Tanggal
14 Maret 2009

Tempat
Hotel Harris Tebet / Hotel Park Lane Casablanca Jakarta

Pembicara / Fasilitator
CARLINA AGNES PATUWO

Lina holds a bachelor degree of secretarial science of Tarakanita Academy in Jakarta. After 28 years experience in Secretarial, Human Resources, Training, Management and Consultancy fields, Lina decided to concentrate in management consulting business. She set up and established her own business, PT. CHOICE MANAGEMENT CONSULTANTS in year 2005. Currently, Lina is an acknowledged facilitator in the area of personal effectiveness, communication skills, management development, recruitment, HR and Training, secretarial and office administrative, services, and personal branding since year 1999.

Harga
– Rp 1.500.000,00/Peserta (full fare)
– Rp 1.350.000,00/Peserta (Pembayaran sebelum tanggal 6 Maret 2009) (early bird)

Materi
This Effective Customer Service Skills program is designed for administrative professionals wants to interact more effectively with their superiors, colleagues, peers, subordinates, clients, vendors and other stakeholders in the organization.

Objectives:
Participants who have completed this program would be able to:
• Upgrade positive service attitudes
• Apply “positive power” to persuade and communicate with both internal & external customers
• Build trust, concern, and honesty
• Create a healthy and supportive work nature
• Listen effectively in order to collaborate appropriate result
• Manage stress, anger and other infertile emotions

TOPICS COVERAGE :
1. EFFECTIVE CUSTOMER SERVICE CONCEPT
2. HOW TO DEVELOP A POSITIVE SERVICE ATTITUDE
3. TYPE OF CUSTOMERS AND THEIR NEEDS, WANTS & XPECTATIONS
4. HANDLE CUSTOMERS’ ATTITUDES
5.COMMUNICATING WITH OTHERS IN A TOLERANT WAY
6. ACTIVELY LISTENING
7.MANAGE FACTS AND OPINIONS
8. PROBLEM SOLVING
9. HANDLE DIFFERENT CUSTOMER SERVICE SITUATIONS