Service Crucial For Managers
Tanggal
27 April 2013
Tempat
Hotel / Apt Batavia
Investasi
Early Bird 13 April 2013 : Rp 1.500.000,- /peserta
Full fare 27 April 2013 : Rp 1.750.000,- /peserta
Inspire Managers to Inspire Staff!
Energize your Managers to create an environment that works for your customers and your staff . Managers set the stage for customer service excellence. This comprehensive training process will build the infrastructure for excellent service.
For half-day training modules include:
module 1 : inspire people!
Management’s role is to model essential practices that are exemplary for the front line staff . Your managers will master the following essential practices :
- Generating a spirit of service
- Leading by example
- Developing your people
- Building trust
- Focus the organization on customer needs
module 2 : managing feedback
Organizations renown for customer service excellence take feedback from customers and front line staff seriously! Managers will master the skills to manage feedback and communication thus improving your service and your business.
- Build systems for getting customer and staff feedback
- Create strategies for responding to feedback
- Generate positive energy through feedback
module 3 : measuring service!
Do you know what is most important to your customers about your service? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people.
- Design measures for service areas that are important to your customers
- Build measurement into organizational and staff performance
- Make measurement fun and motivating for everyone
module 4 : recognizing excellence! communication!
Staff recognition is often the fi rst to falter when the going gets rough. Many times managers don’t have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.
- Identify what people value about working for you
- Develop service standards & build them into jobs
- Energize staff to delight customers through effective
Fasilitator
Irfan Prasatya
Irfan Prasatya adalah praktisi yang sangat berpengalaman di bidang Leadership, HRD dan Service Excellence selama lebih dari 20 tahun, Berbagai posisi manajerial di berbagai perusahaan ternama pernah beliau jalani antara lain: Personnel Manager Hyatt Regency Hotel Bandung, Training Manager Bintan Lagoon Resort, Training Manager PT. TNT Express and Logistics Indonesia, Corporate Director of Human Resources and Quality Assurance, PT Sobek Bali Utama, PT. Bali Berpetualang Dialam, PT. Taman Burung Citra Bali International. Serta General Manager HR dan GA, di Grup Restoran terkemuka (Mr. Baso, PT. Rice Bowl, Gloria Jeans Coff e). Kompetensi Irfan dalam mengajar berbagai topik service didukung oleh pengalamannya yang pernah berkarir sebagai Training Consultant.
Saat ini Irfan merupakan trainer professional untuk topik Leadership , Service Excellence, Communication Skills ,Team Building serta Presentation Skills. Beberapa perusahaaan yang pernah menjadi klien beliau antara lain ; Bank Mandiri, Bank Permata, Bank Danamon, Bank CIMB Niaga, BNI, Bank UOB Buana, Bank Indonesia, Bintang Tujuh,Oracle, Coca-Cola, Nestle, Alila Hotel, RS Pluit, Pertamina Hospital, Conoco Philips, Telkomsel, Bea Cukai, HM. Sampoerna , Bakrie Brothers,Gandum Mas Kencana, Grage Hotel Cirebon, RS Pertamina, RS Pantai Indah Kapuk, Cussons,The Harvest, Water Boom, Sriwijaya Air,Yamaha Music Manufacturing, PT Daya Adira Mustika, PT Indomaret , PT Wartsila, PT. South Pacifi c Viscose, PT Tota Indonesia, PT Indonesia Power, PT Allstom, PT Metrodata, PT Indah Kiat Pulp and Paper, PT Waterbom, PT Bintang Tujuh. Irfan Prasatya adalah lulusan Hotel Manajemen dan Ilmu Sosial Politik serta mendalami Metodologi Pendidikan dan Pelatihan dari International Training Centre, di Turino, Italia.
