CUSTOMER SERVICE EXCELLENT
Yogyakarta | 27 – 29 Maret 2012 | 08.00 – 16.00 WIB | Rp. 4.500.000,-

DESKRIPSI
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 pelanggan sangat tergantung dari tingkat keahlian customer service. Dalam pelatihan ini akan dibahas bagaimana meningkatkan keahlian peserta menjadi customer service yang handal.

PESERTA
Semua karyawan di bagian garda depan / bagian pelayanan pelanggan

METODE

• Presentation
• Discussion
• Case Study
• Evaluation

MATERI KURSUS

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 Handling Process
   • Understanding Customers’ Points Of View
   • Build Effortless Rapport With Your Customers
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

INSTRUKTUR

• Djati Yulitriarso, Drs., MM

WAKTU & TEMPAT

27 – 29 Maret 2012
08.00 – 16.00 WIB
Hotel Berbintang Yogyakarta

REGISTRASI

• 4.500.000,-/Peserta (Non Residensial)

FASILITAS

• Certificate
• Training Kit
• Module / Handout
• Lunch
• Coffee Break
• Souvenir

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Updated By Informasi Training • November 21, 2011