- July 23, 2019
- Posted by: admin
- Category: Manajemen Umum
CUSTOMER SERVICE MANAGEMENT
Background CUSTOMER SERVICE MANAGEMENT
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.
Objectives
- Understand effective methods and strategies for creating excellent customer service.
- Understand the challenges and problem solving methods of customer service.
- Learn to recognize and provide not must “good” but “exceptional” customer service
- Learn how to recognize “poor” customer service.
- Learn how to “wow” your customer nderstand the communications in customer service.
- Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty
Audience:
Individuals with intensive interaction with customers and with the strong interest on customer service management
Contents
Welcoming customers
- The value of excellent customer service
- Why are we here?
Tourism, leisure and hospitality
- The tourism, leisure and hospitality industry
- The benefits of tourism
- The value of tourism
Understanding your customers
- The customer experience
Delivering service excellence
- Key elements of customer service
- Customer service trends
- Setting and maintaining standards
- First impressions
Communicating successfully
- The communication process
- Types of communication
- Are you listening?
- That’s a good question…
- Telephone techniques
Providing information and advice
- Presenting information to customers
- Knowing your local area
- Giving directions
Meeting specific needs
- Providing an accessible service
- Language and cultural diversity
- Welcoming customers of all ages
Dealing with difficult situations
- I’m the nice customer
- The causes of dissatisfaction
- Handling complaints
- Resolving problems
Boosting business
- Using customer service to boost business
- Improving quality
Methods :
- Presentation
- Discussion
- Case Study
Time And Venue
- Hotel Melia Purosani ,Yogyakarta
- 6 – 8 Januari 2020
- 13 – 15 Januari 2020
- 20 – 22 Januari 2020
- 27 – 29 Januari 2020
- 3 – 5 Februari 2020
- 10 – 12 Februari 2020
- 17 – 19 Februari 2020
- 26 – 28 Februari 2020
- 2 – 4 Maret 2020
- 9 – 11 Maret 2020
- 16 – 18 Maret 2020
- 23 – 24 Maret 2020
- 30 Maret – 1 April 2020
- 6 – 8 April 2020
- 13 – 15 April 2020
- 20 -22 April 2020
- 27 – 29 April 2020
- 4 – 6 Mei 2020
- 11 – 13 Mei 2020
- 2 – 4 Juni 2020
- 8 – 10 Juni 2020
- 15 – 17 Juni 2020
- 22 – 24 Juni 2020
- 29 Juni – 1 Juli 2020
- 6 – 8 Juli 2020
- 13 – 15 Juli 2020
- 20 – 22 Juli 2020
- 27 – 29 Juli 2020
- 3 – 5 Agustus 2020
- 10 – 12 Agustus 2020
- 18 – 19 Agustus 2020
- 24 – 26 Agustus 2020
- 31 Agustus – 2 September 2020
- 7 – 9 September 2020
- 14 – 16 September 2020
- 21 – 23 September 2020
- 28 – 30 September 2020
- 5 – 7 Oktober 2020
- 12 – 14 Oktober 2020
- 19 – 21 Oktober 2020
- 26 – 28 Oktober 2020
- 2 – 4 November 2020
- 9 – 11 November 2020
- 16 – 18 November 2020
- 23 – 25 November 2020
- 30 November – 2 Desember 2020
- 7 – 9 Desember 2020
- 14 – 16 Desember 2020
- 21 – 23 Desember 2020
- 28 – 30 Desember 2020
Investasi & Fasilitas
- 6.400.000 (Non Residential)
- Quota minimum 2 peserta
- Fasilitas : Certificate,Training kits, Lunch, Coffe Break, Souvenir
- Bagi perusahaan atau instansi yang mengirimkan lebih dari satu peserta dengan judul dan waktu yang sama, maka peserta kedua dan selanjutnya akan dikenakan potongan herga sebesar Rp. 1.000.000 (Satu Juta Rupiah)
- Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta)
Lead Instruktur
Dr. Ir. Fauzi Hasan. MM, MBA, and Team
Untuk mengetahui Informasi jadwal training selain Online Training Certified Competency Development and Implementation Professional PT Eltasa Prima dapat dicek di link berikut: Jadwal Training 2022
Informasi dan pendaftaran training dapat dilakukan melalu kontak WA/SMS/TELP di nomor 081226247070 (Lia)
Kunjungi website Online Training PT Eltasa Prima lainnya untuk mengetahui informasi training lainnya di link berikut: www.e-trainingonline.com