Customer Service Excellence Workshop
Jakarta, 26-27 August 2013 | 09.00 – 16.00
Program Objectives:
- Identify the key concepts in relation to providing customer service excellence
- Review, refine, and develop further both the skills and processes required to ensure excellent customer service
- Establish the skills required to identify new or additional sales opportunities
- Practice these skills in a number of customer service situations
Program Content:
- What is Excellent Customer Service?
- Review of Customer Service Standards
- Barriers to Excellence
- Developing the Customer Relationship
- Building Rapport
- Demonstration Empathy
- The Role of Prioritization / Time Management in Relation to Customer Service
- Essential Communication Skills
- Use of Voice
- Dealing with Difficult People
- Creating a Professional Image
- Customer Service Skills Practice
- Summary: Action Planning & Evaluation
Who Should Attend:
Customer Service staff, Front-liners, and all staff who wish to have a better understanding of the key principles of providing excellent customer service.
Program Method:
As well as providing a theoretical grounding, the workshop will also give the participants the opportunity to utilize and practice their developing skills and competencies through activities and discussions
Learning Partner:
Antonius Karya
Anton got his Bachelor of Computer Science from University of Bina Nusantara. He has more than 15 years’ experience in Field of Sales and Marketing; Starts from first level staff until the head of the division staff in various fields of business, last active in the telecommunications company, resigned in early 2008. Currently, he is building and leading businesses in various fields, such as training and consultancy, automotive, financial services, distribution, property, IT, and counting. Since 2004 up to now, Anton has actively developing the profession as a Trainer, Coach and Consultant. Learn the various self-development of science such as NLP, Hypnosis, NAC, Psycho Cybernetics, DISC, Emotional Intelligence, Mind Mapping, Speed Reading, and Holistic Communication Skills, and continue to renew himself with knowledge.
Program Investment:
IDR 3,250,000 per person
Incl. material handout, certificate, and 2x refreshment during coffee breaks
