Service Excellence & Handling Customer Complaint

Transkripsi

1 Service Excellence & Handling Customer Complaint Batch 5 : 2-3 Agustus :00-17:00 WIB Jakarta Training Consulting Assessment WA : Pin BB : 2262D278 [email protected] Website :

2 Latar Belakang Penanganan komplain pelanggan yang efektif adalah salah satu aspek penting dari program layanan prima. Pelanggan yang komplain memberikan kesempatan kepada perusahaan untuk mengidentifikasi dan menyelesaikan masalah yang terjadi serta peluang perusahaan untuk menunjukkan level pelayanan prima kepada pelanggannya. Menghadapi pelanggan yang komplain atas layanan atau produk perusahaan perlu ditangani dengan sikap empati dengan kemampuan struktur komunikasi yang baik dalam upaya mengendalikan pembicaraan untuk mencapai hasil yang diinginkan. Sebuah keluhan pelanggan yang mampu ditangani dengan baik akan memenangkan hati pelangggan dan dapat menjadikannya sebagai pelanggan setia perusahaan. Tujuan Setelah mengikuti pelatihan ini, setiap peserta diharapkan mampu untuk : 1. Memahami perlunya merubah pola pikir 2. Memahami esensi layanan prima 3. Mengenali cara menciptakan kepuasan pelanggan 4. Mendorong efektivitas peran setiap individu dalam menciptakan layanan yang menjual Target Peserta Customer Service Officer / Frontliners Resepsionis Sales Officer Staf Operator / Teknisi perusahaan

3 Materi Pelatihan Change Your Mindset Dunia sudah berubah Apa tantangan bisnis saat ini Bagaimana Anda merespondnya Proaktif vs Reaktif Service Mindset Kenapa butuh service yang baik Tujuan dari bisnis adalah menciptakan dan mempertahankan pelanggan Being Excellent Perilaku konsumen yang telah berubah Serve Hard or Die Hard Konsep Layanan Definisi Layanan Prima Persepsi dan ekspektasi Apa yang dihargai pelanggan 4 (empat) Tingkat Kepuasan Pelanggan : Basic, Expected, Desired, Unanticipated Up Your Service Mindset Moment of truth Titik kontak pelanggan Rantai layanan Bagaimana melakukan Service Excellence Membangun Citra Profesional Pengetahuan, Keterampilan, Penampilan Penampilan dalam bisnis Citra diri Profesional Standar Berpenampilan Standar Berpakaian Standar Berperilaku Komunikasi Layanan Nada suara, kata kata dan bahasa tubuh Aspek komunikasi verbal : Pemilihan kata Mendengar empatik Teknik bertanya Teknik menjelaskan Aspek Komunikasi Non Verbal Menangani Keluhan Pelanggan Harapan pelanggan Identifikasi motif dan kebutuhan riel pelanggan Perbedaan kebutuhan emosional dan rasional pelanggan Menunjukkan empati Menunjukkan sikap dan perilaku ingin membantu Fokus pada solusi

4 Fasilitator Master Trainer Service Leadership dengan pengalaman lebih dari 20 tahun sebagai Senior Manager Customer Service di berbagai perusahaan ternama Co Facilitator : Tohap Simanjuntak Managing Director Service Leadership Consulting Certified MBTI Practitioner, CPP International Singapore Certified DISC Trainer, DISC Indonesia WILEY USA Certified Behavioral Analyst (CBA), The Discovery Institute Singapore Training Consulting Assessment : WA : Pin BB : 5FE266D1 [email protected] Website : Service Leadership is a Service Quality & Human Resource Consulting firm dedicated to creating sustainable high-performance organizations. We provide consulting & training to : Create high-performance cultures that drive bottom-line results and reinforce your organization s mission and values. Develop leaders at all levels who can manage the business and inspire your employees. Align employee self-interest, energy and talents with your organization s strategy.

5 Modul Pelatihan Program Inhouse Training dan Kelas Publik Leadership Excellent Supervisory Skills Advanced Leadership Skills Coaching and Mentoring Assertive Communication Skills Problem Solving and Decision Making Time Management DISC Profile MBTI Team Building Handling Diificult People and Situation Service Excellence Excellent Service Interaction Complaint is A Gift Service Crucial for Manager Strategic Customer Experience Customer Satisfaction Measurement HRD Train The Trainer Training Need Analysis (TNA) High Impact Presentation Skills Strategic Compensation and Benefit Mastering Competency Design Model and Assessment Assessment Skills Employee Engagement KPI and Performance Management System Job Analysis and Job Evaluation Industrial Relation Talent Management Behavioral Event Interview Expanded DISC Myers Briggs Type of Indicators (MBTI) Outsourcing Management UU Ketenagakerjaan

6 Consulting Services Service Quality Quality Customer Service is important for all functions start from front liners as representative of the company to back office as backbone to support all process to make sure service is delivered timely by frontlines. We assist Client to enhance organization service culture. Type of common consultation request such as : Set up Service Standardization Define Service Measurement Implementation Service Monitoring Set Up Service Assessment / Service Audit Conduct Mystery Shoppers Operational Excellence Identifying capacity and measure productivity is the key of operation management. We help to asses current operational issues and come up with recommendation and implementation. We assist client to run day to day operations in structure and effective way. Operation Excellence Consultation would be : Define Capacity Planning Design Operation Management Blue Print Set Up Process Standardization Conduct & implement Process Improvement Set Up Customer Care/Service Desk Human Resources People are the most valuable assets an organization could have. Through employees, an organization can create a sustainable competitive advantage. Whether you are a new venture or an existing organization we at Service Leadership can help you organize, manage and develop your human resources more effectively. We provide the following Human Resources consultation services : 1. Preparation of HR Policies, Procedures and HR Manuals/Handbooks 2. Setting up Organizational Structure & Authority Matrix based on a work flow analysis 3. Job Analysis and Job Design 4. Pay Structure/Compensation Plan 5. Recruiting and Selecting Procedures 6. Performance Measurement and Appraisal Programs.

7 Partial List Of Our Clients

8 Harga Normal : Rp ,- /peserta Harga Khusus : Rp /peserta untuk pembayaran sebelum tgl 26 Juli Free peserta ke 3. TEMPAT TERBATAS..!! SERVICE EXCELLENCE & HANDLING CUSTOMER COMPLAINT 2-3 Agustus :00-17:00 WIB Jakarta Training Consulting Assessment Mampang Prapatan VI No. 51 Jakarta : (021) : WA : Pin BB : 5FE266D1 For more information : [email protected] Or visit us at : Payment Method Payment can be done by using the account number below : Bank BCA Cabang Jatinegara A/N : CV Prima Sinergi No Acc. : Please put note : [SEMINAR TITLE] and [YOUR COMPANY S NAME] on the payment instruction. Training Consulting Assessment / Fax : (021)