Lead A Service Team
Bidakara Hotel | 26-27 October 2011 | 09.00 am-0.00 pm | Rp 3.500.000 / person
Get The Experience from Best Practice Companies:
Wardhani Soedjono, President Director of PT VADS Indonesia
Wani Sabu, Kepala Biro Halo BCA
Endro Utomo, Service Department Head of PT Astra International Daihatsu Sales Operation
Discover the spirit of Service Leadership, let Wardhani Soedjono take you through the attributes and learn how to optimise the potential of your service team leaders today!
As a Customer Service Manager or Team Leader, your success is measured by how well you get the work done with and through your team. Lead A Service Team provides management training in the skills every Team Leader / Manager must have in order to achieve team synergy and success .
Training Objectives:
This training will help you :
- Understand your role as a service leader in achieving customer satisfaction
- Establish team purpose and direction
- Effectively hire, motivate, train and empower customer service representative
- Monitor service level performance
- Coach team members to improve performance
Who Should Attend :
- Customer Service Manager
- Customer Service Team Leader / Supervisor
- HR / Training Manager
Training Outline :
The Service Managers’ Function as a Role Model
- Lead your Team with clear vision and direction
- Demonstrate the behaviors and skills necessary to be an effective role model for your team
- Display actions that build trust within your team
- Create an environment of learning and curiosity
Hiring and Training Customer Service Representative
- Identify key attributes for selecting high quality representative
- Some interview techniques
- Identify appropriate training courses for the team
Performance Management and Monitoring in Customer Service
- Set team goals & Key Performance Indicator (KPI)
- Some techniques of Coaching & Counselling
- Manage difficult employees
- Samples of Reward and Recognition programs
- Some techniques of monitoring performance
Talent Management
- Identify the best from the crowd
- Grooming a new tim leader
Get The Experience from Best Practice Companies: Sharing Session ( Day two, 02.00 pm-05.00 pm)
- Wani Sabu, Kepala Biro Halo BCA
- Endro Utomo, Service Department Head of PT Astra International Daihatsu Sales Operation
- Moderator : Wardhani Soedjono, President Director of PT VADS Indonesia
Workshop Leader
Wardhani Soedjono
- A Life-time Service Practitioner
- President Director of PT VADS Indonesia(World Top Outsourcer Company in Contact Center World 2010)
- Former Vice President, Service Delivery and Contact Management, P.T. Excelcomindo Pratama, Tbk.
- Has an in-depth experience in service industry and service leadership as a practitioner (30 years of working experience in various multinational companies).
- Has been a public speaker and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Direct Marketing, Malcolm Baldrige Quality Program, Contact Center Management, Competency Based Human Resource Management, etc.
- Certification: IBM’s Quality Assessor and Benchmarking Coordinator (1993); COPC Registered Coordinator (2005).
- World Best Contact Center Leader in Contact Center World 2010
INVESTMENT FEE:
- Early Bird for payment received before 25 September 2011 Rp 2.950.000/person
- Payment received before 10 October 2011 : Rp.3.300.000/person
- Fullfare: Rp 3.500.000 / person
Free for the 4th participant if you register 3 persons