HIGH QUALITY CUSTOMER SERVICE FOR PROFESSIONAL

Harris Hotel Tebet / Aryaduta Hotel Semanggi, Jakarta | Jumat – Sabtu, 9-09-2011 – 10-09-2011 | Rp 3.150.000,- (Full Fare)
Harris Hotel Tebet / Aryaduta Hotel Semanggi, Jakarta | Sabtu – Minggu, 22-10-2011 – 23-10-2011 | Rp 3.150.000,- (Full Fare)

The customer service are critical factor for companies since they are the first contact to the companies customer. The High Quality Customer Service training provide a comprehensive training program to the participants to increase service level performance and customer satisfaction

Manfaat Yang Setelah Mengikuti Pelatihan Ini :

Dengan intensifnya workshop diharapkan setelah pelatihan ini peserta dapat memanage bagian yang terkait dengan customer service-nya dengan lebih baik di Perusahaan.

Metode Pelatihan :

Metode yang digunakan dalam pelatihan ini adalah lektur, workshop, studi kasus dan konsultasi interaktif

Outline :

1. Concepts of High Quality Customer Service

• Identify our customer
• Define effective customer service within our company
• Identify the most common barriers to provide high quality customer service
• Define “self-talk” and provide both positive and negative examples
• Identify and describe the benefits of delivering effective customer service

2. Communications Skills

• Identify the difference between listening and hearing
• Define effective listening
• Identify barriers to effective listening

3. Winning Telephone Technique

• Describe unique challenges with providing effective customer service to phone callers
• Identify the strengths and weaknesses of their telephone styles and techniques

4. How to handle difficult Customer and situation

• Identify methods for diffusing customer anger or hostility
• Develop strategies for handling difficult customers
• Identify which verbal and non-verbal messages exacerbate a difficult situation and which diffuse a difficult situation

Who should attend ?

This course is applicable to anyone

• Head of Department, Regional Managers, Area Managers, Manager, General Manager. And All staff which serve their customer (internal or external) and intend to increase their customer satisfaction.

Course Leader :

Haikal J. Mukhtar ST, MM

Praktisi yang telah berpengalaman lebih dari 10 tahun di bidang Sales, Keuangan dan Perbankan serta telah bekerja di beberapa perusahaan MNC dalam berbagai posisi managerial. Sebagai seorang lulusan Magister Management – Finance and Banking dari Universitas Indonesia dan the Citibank Asia Pacific Banking Institute – Executive Development Program, Mr. Heikal menghadirkan suatu percampuran yang unik antara akademisi dan pengalaman praktisional terutama meliputi berbagai project di dalam dan luar negeri, penempatan di berbagai posisi dan wilayah wilayah di dalam negeri serta pengembangan bisnis di sektornya Sebagai fasilitator dari beberapa modul pelatihan khususnya dalam bidang Sales, Keuangan dan Perbankan, Mr. Heikal melengkapi setiap modul pelatihan yang diselenggarakan dengan aplikasi komputer praktis barbasis MS Excel, sehingga materi lebih mudah dipahami sekaligus diimplementasikan di tempat kerja.

Jadual & Lokasi :

• Jumat – Sabtu, 9-09-2011 – 10-09-2011
• Sabtu – Minggu, 22-10-2011 – 23-10-2011
• Harris Hotel Tebet / Aryaduta Hotel Semanggi

Fee/Investasi :

September

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Updated By Informasi Training • August 18, 2011