Confirm Running : Handling Difficult Customers & Complaints Professionaly 14 - 15 Okt 2014

MARKSHARE Training 021.57932035 ; 08561044530

Hadiri & Ikuti 2 Days Training Program HANDLING DIFFICULT CUSTOMERS & COMPLAINTS PROFESSIONALY Menara Peninsula Hotel, 14 -15 Oktober 2014

Selama masih ada complain yang datang dari pelanggan dan nasabah, berarti bisnis masih berjalan positif dan masih bergerak. Penanganan complain pun harus dilakukan cepat, tepat dan antisipatif. Dalam memberikan pelayanan ke pelanggan, keinginan untuk memenuhi harapan dan kebutuhan pelanggan untuk mencapai kepuasan sangatlah penting. Namun kebutuhan dan harapan pelanggan juga berkembang. Berbagai paya tentu dilakukan setiap bentuk pelayanan, baik itu dalam tujuan bisnis atau sosial, untuk senantiasa memenuhi kebutuhan dan harapan pelanggan tersebut. Adakalanya kebutuhan dan harapan pelanggan terkendala oleh satu dan lain hal, yang kemudian menimbulkan keluhan. Selain prosedur penanganan keluhan telah kita persiapkan sedemikian rupa, ternyata para pelanggan dengan karakter tertentu adalah justru yang paling loyal pada produk kita. Bagaimanakah menyelaraskan prosedur keluhan pelanggan dan memelihara beberapa pelanggan yang sulit . Pelatihan 2 hari ini akan menjawab tuntas semua hal yang selama ini menghambat operasional.   OUTLINE PROGRAM : • Perusahaan dan pelanggan • Penyebab pelanggan complaint. • Hal-hal untuk menghindati complaint. • Membentuk mindset :complaint adalah sebuah ‘Hadiah’ • Perlunya program penanganan keluhan yang menyeluruh • Teknik mencari dan mengenali keluhan pelanggan. • Menangani keluhan atau keberatan: o Kontak pertama (menciptakan kesan pertama yang positif) o Sikap positif terhadap pelanggan. o Komunikasi yang efektif o Active listening • Menangani keluhan melalui berbagai jenis media • Tipe pelanggan unik dan sulit • Cara mengelola pelanggan unik dan sulit • Menghadapi pelanggan yang sulit, marah dan agresif • Recovery (merebut kembali pelanggan yang kecewa) • Teknik menangan Keluhan Pelanggan • Difficult customer dan cara menghadapinya   TRAINING INVEST :  Rp. 3.750.000,- / PERSON Get Efficient For InHouse Training Untuk Permintaan InHouse Training dalam topik diatas ataupun lainnya,silahkan menghubungi kami :   Eby (Ms.) markshare training gedung STC Senayan lantai 4 no 1055 - 1056 P : (021) 5793 2035 F : (021) 5793 1773 M : 08561044530 E : eby.markshare@gmail.com ; sari@marksharetraining.com ; www.marksharetraining.co.id

 

 

 

  

