Establishing Service Excellence
Tanggal
11-12 Juni 2013
Tempat
Hotel Menara Peninsula Jakarta(*)
Durasi pelatihan
2 hari (14-16 Jam)
Pembicara
Drs. Elyus Lanin, M.Si. has worked with many nationwide most wellknown organizations & companies, to include Department of Foreign Affairs, PT. Jamsostek, PT. Industri Pesawat Nusantara, RCTI, Bank Indonesia, PT. Kertas Kraft Aceh, PT. Jasa Raharja, PT. Indosat Tbk, PT. Telkom Tbk, BCA, PT. Unilever, HMS Sampoerna Tbk, PT. Freeport Indonesia, PT. Pupuk Sriwijaya, PT. Timah Tbk, Pertamina, PT. Krakatau Steel, PT. Wijaya Karya, PT.Bukit Asam, Garuda Indonesia, Indomobil, Bappenas, Bank Mandiri, PT. Askes and more; either as a consultant or professional trainer.
He applies his 15-plus years of management experience and expertise in human resources functional and management to deliver messages that focus on simple solutions to common, personal and organizational problems on each of his assignment. His field of expertise including structuring company’s organizational chart, job descriptions & specifications, payroll systems & models, thus it’s functional. When it comes to motivating and training people, Mr. Lanin is a simply entertaining, energetic and effective motivational keynote trainer/speaker who has presented over 200 training classes and seminars to include Effective Decision Making, Training for Trainers, Leadership & Selling Skills and last but not least Presentation Techniques.
Materi Pelatihan
- Pengertian tentang Service Excellence
- Tujuan dari Service Excellence
- Arti Excellence
- Apa yang dimaksud dengan Service Excellence
- Mengapa kita harus selalu menekankan kualitas Pelayanan yang Exellence terus menerus.
- Caring for Ourselves
- Meningkatkan rasa percaya diri
- Mengenali potensi diri
- Self disclosure & self awareness
- Penampilan yang profesional
- Pribadi Pemenang
- Caring Our Team
- Arti sebuah team
- Yang perlu diperhatikan dari sebuah team
- Caring for Our Customer
- Apa yang menghalangi pelayanan yang baik
- Apa yang sebenarnya dibeli Pelanggan
- Moment of Truth
- Telephone manner
- Caring for Difficult Situations
- Menangani situasi yang sulit secara professional
- Bagaimana menangani keluhan pelanggan
Investasi
Rp.3.500.000,- Non Akomodasi Penginapan
Souvenir, Flash disk, materi hand-out, 2x coffee break, makan siang dan sertifikat
Metode Pelatihan
Diskusi Konsep, Games dan Role Play
