Service Recovery : Create Loyal Customers For Life

Tanggal
20 – 22 February 2012
14 – 16 Mei 2012
03 – 05 September 2012
12 – 14 November 2012

Tempat
Hotel Golden Flower Bandung

Materi Training
1. WHY IS SERVICE RECOVERY SO IMPORTANT ?
OBJECTIVES IN THIS SESSION:
Because this Topic will tell you about how to Empowerment Employees and at the same time to keep the Customer loyal to our Company even to bring their family, friends and relatives come to our company.

TRAINING OUTLINE IN THIS SESSION :
a. What is Service Recovery

The Step that should follow a mistake
Aim at the individual
Solving the Customer problem
Creating Customer satisfaction

b. Putting a smile on a Customer face

Wonderful Service
Quick Service
Precise Service

METHOD IN THIS SESSION:

Presentation
Discussion
Answer & Question

2. CREATE LOYAL CUSTOMER FOR LIFE
After completing the course, the participants of Service Recovery Course will be expected to be able to:

Solving a customer’s problem. They understand the importance of service recovery to their bottom lines.
They drive superior customer service strategically. That means everyone, from the CEO on down, walks the talk and reinforces the importance of customer service.
They make sure their policies, procedures and systems are customer-friendly.
They hire good people and treat them well, investing time and money to train and coach them in the art of customer service.
They empower their employees, giving them the authority to bend and break the rules, to use their common sense and to take care of the customer.

METHOD IN THIS SESSION :

Lecturing and presentation
Discussion
Role Playing

WHO SHOULD ATTEND THIS TRAINING? :

General service supervisor/ superintendent/ manager
Camp service or township supervisor/ superintendent/manager
Field operation supervisor/superintendent/manager
Logistic supervisor/superintendent/manager
Staff who deals or takes care and involve in contract of accommodation and catering services
Everybody or professional who wants to broaden knowledge or gain Benefit from this course

TRAINING INSTRUCTOR
Teddy Lukman, S.Sos,
was graduated from National Hotel Institute Bandung in 1978. In practical ha had experience as Manager at Ramada Hotel in Frankfurt Germany 1989, and as Manager at Sari Ater Hotel 1986. Currently he is teaching Hotel Management System at National Hotel Institute in Bandung. He is very familiar for the hotel management software like Prolog Hospitality System, HIS AS-400 IBM, Maxial, MYOH, and Fidelo. Instead of lecturer he also gives in-house training in hotel management system at four–star and five-star hotels in Indonesia

TRAINING DURATION :
3 days

INVESTATION PRICE/PERSON :

Rp 5.500.000/person (full fare) or
Rp 5.250.000/person (early bird, payment 1 week before training) or
Rp 4.950.000/person (if there are 3 persons or more from the same company)

FACILITIES FOR PARTICIPANTS

Training Module
Training CD Contains Training Material
Certificate
Stationeries: NoteBook and Ballpoint
Jacket or Waistcoat or T-Shirt
Bag or Backpackers
Training Photo
Training Room with Full AC Facilities and multimedia
Once lunch and twice coffeebreak every day of training
Qualified instructor
Transportation for participants from hotel of participants to/from venue of training(if minimal number of participants from one company is 4 persons)