TRAINING CUSTOMER SERVICE FUNDAMENTALS

TRAINING IDENTIFYING AND ADDRESSING THEIR NEEDS

TRAINING UNDERSTANDING THE CUSTOMER’S PROBLEM

jadwal training Identifying and Addressing Their Needs

“Semua Staf Profesional & Karyawan Perusahaan Jasa adalah Customer Service Staff”.

Pelatihan ini direkomendasikan untuk staf professionals perusahaan yang bergerak di bidang pelayanan atau jasa seperti Bank, Hotel, Airlines, Restoran, Perusahaan Asuransi, Rumah Sakit, Agen Perjalanan, dsb.

Siapa yang Seharusnya Hadir

Team Leader, Front-liner, Customer Care, Security, dan semua Staf Profesional yang bekerja di dunia pelayanan baik berhadapan secara langsung ataupun melalui media komunikasi dengan customer.
Tujuan & Manfaat Pelatihan

Setelah mengikuti training dua hari ini maka diharapkan peserta mempunyai kemampuan dasar yang lebih baik untuk menangani pelanggan serta mampu memenangkan hati mereka sehingga mereka menjadi pelanggan yang setia.
Apa yang akan Anda Pelajari:

Who We Are and What We Do
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Identifying and Addressing Their Needs
Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
In-Person Customer Service
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Understanding When to back down
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Ten Things You Can Do To WOW Every Time
Ten Tips

Jadwal Pelatihan Transindo Tahun 2020 :

  • 8 sd 9 Januari 2020
  • 22 sd 23 Januari 2020
  • 5 sd 6 Februari 2020
  • 19 sd 20 Februari 2020
  • 4 sd 5 Maret 2020
  • 23 sd 24 Maret 2020
  • 7 sd 8 April 2020
  • 28 sd 29 April 2020
  • 12 sd 13 Mei 2020
  • 3 sd 4 Juni 2020
  • 17 sd 18 Juni 2020
  • 14 sd 15 Juli 2020
  • 28 sd 29 Juli 2020
  • 4 sd 5 Agustus 2020
  • 18 sd 19 Agustus 2020
  • 2 sd 3 September 2020
  • 16 sd 17 September 2020
  • 13 sd 14 Oktober 2020
  • 27 sd 28 Oktober 2020
  • 11 sd 12 November 2020
  • 25 sd 26 November 2020
  • 8 sd 9 Desember 2020
  • 22 sd 23 Desember 2020

Catatan : Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta pelatihan.

 

Investasi dan Lokaspelatihan:

  • Yogyakarta, Hotel Neo Malioboro (7.500.000 IDR / participant)
  • Jakarta, Hotel Amaris Tendean (7.500.000 IDR / participant)
  • Bandung, Hotel Neo Dipatiukur (7.500.000 IDR / participant)
  • Bali, Hotel Ibis Kuta(7.500.000 IDR / participant)
  • Surabaya, Hotel Amaris, Ibis Style (7.500.000 IDR / participant)
  • Lombok, Sentosa Resort (7.500.000 IDR / participant)

Catatan : Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

Fasilitas :

  • FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
  • FREE Akomodasi Peserta ke tempat pelatihan .
  • Module / Handout
  • FREE Flashdisk
  • Sertifikat
  • FREE Bag or bagpackers (Tas Training)
  • Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
  • 2xCoffe Break & 1 Lunch, Dinner
  • FREE Souvenir Exclusive
  • Training room full AC and Multimedia