Selasa, 29 Maret 2016

Advanced Service Excellence , 14 - 15 April 2016

MARKSHARE TRAINING
Call Us : 021 - 5793 2035 / 085890260140

d.sari131282@gmail.com/ sari@marksharetraining.co.id

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UPGRADE YOUR SERVICE

An Essential Service Excellence Training Program

Hotel Oria , Jakarta 14 – 15 April 2016

Program Outlines

Reaching Above Satisfaction – From Customers To Fans

·         Service dan service excellence sebagai pondasi perbaikan kinerja individu maupun kinerja bisnis

·         Mengenali perilaku dan jenis-jenis customer

·         Psikologi pembelian

·         Mempengaruhi pembeli agar mau menjadi pelanggan yang loyal

I Am My Organization – How service ambassadors create differences

·         Analisa sikap dan kebiasaan dalam berkomunikasi/berinteraksi dengan orang lain atau lingkungan

·         Personal Service Mindset

·         Service Intelligence

·         Service Profit Chain

·         Pola-pola persaingan bisnis dan peran karyawan dalam memenangkan perusahaan

The Heart That Matters – Building and nurturing empathy as a foundation to excellent service performance

·         Kecerdasan Emosi dalam pelayanan

·         Empati sebagai dasar pelayanan

·         Mengembangkan sikap optimis untuk hasil pelayanan yang lebih baik

Designing and Delivering Experience – From service design to customer experience

·         STAR Service Standard – greetings, managing conversations, closing, and communicating through various channels

·         5Ps Of Customer Experience

·         Productive communication

·         Active Listening

·         Moment of truths

·         Field observation (when possible)

Problems Are Opportunities – How to prevent and solve problems

·         Empat dimensi masalah

·         Mengantisipasi terjadinya masalah

·         Mengubah kekecewaan menjadi kesetiaan pelanggan

·         Berinteraksi dengan pelanggan yang menyulitkan

Staging Service Excellence I – Case study and guided role-play

·         Roleplay dengan skenario

Staging Service Excellence II – Free(r) service simulation

·         Roleplay besar (situasional)

Reflection And Call To Action

·         Participant Presentation

·         Action Planning

·         Closing

Investasi

Normal Rp. 4.000.000,-/peserta

Grup 3 orang Rp. 3.500.000,-

Early bird Pendaftaran sampai tanggal 5 April 2016 Rp.3.750.000,-/peserta

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

NO

TANGGAL

JUDUL TRAINING

1

5 - 6 April 2016

New Product Development ( NPD )

2

6 - 7 april 2016

The 7 Selling skill for sales people

3

5 - 6 April 2016

Finance for non Finance executive

4

6 - 7 april 2016

Strategic Procurement Management

5

7 - 8 April 2016

Successful Professional General Affairs & Filing System

6

11-Apr-16

Powerpoint Do More

7

11 - 12 april 2016

HR Audit

8

12 - 13 April 2016

Job Analyst & Job Evaluation Program

9

12 - 13 April 2016

Tax Planning Management

10

13 - 14 April 2016

Competency based Behaviour Interviewing

11

14 - 15 April 2016

Kiat Menyusun SOP menggunakan KPI

12

14 - 15 April 2016

Bandung : Effektif Time Management

13

14 - 15 April 2016

Advanced Service Excellence

14

18-Apr-16

Business Process Mapping

15

19 - 20 April 2016

Negotiation for Purchasing

16

19 - 20 April 2016

Training Need Analyst ( TNA )

17

20 - 21 April 2016

Corporate Journalism

18

21 - 22 April 2016

Bandung : Warehouse Operational Management

19

21 - 22 April 2016

Bandung : leadership for sales Manager

20

21 - 22 April 2016

Integrated Presentation Management

21

25 - 26 April 2016

Effektif Time Management

22

26 - 27 April 2016

Tehnical Report Writing

23

26 - 27 april 2016

PDCA ( plan , do, Check , Action )

24

27 - 28 April 2016

Quality Assurance

25

27 - 28 April 2016

Supply Chain management ( SCM )

26

28 - 29 April 2016

BALI : Professional Secretary Development Program

27

28 - 29 April 2016

BALI : Becoming Extraordinary Supervisory Skill

28

28 - 29 April 2016

Creative & Innovative Thingking Skill

29

28 - 29 April 2016

Building Service Excellence for Your Team

For More Info & Registration Call Us :

021 – 5793 2035  / 0858 9026 0140 ( SARI )

d.sari131282@gmail.com / sari@marksharetraining.co.id

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