CUSTOMER SERVICE EXCELLENCE

Customer Service, Yogyakarta / By

CUSTOMER SERVICE EXCELLENCE
Hotel Merapi Merbabu, Yogyakarta | 12 – 14 Agustus 2015 | Rp 8.500.000
Hotel Merapi Merbabu, Yogyakarta | 07 – 09 September 2015 | Rp 8.500.000
Hotel Merapi Merbabu, Yogyakarta | 07 – 09 Oktober 2015 | Rp 8.500.000
Hotel Merapi Merbabu, Yogyakarta | 04 – 06 November 2015 | Rp 8.500.000
Hotel Merapi Merbabu, Yogyakarta | 07 – 09 Desember 2015 | Rp 8.500.000

 

 


ABSTRACK

Salah satu kunci sukses dari keberhasilan dalam meningkatkan penjualan adalah dengan berinteraksi dan menjalin hubungan baik dengan customer, dengan cara memberikan pelayanan yang memuaskan. Dengan berinteraksi dapat membangun kesempatan untuk mempromosikan produk, layanan dan perusahaan. Namun tidak mudah bagi pihak perusahaan untuk menjalankannya. Sukses dalam menciptakan kepuasan peklanggan sangat tergantung dari tingkat keahlian customer service. Dalam pelatihan ini akan dibahas bagaimana meningkatkan keahlian peserta menjadi customer service yang handal.

 

OUTLINE TRAINING CUSTOMER SERVICE EXCELLENCE 

1.   Understanding the service

  • The Basic Concept of Customer Service
  • The role of customer service

2.   Delivering the best service

  • The Ten Commandments of great Customer Service
  • Enhancing ability in delivering Effective Customer Service

3.   Understanding the customer

  • Needs of customer
  • Why customers switch the service provider?
  • How to handle customer
  • How to handle difficult customer

4.   Handling complaint

  • Effective Complaint Handlinomers
  • g Process
  • Understanding Customers’ Points Of View
  • Build Effortless Rapport With Your Cust

5.   Written Exercise

6.   Etiquettes in Customer Service

  • The Objectives
  • The Function

7.  Role Play 1 – How to deliver the best service?

8.   The Basic skill of Customer Service Personnel

  • Appearance
  • Attitude
  • Language
  • Body Language
  • Behavior

9.    Role play 2 – How to deliver the service?

10.  Wrap Up

  • Do’s and don’ts in customer service
  • Customer Service Excellence in several companies

 

INSTRUCTOR

MRA Puspitasari, MPsi
Pakar Psikologi industri, Konsultan Pengembangan SDM, Direktur Recruitment dan career center Jogjakarta.


PARTICIPANT

Staff Recruitment & Personalia, Supervisor & Manager yang melakukan wawancara dalam proses seleksi

 

TIME AND VENUE

  • Hotel Merapi Merbabu Yogyakarta
  • 12-14 Agst, 7-9 Sept, 7-9 Okt, 4-6 Nov, 7-9 Des 2015
  • Pukul : 08.00 – 16.00 WIB

 

TUTION FEE

Biaya Rp. 8.500.000 per peserta (Non Residential)
FACILITIES
Training Modules, Training Kit, Certificate, Exclusive Souvenir, Dinner & City Tour, Coffee Break & Lunch
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