IKLAN GRATIS: Desember Program :Customer Service Excellence & Compliance & Risk Management

MARKSHARE Training

We Provide Workshop & Training

Call Us :

Elizia (Ms)

0821 2256 4094 / 021- 57932035

elizia@marksharetraining.co.id / laurenciaelizia@gmail.com

www.marksharetraining.co.id

Yth,

Bapak / Ibu

HRD Manager

Training & Development Manager

kami Markshare Training , ingin menginformasikan bahwa kami akan menyelenggarakan training sebagai berikut :

Customer Service Excellence

Jakarta, 10 – 11 Desember 2018

Compliance & Risk Management

Bali, 14 – 15 Desember 2018 (Confirm Running)

OUTLINE

1. Customer Service Self-Assessment

· This self-assessment will help you measure your current customer service skills and the customer environment.

· This consist of multiple choice questions required to be answered by all the training participants.

2. Customer Satisfaction as a Discipline

· Why is Discipline Important?

· Putting Customer Satisfaction into ActionThe Quality First

· Connection

· Attitude

· Feedback

· Quality Improvement

· How Many Customers do You Have?

3. The Basics of Customer Satisfaction

· Customer Satisfaction Begins with an Attitude

· Creating the Comprehensive Program

· Training Everyone in the Organization

· Top Manager Need Customer Training, Too.

· Using Technology and Systems

· Securing Valuable and Constant Feedback

4. Customer Service Excellence Standard

· Customer Insight

· Customer Identification

· Engagement and Consultation

· Customer Satisfaction

· The Culture of the Organization

· Leadership, Policy and Culture

· Staff Professionalism and attitude

· Information and Access

· Range of Information

· Quality of Information

· Access

· Co-operative working with other providers, partner and communities

5. Delivery

· Delivery Standards

· Achieved Delivery and Outcomes

· Deal effectively with problems

6. Timeliness and Quality of Service

· Standards for Timeliness and Quality

· Timely Outcomes

· Achieved Timely Delivery

7. Segmenting the Customer Base

· Defining Customer Groups

· Developing Profiles

· Starting with a Vision

· Customer Satisfaction Plans

· Measuring and Tools for Tracking “Micro” Satisfaction Levels

· Quality Improvement from the Customers Point of View

8. Continuously Improving Customer Service

· Conducting a Customer Service Audit

· Reviewing Your Customer Service System

· Putting Your Learning to Work

· Action Planning Form

· Self-Check Review

9. Communicating Effectively with Customers

· Developing Active Listening Skills

· Speaking in the Positive: Words & Tones of Voice

· Body Language: Yours and Theirs

· Understanding Your Customers Communication Style

· Handling Complaints and Conflicts

10. Revolutionizing How Our Field Defines Quality

· Quality Frameworks That Drive Organizations Toward Excellence

· Process Improvement

· Relationship between Quality, Customer Satisfaction, and

· Customer Service Excellence

· Where do we go from here?

Tujuan (Objectives):

Ø Menjelaskan tujuan dan fungsiCompliance dan Good Corporate Governance

Ø Menjelaskan tujuan dan dampakManajemen Resiko.

Ø Menjabarkan tahap-tahap dalam mengidentifikasi, menilai, dan mengelola resiko Perusahaan

Ø Menjelaskan bagaimana membuat alat monitor (monitoring tool) untuk meminimalkan resiko

Ø dan meningkatkan kepatuhan.

Ø Menciptakan Good Corporate Governance yang berkelanjutan di perusahaan.

Ø Designing effectively and friendship Compliance System

Agenda Training
Day-1

Session-1: Tujuan dan FungsiCompliance, Good Corporate Governance dan Manajemen Resiko.

Ø Definisi dan Tujuan Penerapan Corporate Compliance dan Good Corporate Governance

Ø Contoh-contoh kasus dan dampak pelanggaran Compliance

Session-2: Kerangka & Tahapan Manajemen Resiko (Risk Management Framework).

Ø Pengertian dan Fungsi Manajemen Resiko

Ø Proses dan Tahap-tahap dalam mengidentifikasi, menilai, dan mengelola resiko Perusahaan

Ø Peran Manajemen dalam Manajemen Resiko

Session-3: Cara dan Alat efektif untuk mengoptimalkan Compliance.

Ø Internal Audit dan Self-Assessment tool Compliance Monitoring Tool

Session-4. Membudayakan Good Corporate Governance yang Berkesinambungan

Day-2

Session-1: Studi Kasus 1

Ø Peserta akan dibagi dalam beberapa grupMasing-masing Grup diminta menganalisa kemudian membuat Compliance Monitoring Tool sesuai dengan kasus tersebut

Session-2: Presentasi & Pembahasan Kasus 1

Ø Masing-masing Grup mempresentasikan Tool yang dibuat untuk Studi Kasus-1Pembahasan Kasus 1

Session-3: Studi Kasus 2.

Ø Peserta akan dibagi dalam beberapa grupMasing-masing Grup diminta menganalisa kemudian membuat Compliance Monitoring Tool sesuai dengan kasus tersebut.

Session-2: Presentasi & Pembahasan Kasus 2.

Ø Masing-masing Grup mempresentasikan Tool yang dibuat untuk Studi Kasus-2Pembahasan Kasus 2.

Ø Wrap-up (Penutup)

Untuk topic lainnya dan In house Training, silahkan sampaikan kebutuhan dan request anda dengan cara :

>> [[ Klik Disini Untuk Request Inhouse ]] <<

improve the quality of human resources by Inhouse training, scale UP your Business !