Customer Service Excellence

Many companies claim that customer service is their first priority, yet few follow through on this promise. Providing exceptional customer service gives yourcompany a competitive edge. Exceptional customer service does not come from a marketing brochure or from the company president’s speech. Exceptional customer service is given by each and every employee, each and every day. You are the reason your company stands apart from the competition.

Customer service means different things to different customers. For the busy executive, it may mean prompt delivery at a reasonable price. For the office manager, it may mean a reliable service plan. For the lonely retiree, it may mean conversation and helpfulness. All of us would agree we want polite, courteous service. But is that enough?

Participant

• Front Line and back office professionals
• Customer Service Representatives

• Who Are Your Customers?
• How Customer Service Has Changed
• What Do Your Customers Want?
• Creating Positive Points of Contact

• Treating Your Customer as a Partner
• Developing a Positive Attitude
• Communicating Effectively with Your Customers
• The Cost of an Unhappy Customer

• Viewing Customers Positively
• Building an Emotional Connection
• Actively Listening to Your Customers

• Why Customers Get Upset
• Dealing With Customer Emotions

• Managing Customer Expectations
• Solving Problems When They Arise
• Dealing With the Customer Who Is Wrong
• Delivering Bad News
• When You Can’t Satisfy a Customer
• Talking With the Boss

• Providing One Voice for Your Customers
• Transferring the Customer
• Using the Hold Button

• What Makes a Customer Service Star?
• Taking Initiative
• Keeping Your Attitude Up All Day Long

• Developing Team Strategies
• Delivering Outer-Circle Service
• Cross-Selling and Up-Selling
• Taking Small Steps

A mix of interactive and participatory methods; this includes group and individual exercises, role play, case studies, videos and discussions. Participants will also be provided with an opportunity to start their “Personal Service Action Plan”; this will foster the transfer of learning.

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.

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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.