| MARKSHARE TRAINING PEOPLE DEVELOPMENT
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Untuk pendaftaran atau informasi lebih lengkap, silahkan hubungi :
Sdri. SARI
Telp. 021.5793 2035 / 0858 9026 0140
E-mail : sari@marksharetraining.co.id / d.sari131282@gmail.com
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| HANDLING COMPLAINT AND DIFFICULT CUSTOMER 27 – 28 September 2016
Tujuan Pelatihan : 1. Memahami tipe pelanggan yang sesuai dengan perusahaannya 2. Mengetahui dan memahami prosedur keluhan pelanggan 3. Mengetahui dan memahami langkah-langkah keluhan pelanggan 4. Mengetahui dan Memahami keluhan pelanggan 5. Mengetahui tipe-tipe pelanggan 6. Memahami caramerubah difficult customer menjadi loyal customer . Materi pelatihan : · 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 | STRATEGIC SOURCING & VENDOR MANAGEMENT 29 – 30 September 2016
TUJUAN PELATIHAN 1. Mengelola & melaksanakan proses vendor management secara strategik & profesional 2. Memahami critical point & key success factors dalam proses vendor management 3. Mengidentifikasi, menganalisa, mengantisipasi, & membuat solusi atas permasalahan yang terjadi 4. Mengembangkan sistem vendor management yang baik, terukur, & terencana 5. Membuat keputusan yang efektif & efisien dalam proses vendor management
Materi Pelatihan : HARI PERTAMA 1. Vendor Relationship Models 2. Different Vendors for Different Types of Order 3. Roles & Responsibilities in Vendor Relations 4. Strategic Partnership 5. Case study & discussion sharing HARI KEDUA 1. SRM Modules System 2. Vendor Develoment Program 3. Vendor Performance Management 4. Continuous Improvement in Procurement 5. Feed back & closing review | |
| Investasi Full Fare : Rp. 4.500.000,-/Peserta Group ( 3 orang ) : Rp. 4.000.000/peserta |
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| NO | TANGGAL | JUDUL TRAINING | Keterangan | |
| 1 | 4- 5 Okt | Basic Accounting | almost running | |
| 2 | 6 - 7 Okt | Maintenance of Building | confirm running | |
| 3 | 7 Okt | Powerpoint Do More | confirm running | |
| 4 | 10 - 11 Okt | Recruitment & Selection System | almost running | |
| 5 | 10 - 11 Okt | Financial Statement Analyst ( FSA ) | almost running | |
| 6 | 11 - 12 Okt | Strategi penerapan Compliance & risk management sektor keuangan non Bank | almost running | |
| 7 | 11 - 12 Okt | Corporate Journalism | confirm running | |
| 8 | 13 - 14 Okt | Advanced Selling skill for Maximum profit | almost running | |
| 9 | 13 - 14 Okt | Best practice Warehouse Management | confirm running | |
| 10 | 17 Okt | Business Process Mapping | almost running | |
| 11 | 17 - 18 Okt | General Affairs Development Program ( GA ) | almost running | |
| 12 | 18 - 19 Okt | Finance for Finance Executive ( FINON ) | almost running | |
| 13 | 20 - 21 Okt | Profesional Secretary development Program | almost running | |
| 14 | 25 - 26 Okt | Technical Report Writing ( TRW ) | almost running | |
| 15 | 25 - 26 Okt | Negotiation for Purchasing | confirm running | |
| 16 | 26 - 27 Okt | new product Development ( NPD ) | almost running | |
| 17 | 27 - 28 Okt | Contract & tender management in Procurement | almost running | |
| Luar Kota |
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| 1 | 6 - 7 Okt | Surabaya : Risk Based Internal Audit | confirm running | |
| 2 | 6 - 7 Okt | BALI : Training For Trainers ( TFT ) | almost running | |
| 3 | 6 - 7 Okt | Bandung : Effektif Time Management | almost running | |
| 4 | 13 - 14 Okt | Transisi Workshop ISO 9001 : 2015 | almost running | |
| 5 | 20 - 21 Okt | Surabaya : Risk Management berbasis ISO 31000 | almost running | |
| 6 | 20 - 21 Okt | Bandung :Total Quality Management ( TQM ) | almost running | |
| 7 | 20 - 21 Okt | Batam : Supervisory Skill | almost running | |
| 8 | 20 - 21 Okt | Bandung : Procurement & Supply chain managament | almost running | |
| 9 | 27 - 28 Okt | BALI : Leadership & managerial Skill | almost running | |
| 10 | 27 - 28 Okt | BALI : Talent management | almost running | |
| 11 | 27 - 28 Okt | BALI : Training Needs Analyst ( TNA ) | almost running | |
| 12 | 27 - 28 Okt | Surabaya : Presentation & negotiation Skill | almost running | |
| 12 | 27 - 28 Okt | Surabaya : problem Solving & Decision Making | almost running | |
| For More Info & Registration Call Us : |
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| 021 – 5793 2035 / 0858 9026 0140 ( SARI ) | ||||
| d.sari131282@gmail.com / sari@marksharetraining.co.id | ||||
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