Lead A Service Team
Tanggal
26-27 Oktober 2011
Tempat
Bidakara Hotel, Jakarta
INVESTASI
Rp 3.500.000 / person
Payment received before 10 October 2011 : Rp.3.300.000/person
Pembicara
Wardhani Soedjono
A Life-time Service Practitioner
- President Director of PT VADS Indonesia(World Top Outsourcer Company in Contact Center World 2010)
- Former Vice President, Service Delivery and Contact Management, P.T. Excelcomindo Pratama, Tbk.
- Has an in-depth experience in service industry and service leadership as a practitioner (30 years of working experience in various multinational companies).
- Has been a public speaker and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Direct Marketing, Malcolm Baldrige Quality Program, Contact Center Management, Competency Based Human Resource Management, etc.
- Certification: IBM’s Quality Assessor and Benchmarking Coordinator (1993); COPC Registered Coordinator (2005).
- World Best Contact Center Leader in Contact Center World 2010
DESCRIPTION
As a Customer Service Manager or Team Leader, your success is measured by how well you get the work done with and through your team. Lead A Service Team provides management training in the skills every Team Leader / Manager must have in order to achieve team synergy and success .
Training Objectives:
This training will help you :
- Understand your role as a service leader in achieving customer satisfaction
- Establish team purpose and direction
- Effectively hire, motivate, train and empower customer service representative
- Monitor service level performance
- Coach team members to improve performance
Who Should Attend :
- Customer Service Manager
- Customer Service Team Leader / Supervisor
- HR / Training Manager
Training Outline :
The Service Managers’ Function as a Role Model
- Lead your Team with clear vision and direction
- Demonstrate the behaviors and skills necessary to be an effective role model for your team
- Display actions that build trust within your team
- Create an environment of learning and curiosity
Hiring and Training Customer Service Representative
- Identify key attributes for selecting high quality representative
- Some interview techniques
- Identify appropriate training courses for the team
Performance Management and Monitoring in Customer Service
- Set team goals & Key Performance Indicator (KPI)
- Some techniques of Coaching & Counselling
- Manage difficult employees
- Samples of Reward and Recognition programs
- Some techniques of monitoring performance
Talent Management
• Identify the best from the crowd
• Grooming a new tim leader
Get The Experience from Best Practice Companies: Sharing Session ( Day two, 02.00 pm-05.00 pm)
- Wani Sabu, Kepala Biro Halo BCA
- Endro Utomo, Service Department Head of PT Astra International Daihatsu Sales Operation
- Moderator : Wardhani Soedjono, President Director of PT VADS Indonesia
