ( If Possible)
23. MESSAGE FOR TRAINING PROVIDER
24. Pesan untuk penyelenggara Training
25. CC this registration / message to me
26. Isikan angka/huruf pada gambar

 

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