Lead A Service Team. WA : 0899-8121-246
Daftar SegeraJadwal Training Lengkap 2018
Jadwal Training Pelatihan :

Lead A Service Team

Lead A Service Team

26-27 Oktober 2011

Bidakara Hotel, Jakarta

Rp 3.500.000 / person
Payment received before 10 October 2011 : Rp.3.300.000/person

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

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


Registrasi Tidak Mengikat
  1. Judul Training di atas bisa dijadikan sebagai topik INHOUSE TRAINING. Jika Anda membutuhkan bantuan free konsultasi bisa hubungi 0851-0197-2488/ 0899-8121-246
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