Customer Service Fundamental - excellence.asia

Customer Service Fundamental

Dasar-dasar Ketrampilan Berinteraksi Sebagai Customer Service

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Course Fee (IDR)

IDR 20.000.000

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  • Course Type

    Inhouse

  • Course Duration

    16

  • Course Location

    Kota Administrasi Jakarta Utara

  • Course Max Participant

    35

Course Description

Course Summary

Program designed to provide a range of skills and knowledge needed for the participants to perform basic interaction skills naturally.  The training would use Emotional Intelligence approach combine with Basic Customer Service Interaction Skills. 

Program didesain untuk memberikan ketrampilan dan pengetahuan bagi partisipan untuk melakukan ketrampilan berinteraksi dasar secara alami.  Pelatihan menggunakan pendekatan emotional intelligence dan dasar-dasar ketrampilan berinteraksi customer service.

Maximum Participant

35 Participants

Course Language

Indonesia

Course Core Competencies

Communicating, Self Development, Teamwork and co-operation

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

1. Understand customer-focused mentality
2. Understand the importance of knowing our business and our customers
3. Demonstrate successful customer dialogue
4. Demonstrate proactive and responsive behavior
5. Understand the Emotional Intelligence approach
6. Understand measurement applied in service industry

Who should take this course? Who should not?

Customer Service and anyone who wanted to increase their ability on how customer service works.  

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

None

Course Methods

This program uses a combination of training aids and methods such as lecturers, exercises, games, role play, and group discussion to enhance the learning. The learning process combines thinking, feeling and actions. The program has high interaction and flexibility assessing the audience objectives and needs.

Course Content

    Day 1

  • Lecture 1

Profile Trainer

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Industry Expertise :  Transport, Storage & Communication

Trainer Skills :  Customer Service, Negotiation, Sales, Time Management

Trainer Education

  • 1.
  • Degree
  • Institution
  • Major
  • Year
  • : S1
  • : Parahyangan Catholic University
  • : Chemical Engineer
  • : 1999

Trainer Work Experience

  • 1.
  • Position
  • Office
  • Field
  • From
  • : Project Manager
  • : Freelance Consultant
  • : Wholesale & Retail Trade; Repair of Motor Vehicles, Motorcycles & Personal & Household Goods
  • : 2017
  • 2.
  • Position
  • Office
  • Field
  • From
  • : Area Sales Manager
  • : MCC Transport Indonesia
  • : Transport, Storage & Communication
  • : 2014
  • 3.
  • Position
  • Office
  • Field
  • From
  • : Head of Customer Implementation Damco Asia Pacific
  • : Damco Singapore
  • : Transport, Storage & Communication
  • : 2012
  • 4.
  • Position
  • Office
  • Field
  • From
  • : Assistant General Manager Customer Service
  • : Maersk Line Indonesia
  • : Transport, Storage & Communication
  • : 2008
  • 5.
  • Position
  • Office
  • Field
  • From
  • : Business Process Integration Manager
  • : Damco A/S – Denmark
  • : Transport, Storage & Communication
  • : 2006
  • 6.
  • Position
  • Office
  • Field
  • From
  • : SCM Account Manager Asia Pacific
  • : Maersk Logistics Indonesia
  • : Transport, Storage & Communication
  • : 2005
  • 7.
  • Position
  • Office
  • Field
  • From
  • : North America Region Business Analyst
  • : Maersk Logistics USA Inc
  • : Transport, Storage & Communication
  • : 2003
  • 8.
  • Position
  • Office
  • Field
  • From
  • : Team Leader Surabaya and Denpasar
  • : PT. Maersk Logistics Indonesia
  • : Transport, Storage & Communication
  • : 2002
  • 9.
  • Position
  • Office
  • Field
  • From
  • : Management Trainee
  • : PT. Maersk Indonesia
  • : Transport, Storage & Communication
  • : 2000

Professional Qualification/Certification

  • 1.
  • Certificate
  • Institution
  • Field
  • : Emotional Intelligence Practitioner
  • : 6 Seconds
  • : Leadership
  • 2.
  • Certificate
  • Institution
  • Field
  • : Presentation Skills
  • : In-House Maersk
  • : Public Speaking
  • 3.
  • Certificate
  • Institution
  • Field
  • : Generative Trance - Stephen Gilligan
  • : Magic NLP
  • : Hypnotherapy
  • 4.
  • Certificate
  • Institution
  • Field
  • : Neuro Hypnotic Trance-formation
  • : NLP Academia
  • : Hypnotherapy
  • 5.
  • Certificate
  • Institution
  • Field
  • : Licensed Master Practitioner NLP
  • : NLP Indonesia
  • : Coaching
  • 6.
  • Certificate
  • Institution
  • Field
  • : Communication Expert
  • : NLP Indonesia
  • : Communicating
  • 7.
  • Certificate
  • Institution
  • Field
  • : Licensed Practitioner NLP
  • : NLP Indonesia
  • : Communicating
  • 8.
  • Certificate
  • Institution
  • Field
  • : Hypnotherapy Plus Tingkat Dasar
  • : HR Excellency
  • : Hypnotherapy
  • 9.
  • Certificate
  • Institution
  • Field
  • : Project Management
  • : George Washington University
  • : Project Management
  • 10.
  • Certificate
  • Institution
  • Field
  • : European Computer Driving License - MS Office Basic
  • : Danish IT
  • : Microsoft Office
  • 11.
  • Certificate
  • Institution
  • Field
  • : Quality Service Skills
  • : AchieveGlobal
  • : Customer Service
  • 12.
  • Certificate
  • Institution
  • Field
  • : Level 2 Diploma in Training
  • : City & Guilds UK
  • : Training

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