QUALITY CUSTOMER SERVICE

WHAT THIS COURSE CAN DO FOR YOU…

• Defining good service
• Adapting a professional approach to clients
• Communicating correctly with customers
• Building customer relationships
• Dealing with difficult clients
• Analysing service levels
• Personal accountability

COURSE CONTENT

Introduction to Customer Service – 21st Century Challenges

• Characteristics of a “21st Century Organisation”
• Proactive behaviour and empowerment
• Knowledge management

Good vs. Poor Service

• Evaluate your own Customer Service Levels
• The dimensions of service quality

Who is my Customer?

• Looking at the external customer
• Researching the competitors
• The importance of treating internal customers correctly

Customer Satisfaction

• The concept of the ‘Moment of Truth’
• Retaining clients

Wow! Service – Going the Extra Mile

• Adding value

Dealing with Customer Complaints

• Principles for handling the irate customer
• Using the complaint to improve service

Measuring Customer Service

·          Setting service standards

Communication Skills – a Vital Tool for Excellent Customer Service

• Sender and Receiver
• Channels of communication
• Listening skills
• Questioning techniques
• Body language
• Barriers to communication
• Assertiveness skills
• Handling conflict
• Basic negotiation skills

Courtesy

• Explain the concept of courtesy
• List examples of good or poor manners
• Find ways in which different cultures view politeness

 

Understanding and Communicating with your Customer

• Explain the benefits of shifting communication styles with different personality types

·          Explore ways of dealing with different customer-types in all situations

Kami memberikan alternatif Fasilitas atas Investasi anda dalam Program ini, diantaranya :

1. Sertifikat, Peralatan Training, USB, Souvenir, Lunch, Coffe Break, City Tour
2. Running minimal 2 Orang (Semarang, Jogja, Solo), Running minimal 3 Orang (Bandung, Jakarta), Running 4 Orang diperuntukan untuk daerah (Bali, Lombok, Manado, Balikpapan)
3. Kami menyediakan transportasi antar Jemput dari Stasiun/Bandara ke Tempat Pelatihan(Hotel) bagi perusahaan yang Running minim 2 Orang
4. Harga dilampirkan di Brosur Penawaran

Untuk daerah luar Kota Yogyakarta Harga Menyesuaikan.

Hotel Pilihan (Sementara) Bisa Menyesuaikan sesuai Kesepakatan.

1. Hotel Ibis Malioboro, Yogyakarta
2. Hotel Ibis, Solo
3. Hotel Ibis Simpang Lima Semarang
4. Hotel Fave, Balikpapan
5. The Santosa Villa and Resort, Lombok
6. Hotel Nagoya Plaza, Batam
7. Hotel Gino Ferruci, Bandung
8. Hotel Fave Pasar baru Jakarta, Jakarta
9. Hotel Santika Kuta, Bali
10. Hotel Aston, Manado
11. Hotel Santika Pandegiling, Surabaya

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Tambahan Informasi :

1. Silahkan tanyakan ketersediaan Tanggal dan Waktu dari jadwal training terbaru apabila anda tidak menemukan waktu yang sesuai dengan jadwal anda.

2. Training dapat disesuaikan dengan kebutuhan perusahaan jika dalam bentuk In-House Training. Silahkan baca ketentuan In-House Training diwebsite kami atau hubungi kami di Nomer Mobile untuk mendapatkan Fast Respon.

3. Silahkan mengisi Form Request Training di website kami untuk mendapatkan informasi tambahan yang belum ada, atau jika anda ingin menanyakan usulan materi sesuai kebutuhan perusahaan. Hubungi kami lewat email yang tertera atau Register disini!

4. Apabila telah menerima Silabus Training, Customer dapat Request Waktu Training yang diinginkan.

5. Informasi dan Data yang jelas akan memudahkan kami untuk segera merespon permintaan anda.

Customer Dapat Request Tempat, Waktu, serta Fasilitas Training. Silahkan Hubungi kami untuk Menerima Brosur Penawaran.