Hotel berbintang di Yogyakarta ( Grand Aston*****/ Phonix**** / Ibis***/ MM UGM ) / 18-20 September 2012 / IDR 5.500.000,-
DESKRIPSI TRAINING
Salah satu kunci sukses dari keberhasilan dalam meningkatkan penjualan adalah dengan berinteraksi dan menjalin hubungan baik dengan customer, dengan cara memberikan pelayanan yang memuaskan. Dengan berinteraksi dapat membangun kesempatan untuk mempromosikan produk, layanan dan perusahaan. Namun tidak mudah bagi pihak perusahaan untuk menjalankannya. Sukses dalam menciptakan kepuasan pelanggan sangat tergantung dari tingkat keahlian customer service. Dalam training ini akan dibahas bagaimana meningkatkan keahlian peserta menjadi customer service yang handal.
MATERI TRAINING
1. Understanding the service
a. The Basic Concept of Customer Service
b. The role of customer service
2. Delivering the best service
a. The Ten Commandments of great Customer Service
b. Enhancing ability in delivering Effective Customer Service
3. Understanding the customer
a. Needs of customer
b. Why customers switch the service provider?
c. How to handle customer
d. How to handle difficult customer
4. Handling complaint
a. Effective Complaint Handling Process
b. Understanding Customers’ Points Of View
c. Build Effortless Rapport With Your Customers
5. Written Exercise
6. Etiquettes in Customer Service
a. The Objectives
b. The Function
7. Role Play 1 – How to deliver the best service?
8. The Basic skill of Customer Service Personnel
a. Appearance
b. Attitude
c. Language
d. Body Language
e. Behavior
9. Role play 2 – How to deliver the service?
10. Wrap Up
a. Do’s and don’ts in customer service
b. Customer Service Excellence in several companies
PESERTA TRAINING
Semua karyawan di bagian garda depan / bagian pelayanan pelanggan.
WAKTU & TEMPAT
18-20 September 2012
08.00 – 16.00 WIB
Hotel berbintang di Yogyakarta ( Grand Aston*****/ Phonix**** / Ibis***/ MM UGM )
INSTRUKTUR
Djati Yulitriarso, Drs., MM
METODE
Presentation, Discussion, Case Study, Evaluation Pre test & Pos Test
FASILITAS
1. Training Module
2. Training CD contains training material
3. Certificate
4. Stationeries: NoteBook and Ballpoint
5. Jacket or waistcoat or T-Shirt
6. Bag or backpackers
7. Training Photo
8. Training room with full AC facilities and multimedia
9. Once lunch and twice coffeebreak every day of training
10. Qualified instructor
11. Transportation for participants from hotel of participants to/from hotel of training
REGISTRASI PESERTA
Biaya kursus: Rp. 5.500.000,- per orang (Non Residential)
Pembayaran dapat dilakukan melalui transfer dinomor rekening:
PT Bank Mandiri Cabang Yogyakarta Sudirman
No. Rek. 137-00-0735491-9
a/n PT. BEXCELLENT MITRA CEMERLANG
INFORMASI TRAINING
Bexcellent Consultant
Jl. Parangtritis Km 6,5 (Komplek Kampus ISI) Sewon, Bantul, Yogyakarta
Phone : 0274—7855441 Fax. : 0274—414137
E-mail : fajarianto15@bexcellentjogja.com
Website : http://www.bexcellentjogja.com
Cp: Fajar (087 839 890 326)
FORM REGISTRASI
[contact-form subject=”trainingjogja EXCELLENT CUSTOMER SERVICE”
to=”fajarianto15@bexcellentjogja.com”] [contact-field label=”Name” type=”name” required=”true” /] [contact-field label=”Tempat/ Tgl Lahir” type=”text” required=”true” /] [contact-field label=”Pendidikan Terakhir” type=”text” /] [contact-field label=”Instansi” type=”text” required=”true” /] [contact-field label=”Jabatan” type=”text” /] [contact-field label=”Alamat Kantor” type=”textarea” /] [contact-field label=”Telephone Kantor” type=”text” /] [contact-field label=”No. Handphone” type=”text” /] [contact-field label=”Email” type=”email” /] [contact-field label=”Pesan” type=”textarea” /] [contact-field label=”Waktu Pelatihan” type=”text” /] [/contact-form]