TRAINING CUSTOMER SERVICE MANAGEMENT
TRAINING CUSTOMER SERVICE MANAGEMENT
PELATIHAN CUSTOMER SERVICE MANAGEMENT
DESKRIPSI
Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn’t and identify how you can understand and provide good customer service.
Many businesses want to achieve “good customer service”. Right now that’s the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused.
The design of the course is to give participants a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system.
TUJUAN
1. Understand effective methods and strategies for creating excellent customer service.
2. Understand the challenges and problem solving methods of customer service.
3. Learn to recognize and provide not must “good” but “exceptional” customer service
4. Learn how to recognize “poor” customer service.
5. Learn how to “wow” your customer nderstand the communications in customer service.
6. Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty
MATERI
1. Welcoming customers
* The value of excellent customer service
* Why are we here?
2. Tourism, leisure and hospitality
* The tourism, leisure and hospitality industry
* The benefits of tourism
* The value of tourism
3. Understanding your customers
* The customer experience
4. Delivering service excellence
* Key elements of customer service
* Customer service trends
* Setting and maintaining standards
* First impressions
5. Communicating successfully
* The communication process
* Types of communication
* Are you listening?
* That’s a good question…
* Telephone techniques
6. Providing information and advice
* Presenting information to customers
* Knowing your local area
* Giving directions
7. Meeting specific needs
* Providing an accessible service
* Language and cultural diversity
* Welcoming customers of all ages
8. Dealing with difficult situations
* I’m the nice customer
* The causes of dissatisfaction
* Handling complaints
* Resolving problems
9. Boosting business
* Using customer service to boost business
* Improving quality
METODE
Presentation
Discussion
Case Study
INSTRUKTUR
Dr. Ir. Fauzi Hasan. MM, MBA, and Team
Jadwal Pelatihan Jakarta Training Tahun 2019 :
- 8-10 Januari 2019
- 6-8 Februari 2019
- 19-21 Februari 2019
- 4-6 Maret 2019
- 19-21 Maret 2019
- 16-18 Maret 2019
- 6-8 Mei 2019
- 18-20 Juni 2019
- 9-11 Juli 2019
- 13- Agustus 2019
- 10-12 September 2019
- 8-10 Oktober 2019
- 5-7 November 2019
- 10 – 12 Desember 2019
- 23-24 Desember 2019
Catatan : Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta
Lokasi Pelatihan di Jakarta :
- Yogyakarta, Hotel Dafam Malioboro
- Jakarta, Hotel Amaris Tendean
- Bandung, Hotel Golden Flower
- Bali, Hotel Ibis Kuta
- Surabaya, Hotel Amaris(6.00.000 IDR / participant)
- Lombok, Hotel Jayakarta
Investasi Pelatihan Tahun 2019 ini :
- Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
- Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas Training di Jakarta :
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
- FREE Akomodasi Peserta ke tempat pelatihan .
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
- Training room full AC and Multimedia
Ability to deliver ideas is very vital in business world. Lots of individuals became success in their field of works because they excel in communication skils – especially in presenting their ideas to others.
Presentasi yang berhasil adalah presentasi yang mampu mempengaruhi pendengar atas ide yang disampaikan oleh presenter. Presentasi yang menghenyak pendengar, jelas dan mengajaknya untuk bertindak merupakan indikator sebuah presentasi yang berhasil.
Leadership/Kepemimpinan merupakan criteria utama yang harus dimilki oleh seorang pemimpin. Tiap orang merupakan pemimpin, minimal bagi dirinya sendiri.