Confirm Running : Advanced Service Excellence - Upgarde Your Service , 1 - 2 Desember 2016

MARKSHARE TRAINING

PEOPLE DEVELOPMENT

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For More Information :

HUBUNGI : SARI

TELP : 021.5793 2035 / 0858 9026 0140

EMAIL : sari@marksharetraining.co.id ; d.sari131282@gmail.com

UPGRADE YOUR SERVICE

An Essential Service Excellence Training Program

Hotel Oria Jakarta , 1 – 2 Desember 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. 4.500.000,-/peserta

Grup 3 orang Rp. 4.250.000,-

NO	TANGGAL	JUDUL TRAINING	Lokasi	Keterangan
1	1 - 2 Desember	Managing Office & Filing System	JAKARTA	Confirm Running
2	1 - 2 Desember	Advanced Service Excellence : Upgrade Your Service	JAKARTA	Confirm Running
3	1 - 2 Desember	GA Development Program with Data Processing system	JAKARTA	confirm running
4	6 - 7 Desember	Payroll Administration System Implementation with Excel	JAKARTA	almost running
5	6 - 7 Desember	Best Practice Warehouse Management	JAKARTA	almost running
6	7 - 8 Desember	Basic marketing & CRM Management	JAKARTA	almost running
7	7 - 8 Desember	Training Needs Analyst ( TNA )	JAKARTA	confirm running
8	8 - 9 Desember	Recruitment & Selection System	JAKARTA	Confirm Running
9	8 - 9  Desember	Corporate Journalism	JAKARTA	almost running
10	8 - 9 Desember	Technical Report Writing ( TRW )	BANDUNG	confirm running
11	14 - 15 Desember	Talent Management	JAKARTA	almost running
12	15 - 16 Desember	Effective Communication & Interpersonal Skill	JAKARTA	confirm running
13	15 - 16 Desember	Professional Debt Collection Program	JAKARTA	almost running
14	19-Des	Powerpoint Do More	JAKARTA	almost running
15	20 - 21 Desember	Advanced Selling skill for maximum profit	SURABAYA	almost running
16	20 - 21 desember	Handling compliant & Difficult Customer	JAKARTA	almost running
17	21-Des	Customer service Excellence	JAKARTA	almost running
18	22 - 23 Desember	Strategic Vendor Management	BANDUNG	Confirm Running
19	22 - 23 Desember	Strategic Procurement management	BANDUNG	almost running
20	22 - 23 Desember	Training for Trainers ( TFT )	BANDUNG	almost running
21	28 - 29 Desember	Supply Chain Management	JAKARTA	almost running
22	28 - 29 Desember	Business Plan & Budgeting	JAKARTA	almost running
For More Info & Registration Call Us :
021 – 5793 2035  / 0858 9026 0140 ( SARI )
d.sari131282@gmail.com / sari@marksharetraining.co.id