CSM memberikan strategi untuk melayani pelanggan dengan baik dan meningkatkan sarana informasi di dunia bisnis
Hotel Ibis Malioboro, Yogyakarta | 25 – 27 November 2019 | Rp 5.900.000,-
Hotel Ibis Malioboro, Yogyakarta | 02 – 04 Desember 2019 | Rp 5.900.000,-
Jadwal Training 2019 Selanjutnya …
Hotel Ibis Malioboro, Yogyakarta | 06 – 08 Januari 2020 | Rp 6.900.000,-
Jadwal Training 2020 Selanjutnya …
Training Background Customer Service Management
Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn’t and identify how you can understand and provide good customer service.
Many businesses want to achieve “good customer service”. Right now that’s the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused.
The design of the course is to give participants a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system.
Training Objectives Customer Service Management
- Understand effective methods and strategies for creating excellent customer service.
- Understand the challenges and problem solving methods of customer service.
- Learn to recognize and provide not must “good” but “exceptional” customer service
- Learn how to recognize “poor” customer service.
- Learn how to “wow” your customer understand the communications in customer service.
- Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty
Training Audience Customer Service Management
Individuals with intensive interaction with customers and with the strong interest on customer service management
Contents Customer Service Management
- Welcoming customers
- The value of excellent customer service
- Why are we here?
- Tourism, leisure and hospitality
- The tourism, leisure and hospitality industry
- The benefits of tourism
- The value of tourism
- Understanding your customers
- The customer experience
- Delivering service excellence
- Key elements of customer service
- Customer service trends
- Setting and maintaining standards
- First impressions
- Communicating successfully
- The communication process
- Types of communication
- Are you listening?
- That’s a good question…
- Telephone techniques
- Providing information and advice
- Presenting information to customers
- Knowing your local area
- Giving directions
- Meeting specific needs
- Providing an accessible service
- Language and cultural diversity
- Welcoming customers of all ages
- Dealing with difficult situations
- I’m the nice customer
- The causes of dissatisfaction
- Handling complaints
- Resolving problems
- Boosting business
- Using customer service to boost business
- Improving quality
Training Methods Customer Service Management
- Presentation
- Discussion
- Case Study
- Hotel Ibis Malioboro, Yogyakarta
- 18 – 20 November 2019
- 25 – 27 November 2019
- 02 – 04 Desember 2019
- 09 – 11 Desember 2019
- 16 – 18 Desember 2019
- 23 – 24 Desember 2019
- 30 – 31 Desember 2019
- Hotel Ibis Malioboro, Yogyakarta
- 6 – 8 Januari 2020
- 13 – 15 Januari 2020
- 20 – 22 Januari 2020
- 27 – 29 Januari 2020
- 3- 5 Februari 2020
- 10 – 12 Februari 2020
- 17 – 19 Februari 2020
- 26 – 28 Februari 2020
- 2 – 4 Maret 2020
- 9 – 11 Maret 2020
- 16 – 18 Maret 2020
- 23 – 24 Maret 2020
- 30 Maret 2020 – 1 April 2020
- 6 – 8 April 2020
- 13 – 15 April 2020
- 20 – 22 April 2020
- 27 – 29 April 2020
- 4 – 6 Mei 2020
- 11 – 13 Mei 2020
- 2 – 4 Juni 2020
- 8 – 10 Juni 2020
- 15 – 17 Juni 2020
- 22 – 24 Juni 2020
- 29 Juni 2020 – 1 Juli 2020
- 6 – 8 Juli 2020
- 13 – 15 Juli 2020
- 20 – 22 Juli 2020
- 27 – 29 Juli 2020
- 3 – 5 Agustus 2020
- 10 – 12 Agustus 2020
- 18 – 19 Agustus 2020
- 24 – 26 Agustus 2020
- 31 Agustus 2020 – 2 September 2020
- 7 – 9 September 2020
- 14 – 16 September 2020
- 21 – 23 September 2020
- 28 – 30 September 2020
- 5 – 7 Oktober 2020
- 12 – 14 Oktober 2020
- 19 – 21 Oktober 2020
- 26 – 28 Oktober 2020
- 2 – 4 November 2020
- 9 – 11 November 2020
- 16 – 18 November 2020
- 23 – 25 November 2020
- 30 November 2020 – 2 Desember 2020
- 7 – 9 Desember 2020
- 14 – 16 Desember 2020
- 21 – 23 Desember 2020
- 28 – 30 Desember 2020
Investasi dan Fasilitas
- Rp 5.900.000 (Non Residential) >>> investasi 2019
- Rp 6.900.000 (Non Residential) >>> investasi 2020
- Jika Perusahaan/ Instansi mengirimkan lebih dari satu peserta pada judul dan tanggal yang sama maka akan di berikan potongan harga pada peserta kedua dan seterusnya masing-masing sebesar Rp 1.000.000 per peserta
- VIP training Rp 7.900.000 >> (2019), VIP training Rp 8.900.000 >> (2020) (4 Hari , Non Residential dengan tambahan Fasilitas Paket studi lapangan/ City tour dan Belum Termasuk Pajak PPn 10%)
- Quota minimum 2 peserta
- Fasilitas: Certificate, Training kits, USB, Lunch, Coffe Break, Souvenir
- Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/ Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta)
Lead Instruktur
Dr. Ir. Fauzi Hasan. MM, MBA, and Team
CUSTOMER SERVICE MANAGEMENT