Frontliner & Manager perlu memiliki kemampuan yang excellent dalam menangani complaint & merancang customer satisfaction strategy yang efektif
Amaris Hotel/ Santika Hotel, Jakarta | 08 November 2019 | Rp 3.245.000
1 Most Inspiring Complaint Handling Workshop
“Sangat aplikatif dan menyentuh hati” – CRC at Astra International
“Membuka mata saya dan menumbuhkan percaya diri” – CS Manager at MSIG
JOIN WITH OUR SATISFIED CLIENTS:
ASTRA INTERNATIONAL | GLOBAL TV | MSIG INSURANCE | SARI HUSADA | EVALUBE | MALL LIVING WORLD | AND MANY MORE
Perusahaan-perusahaan terbaik sadar bahwa biaya prospecting customer baru mencapai 10 kali lipat daripada me-maintain customer lama. Semakin banyak perusahaan sadar bahwa customer retention, customer satisfaction, dan customer delight menjadi kunci menuju pertumbuhan.
Semakin intensifnya kompetisi dan semakin miripnya feature produk membuat perusahaan harus memiliki kunci diferensiasi yang jelas. Total customer experience menjadi pertimbangan wajib dalam penyusunan strategi. Untuk itu, Frontliner dan Manager in Charge perlu memiliki kemampuan yang excellent dalam menangani complaint dan merancang customer satisfaction strategy yang efektif.
Workshop intensif ini akan memperlengkapi peserta untuk mengenali tipe-tipe customer, memahami cara penanganan beragam skenario complaint, mengubah situasi sulit menjadi peluang, dan menciptakan WOW Moments yang bisa menjadi viral di sosmed.
Complaint Handling and CS Strategy Training GOAL
- Terampil mengenali beragam tipe customer dan strategi pendekatannya
- Terampil menangani situasi sulit dan menggali penyebabnya
- Memahami prosedur penanganan complaint baik langsung maupun melalui social media
- Terampil merancang total customer experience strategy
Complaint Handling and CS Strategy Training Outline
- Session I: Service Mindset
- Why CS Matters?
- Mindset of Excellence
- Total Customer Experience Cycle
- Emotional Healing and Stress Relieve
- Session II: Understanding Your Customer
- Dealing with Different Personality Profiles
- Body Language
- Session III: Complaint Handling
- Active Listening and Probing Technique
- Dealing with Difficult Customer
- Techniques for Defusing Angry Customer
- Detecting Voice of Customer
- CR Procedures
- Handling Complaints in Social Media
- Session IV: Total Customer Experience Strategy
- Best Practices
- Designing Total Customer Experience
Complaint Handling and CS Strategy Training Method
- Hands-on Workshop: Role Play, Design Total Customer Experience, etc.
- Games
- Real Case Studies
- Video Learning
- Feedback
Complaint Handling and CS Strategy Training REQUIREMENT
Peserta wajib mengisi survey pendahuluan.
Complaint Handling and CS Strategy Training Facilitator
Agustinus Fandy
Agustinus Fandy adalah Department Head pada divisi sales di perusahaan otomotif terbesar Indonesia. Eksekutif muda ini konsisten menjadi top tier dalam seluruh Astra Management Development Program yang diikutinya dan merupakan top 5 nominee dari Astra – Jardine Executive Training Scheme.
Project-project inovatif Fandy telah memperbaiki produktivitas penjualan kendaraan di dealer-dealer yang lemah, serta meningkatkan market share secara signifikan di beberapa provinsi, seperti Jawa Timur dan Sumatera Utara. Ketrampilannya dalam manajemen operasional juga membawa Fandy dipercaya mengepalai event-event National Convention.
Di level regional, Fandy menerima rekomendasi positif semasa bertugas di Toyota Motor Asia Pacific (Singapura). Di masa itu Fandy mengkoordinir project-project pengembangan bisnis spare parts di Singapura, India, dan Indonesia. Bahkan timnya pernah melejitkan penjualan spare parts hingga 7 kali lipat dengan kontribusi profit yang signifikan.
Fandy merupakan anggota dari YMCA Toastmaster Orchard Singapura. Semasa kuliah, 5 risetnya di bidang Industrial Engineering dipresentasikan pada berbagai seminar nasional dan internasional. Fandy tersertifikasi sebagai Certified Toyota Way Trainer dari Toyota Institute of Asia Pacific (TIAP) dan Certified Social Media Marketer dari Aventis School of Management (Singapore).
Meski masih terbilang muda, exposure di berbagai region dan divisi core membuat Fandy terasah melahirkan strategi-strategi inovatif, serta menyajikannya secara fun dan menarik. Clientnya meliputi PT. Telkom Indonesia, Astra International, Rekso International (Sosro Group), MSIG Insurance, Global TV, Sari Husada, dan masih banyak lagi.
TESTIMONY
“Fandy not only delivered result beyond expectation, in profit and market share, but also demonstrated excellent business acument, leadership and managerial skills. … His ingenuity, positive attitude, and total commitment to get the job done has become a catalyst for all team members to contribute toward and walk the extra miles in achieving common goals.” – Samuel Manasseh, Finance & Adm. Director at PT. Toyota-Astra Motor
“(Fandy has a) Good analytical thinking and conceptual framework also detail with data.” – Irhan Farhan, Dealer Development Manager at General Motors
“Fandy is a true marketer. He has wide knowledge of marketing, especially in automotive business. He’s smart and energetic.” – Bernard Simanjuntak, Sales Control & Commercial Manager at PT. Robert Bosch Indonesia
“He is a bright person who never stops learning and always has creative idea and improving everytime we meet. I can’t stop being amazed everytime we have our discussion. Ideas are for life.” – Andree Arif, People Development Manager at Asco Automotive
Training Venue
Amaris Hotel La Codefin Kemang /Neo Hotel – Kebayoran/ Hotel Santika Premiere Hayam Wuruk, Jakarta (tentative)
Training Fee
- Rp. 2.350.000, – (Registration 3 person/more; payment 1 week before training)
- Rp. 2.550.000, – (Reg 2 week before training ; payment 1 week before training)
- Rp. 3.050.000, – (On The Spot)
- Rp. 3.245.000, – (Full Fare)
Complaint Handling and CS Strategy