How To Handle Criticism And Complain (BANDUNG)

How To Handle Criticism And Complain (BANDUNG)

TRAINING TIME :
TRAINING DURATION :   3 hari

VENUE :   Hotel Kagum Group Bandung (Golden Flower, Banana Inn, Grand Seriti, Carrcadin, Amaroossa, Grand Serela, Gino Feruci, Verona Palace, Malaka, Zodiac Taurus)

TRAINING OBJECTIVE :

• Memberi bekal kepada para peserta agar mampu menjawab tuntutan yang semakin dirasakan perusahaan, yaitu pelayanan yang professional (Efisien dan efektif serta ramah)
• Memiliki Pengetahuan untuk menganalisis Customer.
• Mampu menangani kritik dan komplain secara professional

CAKUPAN MATERI TRAINING :

1. Criticism and complain
2. Knowing yourself before knowing other
3. Knowing characteristics of the customer
4. Empathy Communications
   • Listening not hearing
   • Becoming interactive listener
5. Developing your emotional intelligence
6. Positive Mental Attitudes
7. Balance of power ( physical, mental and verbal )
8. Handling objections
9. Handle criticism
   • Examine your self
   • Do Not Confront. Act Accordingly
   • Less is more
10. Handle complain
    • How to respond each complaint
    • How to find Troubleshoot the problem
    • Have a plan to handle complain

INVESTATION PRICE/PERSON :

• Rp 4.950.000/person (full fare)  or
• Rp 4.750.000/person (early bird, payment 1 week before training)  or
• Rp 4.500.000/person (if there are 3 or more participants from the same company)

FACILITIES FOR PARTICIPANTS :

1. Modul Training
2. Flashdisk Training berisi materi training
3. Sertifikat
4. ATK: NoteBook dan Ballpoint
5. T-Shirt
6. Ransel
7. Foto Training
8. Ruang Training dengan fasilitas Full AC dan multimedia
9. Makan siang dan 2 kali coffeebreak
10. Instruktur yang Qualified
11. Transportasi untuk peserta dari hotel penginapan ke hotel tempat training – PP (jika peserta minimal dari satu perusahaan ada 4 peserta)