Training Manajemen
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Effective Customers Service Excellent

Effective Customers Service Excellent

Hotel UNY, Yogyakarta | Senin-Rabu, 19 – 21 Agustus 2013 | Rp. 7.500.000 per peserta

 

 

ABSTRACK

Salah satu kunci sukses dari keberhasilan dalam meningkatkan penjualan adalah dengan berinteraksi dan menjalin hubungan baik dengan customer, dengan cara memberikan pelayanan yang memuaskan. Dengan berinteraksi dapat membangun kesempatan untuk mempromosikan produk, layanan dan perusahaan. Namun tidak mudah bagi pihak perusahaan untuk menjalankannya. Sukses dalam menciptakan kepuasan peklanggan sangat tergantung dari tingkat keahlian customer service. Dalam pelatihan ini akan dibahas bagaimana meningkatkan keahlian peserta menjadi customer service yang handal.

OUTLINE

1. Understanding the service

  • The Basic Concept of Customer Service
  • The role of customer service

2. Delivering the best service

  • The Ten Commandments of great Customer Service
  • Enhancing ability in delivering Effective Customer Service

3. Understanding the customer

  • Needs of customer
  • Why customers switch the service provider?
  • How to handle customer
  • How to handle difficult customer

4. Handling complaint

  • Effective Complaint Handling Process
  • Understanding Customers’ Points Of View
  • Build Effortless Rapport With Your Customers

5. Written Exercise

6. Etiquettes in Customer Service

  • The Objectives
  • The Function

7. Role Play 1 – How to deliver the best service?

8. The Basic skill of Customer Service Personnel

  • Appearance
  • Attitude
  • Language
  • Body Language
  • Behavior

9. Role play 2 – How to deliver the service?

10. Wrap Up

  • Do’s and don’ts in customer service
  • Customer Service Excellence in several companies

PARTICIPANT

Semua karyawan di bagian garda depan / bagian pelayanan pelanggan baik eksternal maupun internal karyawan

INSTRUCTOR

Veny Hidayat, MPsi, Psikolog

TIME AND VENUE

  • Hotel UNY Yogyakarta
  • Senin-Rabu, 19 – 21 Agustus 2013
  • 08.00 – 16.00 WIB

FEE

Biaya Rp. 7.500.000 per peserta (Non Residential).
FACILITIES
Training Modules, Training Kit, Certificate, Exclusive Souvenir, Dinner & City Tour, Coffee Break & Lunch
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Related posts:

  1. HANDLING CUSTOMERS COMPLAINTS
  2. Practical Service Excellence – PASTI JALAN
  3. PROFESIONAL CUSTOMER SERVICE EXELLENT : PRAKTEK DAN IMPLEMENTASINYA – Pasti Jalan
  4. GENERAL AFFAIRS MANAGEMENT SYSTEM – Pasti Jalan
Posted in: Customer Service, Services, Yogyakarta

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