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EFFECTIVE CUSTOMER SERVICE SKILLS – Yogyakarta

EFFECTIVE CUSTOMER SERVICE SKILLS  – Yogyakarta

Hotel Jentra,  Yogyakarta |  25-27 Januari 2012 | IDR  4.000.000 per participant – non residential
Hotel Jentra,  Yogyakarta | 13-15 Maret 2012 | IDR  4.000.000 per participant – non residential
Hotel Jentra,  Yogyakarta | 18-20 Mei 2012 | IDR  4.000.000 per participant – non residential

 

OBJECTIVES

At the end of the workshop, everyone who participates will be better able to understand the concept of providing effective customer service as well as deliver great customer service that adds value to the company and the customers

 

COURSE OUTLINE

  1. Concept of effective customer service
  2. How to develop a positive service attitude
  3. Understanding customers’ needs, wants and expectations
  4. Face to face communication skills – styles, words, voice, cues, clues, sign , signals, face & body language,
  5. Effective speaking & listening
  6. Strokes, pacing and rapport
  7. Aggressive, Submissive & Assertive
  8. Facts, assumptions and opinions
  9. Problem – and solution centred approach
  10.  Customers attitudes and how to handle them
  11. How to handle various customer service situations, including customer complaints

INSTRUCTOR

Drs. Bambang Darmadi, MM

 

WHO SHOULD ATTEND?

 

  1. Customer Service Personnel
  2. Marketing & Sales Personnel
  3. All those who need to improve their customer service skills


WAKTU dan TEMPAT

  •  25-27 Januari 2012
  • 13-15 Maret 2012
  • 18-20 Mei 2012
  • Jentra,  Yogyakarta


INVESTASI

  • IDR  4.000.000 per participant – non residential

FACILITIES

  • Training module (hard & softcopy)
  • Training kit (bag or backpack, notes, ballpoint)
  • 2x coffee break & 1x lunch at days of training
  • Souvenir
  • Certificate
  • Documentation
  • Transportation for participants from Airport/railway station to hotel/training venue (if minimal number of participants from one company is 2 persons)

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  16. PRE REGISTRATION DATA (Tidak Mengikat)
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  23. MESSAGE FOR TRAINING PROVIDER
 

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Updated By • December 14, 2011

Categories: Communication Skills, Customer Service, Yogyakarta

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