Mengapa Customer anda tidak kembali lagi? Sebuah survey menunjukkan penyebabnya adalah: 1% karena meninggal dunia, 3% Pindah rumah, 5% Dipengaruhi teman, 9% pindah ke kompetitor, 14% Tidak puas dgn Product/Service dan 68% karena sikap & perilaku karyawan perusahaan.
Untuk anda para Frontliner, Customer Service, Sales & Marketing yg ingin meningkatkan kualitas pelayanan Customer semakin Excellence, ikuti The Best One Day Training:
Customer Service Excellence
- Bagaimana menjadi seorang Frontliner yg professional.
- Teknik menggali, memahami & memenuhi kebutuhan Customer.
- Communications Skills, Active Listening & Telephony Skills.
- Body Language, Kesan Pertama, Penampilan, Sikap Positif dan Etika.
- EQ: Kecerdasan Emosional utk melayani Customer dgn Sepenuh Hati.
- Handling Complaint: Menghadapi Customer yang Sulit, Marah, dan Agresif.
- Menguasai 10 Teknik “Close The Sales” utk meningkatkan penjualan.
- Customer Relationship Management & Customer Loyalty.
Materi pelatihan:
1.Pengembangan Diri
Self Motivation, Yes I Can Attitude & Never Give Up, Positive Attitude, Communication Skill, Emotional Intelligence.
2.Memahami Customer
Understanding Customer Behaviour, Understanding Customer Needs, Understanding Customer Buying Process
3.Berinteraksi & Berkomunikasi dengan Customer
First Impression, Greeting, Approach The Customer, Communicate with Customer: Communication Process, Verbal / Non-verbal, Active Listening.
4.Ketrampilan Komunikasi via Telephony
Customer Interaction by Phone & Messenger
5.Menyampaikan Solusi & Negosiasi
Product Knowledge, Features, Advantages and Benefits, Demonstration & Trial
6.Mengatasi Keberatan Customer
Listen Carefully , Agree with them, Separate the Objection, Propose a Solution, Answer the Objection, Confirm your answer
7.Closing Techniques
Affordable close, Alternative close, Assumptive close, Balance-Sheet close , Best-Time close, Bonus close, Demonstration close, Emotion close, IQ close.
8.Meningkatkan Nilai Transaksi
Offering Alternatives, Add On , Up-Selling , Cross Selling
9.Menjaga Hubungan Baik dgn Customer & Mengatasi Komplain
Taking Feedback, Follow-Up, Issue Resolution, Complaint Handling
Pembicara
By: Haryo Ardito
Professional Service Excellence Trainer
Seorang Professional Trainer & Public Speaker sukses, dgn pengalaman 17 tahun di Sales & Distribution, dikenal sebagai DieHard Motivator dan kini sbg Professional Trainer hadir dgn materi CUSTOMER SERVICE EXCELLENCE yg diciptakan khusus utk para FRONTLINER.
Telah memberikan pelatihan kpd ratusan ribu orang dari ratusan perusahaan spt: Indosat, LG Electronics, Samsung Electronics, Oriflame, Natasha Skin Clinic Center, Bank Indonesia, Bank BII, Bank CIMB Niaga, Asuransi Central Asia, Krama Yudha Tiga Berlan, Astra, MPM Honda Motor, Mitra Guru Indonesia, Aneka Tambang, RCTI, Trans-TV, Djarum Foundation, Pertamina, Nissin Mas, Indofood, Askrindo dan ratusan lainnya.
Rabu, 18 Oktober 2017,
Jam 08.30-16.30 WIB
di Twin Plaza Hotel, Tomang
Jl. Letjend. S Parman 93 I, Jakarta Barat
Normal Price Rp. 1.450.000 / orang
Termasuk: Lunch & 2xCoffee Break, Makalah, Sertifikat & Souvenir
Lunas 7 Hari sebelumnya Discount Rp. 250.000,-
*Daftar 4 Gratis 1
