Service with a Heart

Service with a Heart

Aryaduta Hotel/Grand Flora Hotel | June 26^th , 2010 | Rp 1.950.000,- (Full Fare )

Program Details

Training Background:

Pelayanan Pelanggan merupakan satu aspek bisnis yang sangat penting disamping harga dan mutu produk. Bahkan di mana terjadi persaingan ketat dalam memperebutkan pasar, pelayanan pelanggan menjadi aspek diferensiasi yang sangat menentukan kelangsungan satu bisnis.

Training Objective:

Setelah pelatihan ini, peserta diharapkan :

• Mengerti konsep-konsep Pelayanan Pelanggan dengan baik
• Mempunyai keterampilan memadai dalam Pelayanan Pelanggan dengan menggunakan konsep KESNA.

Methodology:

• Lecture
• Games
• Group Work
• Exercises

Who Should Attend:

Pelatihan ini bermanfaat untuk para Manajer maupun Front-liners yang langsung bertemu dengan pelanggan di tempat kerja maupun melalui telepon atau media komunikasi lain.

Workshop Outline:

• Kenapa Pelanggan hilang
• Perubahan Paradigma dalam Pelayanan
• 5 Perilaku Utama dalam Pelayanan Pelanggan dengan model KESNA
• Kontrol Diri
• Empati
• Selalu Mendengar dengan Aktif
• Nilai-nilai , Belief dan Bahasa Tubuh
• Assertiveness

Trainer/Facilitator:

Kesna Yudianto holds a master degree from IKIP (Teachers Training College) majoring in Teaching English as a Second Language. Apart from his core competency as an English Teacher, Kesna held various managerial positions during his more than 30 years of working experience mostly in the field of Human Resource function in major companies such as Vico Indonesia, KPMG Siddharta Consulting and Indocement Tunggal Prakarsa Tbk. Kesna is also a certified trainer for the Seven Habits of Highly Effective People from Covey Leadership and an NLP Practitioner.

Kesna is currently an Internal Consultant for Franchise Company Apotik K24 where, among other things, he is engaged in providing Customer Service training for front-liners and managers of K24 outlets.

Duration of Training:

8 (delapan) jam

 

Fee :

• Rp 1.250.000,- (Registration 3 person/more ; Payment before June 18^th , 2010)
• Rp 1.450.000,- (reg  before June 11^th, 2010; payment before June 18^th , 2010)
• Rp 1.950.000,- (Full Fare )

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