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Customer Service Excellence

Training SDM

22-23 Februari 2024

09:00-

15:00

Online via Zoom Meeting

Description

Secara harfiah ada ratusan alasan mengapa setiap organisasi harus menempatkan harga yang mahal untuk memuaskan pelanggan, setidaknya tiga hal penting yang perlu diperhatikan organisasi penyedia jasa layanan:
•Kepuasan pelanggan merupakan kewajiban bagi organisasi penyedia layanan untuk memenuhi apa yang diharapkan sebagai bagian dari misi organisasi.
•Kepuasan pelanggan akan mendatangkan nilai ekonomis, karena kesan positif dari mulut ke mulut akan mengarah pada pembelian yang lebih tinggi
•Meningkatkan kepuasan pelanggan dapat mempengaruhi semangat kerja dan retensi karyawan.
Organisasi yang menyediakan jasa layanan haruslah efisien, efektif, sangat baik dan adil, segala sesuatu yang mereka lakukan haruslah dilakukan dengan hati. Prinsip customer oriented (berfokus pada pelanggan) menempatkan frontline atau garis terdepan berperan sama pentingnya seperti peran besar perusahaan.
Sebuah training Customer Service Excellence dikembangkan untuk memberikan cara praktis agar organisasi berfokus pada pelanggan, dimana Training Customer Service Excellence -the key to customer loyalty ini merupakan hasil ramuan dari penelitian, model manajemen dan operasional, dan yang terpenting, pengalaman praktis sebagai penyedia layanan.
Tujuan
Topik
Customer Service Self-Assessment
  • This self-assessment will help you measure your current customer service skills and the customer environment.
  • This consist of multiple choice questions required to be answered by all the training participants.
    Customer Satisfaction as a Discipline
  • Why is Discipline Important?
  • Putting Customer Satisfaction into Action The Quality First
  • Connection
  • Attitude
  • Feedback
  • Quality Improvement
  • How Many Customers do You Have?
    The Basics of Customer Satisfaction
  • Customer Satisfaction Begins with an Attitude
  • Creating the Comprehensive Program
  • Training Everyone in the Organization
  • Top Manager Need Customer Training, Too.
  • Using Technology and Systems
  • Securing Valuable and Constant Feedback
    Customer Service Excellence Standard
  • Customer Insight
  • Customer Identification
  • Engagement and Consultation
  • Customer Satisfaction
  • The Culture of the Organization
  • Leadership, Policy and Culture
  • Staff Professionalism and attitude
  • Information and Access
  • Range of Information
  • Quality of Information
  • Access
  • Co-operative working with other providers, partner and communities
    Delivery
  • Delivery Standards
  • Achieved Delivery and Outcomes
  • Deal effectively with problems
    Timeliness and Quality of Service
  • Standards for Timeliness and Quality
  • Timely Outcomes
  • Achieved Timely Delivery
    Segmenting the Customer Base
  • Defining Customer Groups
  • Developing Profiles
  • Starting with a Vision
  • Customer Satisfaction Plans
  • Measuring and Tools for Tracking “Micro”
    Satisfaction Levels
  • Quality Improvement from the Customers Point of View
    Continuously Improving Customer Service
  • Conducting a Customer Service Audit
  • Reviewing Your Customer Service System
  • Putting Your Learning to Work
  • Action Planning Form
  • Self-Check Review
    Communicating Effectively with Customers
  • Developing Active Listening Skills
  • Speaking in the Positive: Words & Tones of Voice
  • Body Language: Yours and Theirs
  • Understanding Your Customers Communication Style
  • Handling Complaints and Conflicts
    Revolutionizing How Our Field Defines Quality
  • Quality Frameworks That Drive Organizations Toward Excellence
  • Process Improvement
  • Relationship between Quality, Customer Satisfaction, and Customer Service Excellence
  • Where do we go from here?
  • Target Peserta
    Semua orang yang berinteraksi dan melayani orang lain baik internal maupun external perusahaan, termasuk staf Customer Service, Engineering, Petugas Lapangan, Account Managers, Staf Accounting maupun managers’ yang mau menambah skill mereka dan melatih staf mereka.
    Fasilitas dan Kelengkapan Training
    1. E-Certificate
    2.Softcopy Handout Materi

    Cost

    Online

    Rp. 3.750.000/ Individu

    Rp. 3.500.000/ Individu (Min 3 Orang)

    Offline

    Rp. 5.500.000/ Individu

    Rp. 5.000.000/ Individu (Min 3 Orang)

    Status event

    Waiting

    WhatsApp Support Chat