Jadwal Public Training September - Desember MARKSHARE Training
	Topik Training	Keterangan
29 - 30 September 2014	Strategic Business Plan & Budgeting Control	Almost Running
30 September - 1 Oktober 2014	Manufacturing Planning & Control :Menyeimbangkan Demand Market & Supply ( Produksi,material,logistic) perusahaan	Almost Running
1 - 2 Oktober 2014	Credit Analysis	Almost Running
6 - 7 Oktober 2014	Accurate Inventory Planning & Stock Control	Almost Running
7 - 8 Oktober 2014	Supervisory Skill	Almost Running
8 - 9 Oktober 2014	Implementation E-Filling with RMS & EFS Method	Almost Running
9 - 10 Oktober 2014	Finansial Statement Analyst	Confirm Running
9 - 10 Oktober 2014	Effective Report Writing Techniques	Almost Running
14 - 15 Oktober 2014	Becoming Highly Motivated People	Almost Running
14 Oktober 2014	Powerpoint Do More	Almost Running
14 - 15 Oktober 2014	Problem Solving And Decision Making	Almost Running
14 - 15 Oktober 2014	Advanced Selling Skill For Maximum Profit	Almost Running
15 - 16 Oktober 2014	Finance for non Finance Executive	Almost Running
15 -16 Oktober 2014	Basic Managing Performance for Manager	Almost Running
15 Oktober 2104	BSC Step By Step	Almost Running
16 - 17 Oktober 2014	Recruitment & Selection System	Almost Running
16 - 17 Oktober2014	Procurement Management	Almost Running
16 - 17 Oktober 2014	Coaching & Conseling	Almost running
16 - 17 Oktober 2014	Advanced Secretary Development Program	Almost Running
16 - 17 Oktober 2014	Training for Trainers	Almost Running
20 - 21 Oktober 2014	Effective Public Relation	Almost Running
21 - 22 Oktober 2014	Human Resource Management ( HRM )	Almost Running
21 - 22 Oktober 2014	SOP with KPI	Almost Running
21 - 22 Oktober 2014	Corporate Journalism	Almost Running
22 - 23 Oktober 2014	Cost Reduction in Purchasing	Almost Running
22 - 23 Oktober 2014	Executive Corporate law	Almost Running
23 - 24 Oktober 2014	New Product Development ( NPD )	Almost Running
23 - 24 Oktober 2014	Best Practice Warehouse Management	Confirm Running
23 - 24 Oktober 2014	Marketing Strategy	Almost Running
23 -2 4 Oktober 2014	Basic Accounting	Almost Running
27 - 28 Oktober 2014	Powerfull Database Analyst & Dashboard Reporting with excel	Almost Running
28 - 29 Oktober 2014	Managing Office, 5S & Filing System	Almost Running
28 - 29 Oktober 2014	Customer Interaction & Telephon Courtesy	Almost Running
29 - 30 Oktober 2014	IT Project Management	Almost Running
30 - 31 Oktober 2014	Bandung : Strategic Vendor Management	Almost Running
30 - 31 Oktober 2014	Bandung : Workload Analyst	Almost Running
30 - 31 Oktober 2014	Bandung : Handling Customer & Difficult People	Almost Running
4 - 5 November 2014	Creative & Analytical Thingking	Almost Running
4 -5 November 2014	Professional General Affairs	Almost Running
6 - 7 November 2014	PDCA(Plan, Do, Check, Action)	Almost running
6 - 7 November 2014	Extraordinary Journalism For Corporate Website	Almost Running
11 - 12 November 2014	HR For Non HR	Almost Running
12 - 13 November 2014	Training for Trainers	Almost Running
13 - 14 November 2014	Interpersonality Excellence	Almost Running
13 - 14 November 2014	Advanced Secretary Development Program	Almost Running
17 - 18 November 2014	Training Need Analyst ( TNA )	Almost Running
18 - 19 November 2014	Industrial Relation	Almost Running
18 -19 November 2014	PKWT & Outsourcing	Almost Running
18 - 19 November 2014	Tax Planning Management	Almost Running
19 - 20 November 2014	Business Plan & Budgeting Cost Control	Almost Running
19 - 20 November 2014	Asset Management	Almost Running
19 - 20 November 2014	Penyusunan SOP with KPI	Almost Running
20 - 21 November 2014	Bandung : Supply Chain Management	Almost  Running
20 - 21 November 2014	Bali : Fundamental Leadership	Almost Running
20 - 21 November 2014	Bali : Negotiation & Lobbying Skill	Almost Running
25 - 26 November 2014	Sales & Marketing: Increasing Your Sales Throught Effective Selling	Almost Running
25 - 26 November 2014	Professional debt Collection	Almost Running
25 - 26 November 2014	Effective Report Writing Techniques	Almost Running
26 - 27 November 2014	Cost reduction & Risk Mitigation	Almost Running
27 - 28 November 2014	Know Your Customer (KYC ) Principles	Almost Running
27 - 28 November 2014	Supervisory Skill	Almost Running
27 - 28 November 2014	Surabaya : Negotiation For Purchasing	Almost Running
2 -3 Desember 2014	Implementation E-Filing System with RMS/EFS	Almost Running
2 -3 Desember 2014	BalancedScoredcard Step by step	Almost Running
3 - 4 Desember 2014	Strategic Business Plan & Budgeting	Almost Running
4 - 5 Desember 2014	Sales & Marketing : The 7 Selling Step for Sales People	Almost Running
4 - 5 Desember 2014	Advanced Selling for maximum Profit	Almost Running
9 - 10 Desember 2014	Executive Corporate Law	Almost Running
9 - 10 Desember 2014	New Product Development ( NPD )	Almost Running
10 - 11 Desember 2014	Accurate Inventory Planning & Stock Control	Almost Running
10 - 11 Desember 2014	Effektif Public Relation	Almost Running
11-12 Desember 2014	Bandung ; Strategic Procurement Management	Almost running
11 - 12 Desember 2014	Bandung : Handling Complaint & Difficult Customer	Almost Running
15 - 16 Desember 2014	Workload Analyst	Almost Running
16 - 17 Desember 2014	Managing office, 5S & Filing System	Almost Running
16 - 17 Desember 2014	Coaching & Conseling	Almost Running
16 - 17 Desember 2014	Customer Interaction & Telephon Courtesy	Almost Running
17 - 18 Desember 2014	Surabaya : Corporate Journalism	Almost Running
17 - 18 Desember 2014	Surabaya : Finance for non Finance Executive	Almost Running
18 - 19 Desember 2014	Powerfull database Analyst and dashboard reporting with excel	Almost Running
18 - 19 Desember 2014	Problem Solving and Decision Making	Almost Running
18 - 19 Desember 2014	Marketing Strategy	Almost Running
22 - 23 Desember 2014	Mastering Excel 2007 / 2010	Almost Running
23 - 24 Desember 2014	Credit Analyst	Almost Running
23 - 24 Desember 2014	Negotiation For Purchasing	Almost Running
29 Desember 2014	Powerpoint Do More	Almost Running