MANAGING CUSTOMER SERVICE EXCELLENCE

Deskripsi

Managing Customer Service Excellence adalah program pelatihan yang bertujuan untuk memberikan pemahaman tentang bagaimana mengelola dan memberikan pelayanan pelanggan yang unggul dan berkualitas tinggi. Pelatihan ini dirancang untuk membekali peserta dengan keterampilan, pengetahuan, dan strategi yang efektif untuk menciptakan pengalaman pelanggan yang positif dan memuaskan. Pelatihan “Managing Customer Service Excellence” akan memberikan wawasan mendalam kepada peserta tentang bagaimana menciptakan budaya layanan pelanggan yang unggul dan meningkatkan citra perusahaan. Peserta akan diberdayakan dengan keterampilan yang diperlukan untuk mengelola situasi pelanggan yang beragam, meningkatkan kepuasan pelanggan, dan membangun hubungan jangka panjang yang bermanfaat dengan pelanggan. Semua itu akan berkontribusi pada keunggulan kompetitif organisasi di pasar yang semakin kompetitif dan berorientasi pada pelanggan.

Materi Pelatihan

Why Service

Why service is important
Why customer leave
What is customer service

Customer and Moment of Truth

Type of customer
Service chain
Cycle of service
Moment of truth

Customer Satisfaction

Why customer satisfaction
Customer satisfaction management
Basic human requirement
Customer satisfaction behavior
Customer satisfaction research

Communication Skills in Service

Communication process
Verbal communication
Non verbal communication
Listening effectively

Standard Service

Why standard service
How to measure standar service
Service standard implementation

Complaints handling and service recovery

Why customer complaint
What defines something as a complaint
Customer complaint resolution process
Service recovery techniques

Note (materi pelatihan bisa ditambah atau dikurangi disesuaikan dengan gap kompetensi yang diharapkan oleh client)

Pelatihan Serupa : Training Customer Service for Hospital

Tujuan Pelatihan

Pelatihan Managing Customer Service Excellence bertujuan untuk meningkatkan pengetahuan peserta mengenai konsep pengelolaan pelayanan pelanggan di perusahaan, proses pelayanan pelanggan yang efektif, teknik-teknik melayani pelanggan secara professional, dan juga tentang teknik komunikasi dalam pelayanan pelanggan, proses mengelola complain.

Jadwal dan Tempat Pelatihan

Bulan	Minggu I Bandung	Minggu II Jakarta	Minggu III Bandung	Minggu IV Yogyakarta
Januari	6-8	13-15	20-22	27-29
Februari	3-5	10-12	17-19	24-26
Maret	3-5	10-12	17-19	24-26
April	7-9	14-16	21-23	28-30
Mei	5-7	13-15	19-21	26-28
Juni	2-4	9-11	16-18	23-25
Juli	7-9	14-16	21-23	28-30
Agustus	4-6	11-13	18-20	25-27
September	1-3	8-10	15-17	22-24
Oktober	6-8	13-15	20-22	27-29
November	3-5	10-12	17-19	24-26
Desember	1-3	8-10	15-17	22-24

Harga Pelatihan

Offline

Public Training mulai dari 5.000.000 – 7.000.000 perorang

Inhouse Training mulai dari 850.000 perorang

Online

Public Training mulai dari 1.200.000 perorang

Inhouse Training mulai dari 600.000 perorang

Fasilitas yang tersedia

Sertifikat
Expert Trainer
Coffee Break 2x
Lunch
Tempat training: minimal hotel bintang 3
Materi pelatihan dalam bentuk hard dan soft
ATK
Backpack eksklusif
Jaket eksklusif (souvenir)
Dokumentasi

Instagram Kami : https://www.instagram.com/anntamandirisejahtera/

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