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Training Customer Service Excellent

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Training Customer Service Excellent

Tanggal
29 Nov-01 Desember 2011

Jam Pelaksanaan
09 – 16.00 WIB

Tempat
Wisma MM UGM
Yogyakarta

DESKRIPSI
Salah satu kunci sukses dari keberhasilan dalam meningkatkan penjualan adalah dengan berinteraksi dan menjalin hubungan baik dengan customer, dengan cara memberikan pelayanan yang memuaskan. Dengan berinteraksi dapat membangun kesempatan untuk mempromosikan produk, layanan dan perusahaan. Namun tidak mudah bagi pihak perusahaan untuk menjalankannya. Sukses dalam menciptakan kepuasan peklanggan sangat tergantung dari tingkat keahlian customer service. Dalam pelatihan ini akan dibahas bagaimana meningkatkan keahlian peserta menjadi customer service yang handal.

MATERI
1. Understanding the service
a. The Basic Concept of Customer Service
b. The role of customer service

2. Delivering the best service
a. The Ten Commandments of great Customer Service
b. Enhancing ability in delivering Effective Customer Service

3. Understanding the customer
a. Needs of customer
b. Why customers switch the service provider?
c. How to handle customer
d. How to handle difficult customer

4. Handling complaint
a. Effective Complaint Handling Process
b. Understanding Customers’ Points Of View
c. Build Effortless Rapport With Your Customers

5. Written Exercise

6. Etiquettes in Customer Service
a. The Objectives
b. The Function

7. Role Play 1 – How to deliver the best service?

8. The Basic skill of Customer Service Personnel
a. Appearance
b. Attitude
c. Language
d. Body Language
e. Behavior

9. Role play 2 – How to deliver the service?

10. Wrap Up
a. Do’s and don’ts in customer service
b. Customer Service Excellence in several companies

PESERTA
Semua karyawan di bagian garda depan / bagian pelayanan pelanggan.

INSTRUKTUR

• Erik Hadi Saputra, S.Kom.
  Pengalaman di bidang IT, Public Speaking & MC
• MC Maryati
• Fauzan Asmara
• Bambang Darmadi

REGISTRASI
Rp.4.000.000,-/Peserta ( Non Residensial)
Including : Sertificate,Training Modules, Workshop kit, Lunch, Snacks.

Registrasi Tidak Mengikat

1. Judul Training (Copy Paste)
2. Nama(required)
3. Email(valid email required)
4. Nama Perusahaan(required)
5. Jabatan(required)
6. Telp Kantor(required)
7. Fax
8. No HP(required)
9. PIN BB
10. Mohon untuk tidak memesan tiket perjalanan / akomodasi penginapan sebelum ada kepastian training akan berjalan.
11. Pesan
12. Jumlah peserta yang ikut
13. Jenis pembayaran (transfer atau cash)

 

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TAG:
customer service excellent, customer service training, training customer excellent Yogyakarta, Training Customer Service Excellent

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