Service Excellence – PASTI JALAN

Service Excellence

Hotel Golden Flower, Bandung  | 9 – 11 September 2013 | Rp. 5.700.000,- / participant

DESCRIPTION

Service Excellence  merupakan salah satu keunggulan kompetitif yang harus dimiliki perusahaan manakala customer focus organization menjadi moto perusahaan. Di era customer oriented saat ini, orang-orang yang berada di front line menjadi ujung tombak untuk dapat memuaskan para pengguna jasa atau produk melalui pemenuhan kebutuhan dan keinginan mereka. Melalui pelatihan ini para peserta akan dilatih sensitivity, awareness, dan careness untuk melayani pelanggan melalui 5 kunci sukses: empathic listening, reliable promises, responsible toward customer’s voice, service quality assurance, dan excellence communication.
Setelah selesai mengikuti pelatihan para peserta akan mampu mengkontribusikan manfaat service excellence bagi perusahaan, pelanggan, dan sesama karyawan.

OUTPUT

• Memahami manfaat service excellence/pelayanan prima
• Memahami bagaimana melayani pelanggan sesuai ekspektasi mereka
• Mampu mengatasi pelanggan-pelanggan bermasalah
• Mampu merespon perilaku-perilaku pelanggan yang spesifik secara efektif

OUTLINE COURSE

• The benefits of excellence service
• Focusing on customer service success
• How customer service creates revenue
• Why customer service is based on perceptions
• Focusing on customer’s top two expectations to save time and reduce stress
• Managing customer expectations by personality style
• Dealing with difficult customers
• Responding effectively to specific customer behaviors
• Personal development: formulating a personal action plan

TRAINING METHOD

• Presentation
• Discussion
• Case Study
• Evaluation

TRAINING FEE
Rp. 5.700.000,- / participant / Non residential

TIME & DATE

• 9 – 11 September 2013
• Hotel Golden Flower, Bandung

FACILITIES

• Training Kit
• Handout
• Certificate
• 1 x Lunch
• 2 X Coffee Break
• Souvenir
• Pick Up Participant

Instructor by:

Sedjahterani, SE

Formulir Permintaaan Informasi Lanjutan / Pra-Pendaftaran Public Training

1. INFORMATION OPTIONS
2. Judul Training(required)
3. Tanggal Training
4. Select a message type Registration Offering Letter (Permintaan Proposal Penawaran) Next Schedule Information (Jadwal selanjutnya) More Information (Informasi tambahan) Others (lain-lain) (required)
5. PERSONAL DATA
6. Your Name(required)
7. Job Title(required)
8. Company(required)
9. Company Address
10. Email(valid email required)
11. Mobile Phone(required)
12. Office Phone(required)
13. Extention No.
14. Facsimile (Fax)
15. Website
16. PRE REGISTRATION DATA (Tidak Mengikat)
17. Penanggung Jawab Training di Perusahaan
18. Email
19. Office Phone+Ext atau No. Handphone
20. Jumlah Peserta(required)
21. Nama-nama peserta
22. Payment Method Bank Transfers Submitting an Invoice Cheque or Cash on arrival ( If Possible)
23. MESSAGE FOR TRAINING PROVIDER
24. Pesan untuk penyelenggara Training
25. CC this registration / message to me
26. Isikan angka/huruf pada gambar

 

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