HANDLING CONFLICT AND COMPLAINT EFFECTIVELY

HANDLING CONFLICT AND COMPLAINT EFFECTIVELY
Hotel Golden Flower, Bandung |8 – 10 Agustus 2011 | Rp 4.950.000/peserta

PENGANTAR

Kepuasan pelanggan merupakan faktor yang sangat penting. Tidak hanya pelanggan eksternal, pelanggan internal perusahaan pun harus dilayani dengan baik. Hal yang sering terjadi dalam pelayanan kepada pelanggan adalah ketidaksesuaian antara harapan pelanggan dengan kualitas layanan yang diterimanya. Pelanggan yang tidak puas atas kualitas layanan yang diterimanya seringkali komplain kepada pemberi jasa. Di sisi lain pemberi jasa merasa bahwa pelayanan yang diberikan sudah sesuai sehingga kondisi tersebut bisa menyebabkan terjadinya konflik. Konflik yang berlarut-larut dan jumlah komplain yang tinggi dapat menjadi sumber stres individu dalam bekerja. Oleh karena itu setiap pimpinan atau staf perlu dibekali kemampuan menangani konflik dan komplain dengan baik dari pelanggan eksternal maupun pelanggan internal.

1.    Expectation as the role of all conflict and complaints

• What expectation were not meet
• Using expectation as a tool to prevent conflict and complaint
• Conveying the impact of unmet expectation

2.    Basic skill for dealing with conflicts and complaints

• Listening skill
• Effective communication
• Problem solving skills
• Interpersonal skills
• Persuasion skills
• Customer service skill
• Integrity

3.    Common style as barrier to dealing

• The communicator styles matrix
• Examples of communication for each style

4.    Tools for dealing with conflict and complaint

• Get to it first
• Silence is golden
• Thank them
• Empathize
• Brainstroming
• Fishbone diagram
• Applying conflict style
• The interest-based relational approach

SIAPA YANG SEBAIKNYA MENGIKUTI TRAINING INI

Pimpinan (manajer/supervisor/head section) atau staf yang ingin meningkatkan kemampuannya dalam menangani konflik dan komplain dalam secara efektif dalam berbagai situasi.

INSTRUKTUR

Ir. Hendang Setyo Rukmi, MT dan Ir. Lukmanulhakim Almamalik, MT

Ir. Hendang Setyo Rukmi, MT. is a professional instructor in business and management, especially regarding Industrial Psychology, Organizational Behaviour, and Human Resources Management (topics : self development, motivation, leadership/supervisory, teamwork, stress and time management, problem solving and decision making, assertif behaviour, conflict management, negotiation, etc.); Communication (topics : bussiness letter writing, report writing and presentation skill, effective communicaton skill, etc.); Logistic Management (topics : procurement/purchasing, inventory control, warehousing, distribution, and supply chain management); Quality Management (topics : service quality management, costumer service and complaint handling, etc.); Project Management, Contract Management,  Engineering Economic, Cost Accounting and Financial Management (topics : budgetting, cost control, etc); Office Management and Filling System. She is undergraduate and master’s from Industrial Management and Engineering ITB and has international and nationally training experience. She is also lecturer in several university in Bandung (Institut Teknologi Nasional, Universitas Winaya Mukti, STIA LAN, etc.) and consultant for several companies and government institutional. In addition, he also has research experience at LAPI ITB.

Ir. Lukmanulhakim Almamalik, MT is a professional instructor in business and management, especially regarding Management Information System, Information Technology, System Thinking and System Modelling, Industrial Psychology, Human Resources Management, Communication, Filling System and Office Management, Quality Management, Accounting and Financial Management.  He is undergraduate and master’s from ITB (Industrial Management and Engineering) and has international and nationally training experience. He is also lecturer in several university in Bandung (STIA LAN, IPDN, Politeknik Piksi Ganesha, etc.) and consultant for several companies and government institutional.  In addition, he also has professional experience at various companies such as PT. Trans-Pacific Petrochemical  Indotama, PT. Swadharma Duta Data,  PT Media Nusa Komunika, and  PT. Talenta Cipta Sarana.

Their clients : PT. Timah Tbk. PT Arun LNG, PT. Batu Bara Bukit Kendi, PT. Chevron Pacific Indonesia,  PT. Freeport Indonesia, PT. Medco E&P,  PT. Semen Gresik (persero) Tbk.,  PT. Freefort,  PT. Petrochina International,   PT. Vico Indonesia,  PT. Pertamina,  Cnooc Ses Ltd.,  PT. British Petroleum, PT. Pupuk Kaltim,  PT. Badak NGL,  PT. Kaltim Pacific Amoniak,  PT. Bogasari, PT. Lekomaras,  PT. Kaltim Prima Coal (KPC),  PT. Star Energi, PT. Siemens, PT. Transportasi Gas Indonesia, PT. Alumina, PT. Aneka Tambang, PT. Mina Mas, PT. Bank Mutiara, PT. Bank Mandiri, PT. Pikiran Rakyat, Departemen Perindustrian RI, Pemda TK II Kota Bandung, Departemen Perhubungan, Kementerian Negara Koperasi dan UKM, Depdagri, etc.

TEMPAT TRAINING

• Hotel Golden Flower,  Bandung

DURASI TRAINING

3  hari

WAKTU TRAINING

1. 8 – 10 Agustus 2011

HARGA INVESTASI/PESERTA

1. Rp 4.950.000/peserta (bayar penuh)  atau
2. Rp 4.750.000/peserta (early bird, yang membayar 1 minggu sebelum training)  atau
3. Rp 4.500.000/peserta (peserta bergroup yang terdiri dari 3 peserta atau lebih dari 1 perusahaan yang sama)

FASILITAS UNTUK PESERTA

1. Modul Training
2. CD Training berisi materi training
3. Sertifikat
4. ATK: NoteBook dan Ballpoint
5. Jaket atau rompi atau T-Shirt
6. Tas atau ransel
7. Foto Training
8. Ruang Training dengan fasilitas Full AC dan multimedia
9. Makan siang dan 2 kali coffeebreak
10. Instruktur yang Qualified
11. Transportasi untuk peserta dari hotel penginapan ke hotel tempat training – PP (jika peserta minimal dari satu perusahaan ada 4 peserta)

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