Service Excellence For Training - excellence.asia

Service Excellence For Training

Customer Service Training Category

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Course Fee (IDR)

IDR 15.000.000

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  • Course Type

    Inhouse

  • Course Duration

    8

  • Course Location

    Kota Administrasi Jakarta Pusat

  • Course Max Participant

    20

Course Description

Course Summary

OBJECTIVES:

• To know the reason that service is critical

• To Build a model describing excellent and awful services

• To determine customers' standards for achieving service excellence

• To establish specific behaviors that will assure increased customer satisfaction

• To use positive words, tone and body language with customers

• To do five critical behaviors to ensure customer will have a good impression of your business

 

• To get "buy-in" and improve ones level of customer service

Maximum Participant

20 Participants

Course Language

Indonesia

Course Core Competencies

Decision Making, Planning and Initiative, Communicating, Strategic Perspective

At the end of this course, participants will be able to…

OBJECTIVES:

• To know the reason that service is critical

• To Build a model describing excellent and awful services

• To determine customers' standards for achieving service excellence

• To establish specific behaviors that will assure increased customer satisfaction

• To use positive words, tone and body language with customers

• To do five critical behaviors to ensure customer will have a good impression of your business

 

• To get "buy-in" and improve ones level of customer service

Who should take this course? Who should not?

Human Resources Team, Sales/Marketing Officer, Front Liners and other line Managers or Staff, who are interested about the above issues

 

What participants will need to know or do before joining this course?

    

Course Methods

• Lecture • Exercises • Case Studies • Group Discussions • Presentations • Role-plays • Video (Customized for Client, OPTIONAL) • Games • ACTUAL Client application exercise

Course Content

    Day 1

  • Lecture 1

    The importance of service excellence

  • Lecture 2

    Responding promptly and properly

  • Lecture 3

    Listen actively to customer’s needs

  • Lecture 4

    Recognize and eliminate barriers to satisfying customers

  • Lecture 5

    The key skills required for dealing with difficult customers

  • Lecture 6

    Solving the customer's problems

  • Lecture 7

    The universal importance of greeting customers: smiling, listening, evaluating customer’s needs and responding appropriately

  • Lecture 8

    The impact that great customer service has on the customer as well as themselves

  • Lecture 9

    Building service excellence culture: commitment statement

Profile Trainer

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Industry Expertise :  Minning and quarrying, Other Services, Public Administration, Education

Trainer Skills :  Business Process, Human Resources, Organizational Development

Trainer Education

  • 1.
  • Degree
  • Institution
  • Major
  • Year
  • : S1
  • : Bandung Institute of Technology
  • : Fisika
  • : 1997
  • 2.
  • Degree
  • Institution
  • Major
  • Year
  • : S2
  • : Prasetya Mulya Business School
  • : Strategic Management
  • : 2010

Trainer Work Experience

  • 1.
  • Position
  • Office
  • Field
  • From
  • : Business Process Management (BPM), Organization Development & Organization Development Advisor
  • : PT. Antam Tbk.
  • : Minning and quarrying
  • : 2014
  • 2.
  • Position
  • Office
  • Field
  • From
  • : Strengthening Public Research Fund Advisor
  • : Kemenristek – World Bank
  • : Public Administration
  • : 2015
  • 3.
  • Position
  • Office
  • Field
  • From
  • : Managing Director
  • : D&D Consulting
  • : Other Services
  • : 2011
  • 4.
  • Position
  • Office
  • Field
  • From
  • : HR & Management Advisor for establishment Human Capital Information System (HCIS)
  • : PT. Antam Tbk.
  • : Minning and quarrying
  • : 2012

Professional Qualification/Certification

  • 1.
  • Certificate
  • Institution
  • Field
  • : 
  • : 
  • : Business Process

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