Jumat, 30 November 2018

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 !

Call Us :

Elizia (Ms)

0821 2256 4094 / 021- 57932035

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

www.marksharetraining.co.id

 

                                                                                                    click here for unsubscribed

 

 

 

JADWAL TRAINING NOVEMBER - DESEMBER 2018

 

 

 

 

 

NO

TGL

JUDUL TRAINING

LOKASI

NOVEMBER

1

1-Nov

Powerfull of Sales Data Analysis & Dashboard Report With Advanced Excel 2010

Jakarta

2

5 - 6 Nov

Financial Statement Analysis

Jakarta

3

05 - 06 Nov

Teknik Penyusunan SOP Menggunakan KPI

Jakarta

4

6 - 7 Nov

Mastering Excel 2007/2010 Beyond For Office Data processing System

Jakarta

5

6 - 7 Nov

Human Resources Development Program (HRMDP)

Jakarta

6

07 - 08 Nov

Problem Solving & Decision Making

Jakarta

7

8-Nov

Infographic Powerpoint 

Jakarta

8

8 - 9 Nov

Corporate Journalism

Jakarta

9

8 - 9 Nov

Professional General Affair Management

Jakarta

10

8 - 9 Nov

Effective Interpersonal Communication

Jakarta

11

08 - 09 Nov

Struktur Penyusunan Skala Upah (Compensation & Benefits)

Jakarta

12

12 - 13 Nov

Effective Time Management & Delegation

Jakarta

13

12 - 13 Nov

Smart Plan Project Management using Ms. Project Application

Jakarta

14

13 - 14 Nov

Comprehensive Supervisory Skills

Jakarta

15

13 - 14 Nov

Budgeting profit Planning & Cost Control

Jakarta

16

14 - 15 Nov

Business Development & Marketing Strategy

Jakarta

17

15 - 16 Nov

Payroll Management System

jakarta

18

15 - 16 Nov

The 7 Selling Step : Total Selling Basic

Jakarta

19

15 - 16 Nov

Public Speaking & Presentation Skill

Jakarta

20

15 - 16 Nov

Advanced Secretary Development Program

Jakarta

21

15 - 16 Nov

Increasing Employee Engagement

Jakarta

22

15 - 16 Nov

Negotiation Skill For HR Staff

Jakarta

23

15 - 16 Nov

Applied Finance For Non Finance

Jakarta

24

21 - 22 Nov

Workload Analysis Implementation With Ms. Excel For HR & Non HR

Jakarta

25

21 - 22 Nov

Tax Planning Management

Jakarta

26

21 - 22 Nov

Effective Office Management With Kaizen 5S & Filing System

Jakarta

27

21 - 22 Nov

Customer Relation Management

Jakarta

28

21 - 22  Nov

Operational & Strategic Procurement

Jakarta

29

22 - 23 Nov

Metode Penyusunan Harga Perkiraan Sendiri ( HPS )

Bandung

30

22 - 23 Nov

Negotiation Power For Purchasing

Jakarta

31

22 - 23 Nov

Advanced Secretary Development Program

Bandung

32

22 - 23 Nov

Effective Interpersonal Communication

Bandung

33

22 - 23 Nov

Total Selling : Powerful Strategy Selling

Jakarta

34

22 - 23 Nov

Logistics & Supply Chain Management

Jakarta

35

26 - 27 Nov

Purchasing & Procurement Management

Jakarta

36

26 - 27 Nov

Financial Modeling

Jakarta

37

26 - 27 Nov

Managing Account Payable and Receivable

Jakarta

38

26 - 27 Nov

Accurate inventory planning and stock control

Jakarta

39

28 - 29 Nov

Training PDCA ( Plan - DO - Check - Action)

Jakarta

40

28 - 29 Nov

Struktur Penyusunan Skala Upah (Compensation & Benefits)

Bali

41

29 - 30 Nov

Powerfull Database Analysis & Dashboard Reporting with ms. Excel 2007 / 2010

Jakarta

42

29 - 30 Nov

Effective Negotiation & Lobbying Skill

Bali

43

29 - 30 Nov

Advanced Secretary Development Program

Bali

44

29 - 30 Nov

Public Relation Management

Bali

45

29 - 30 Nov

Leadership & Managerial Skills

Bali

Desember

1

3 - 4 Des

Business Plan

Jakarta

2

3 - 4 Des

Best Practice Warehouse Management

Jakarta

3

03 - 04 Des

Effective Public Relation Management

Jakarta

4

03 - 04 Des

Struktur Penyusunan Skala Upah (Compensation & Benefits)

Jakarta

5

04 - 05 Des

Negotiation & Lobbying skill

Jakarta

6

04 - 05 Des

Creative & Analytical Thinking

Jakarta

7

6 - 7 Des

Finance For Non Finance

Jakarta

8

06 - 07 Des

Negotiation Skill For HR Staff

Jakarta

9

06 - 07 Des

Basic marketing & CRM Management

Jakarta

10

10 - 11 Des

Customer Service Excellence

Jakarta

11

10 - 11 Des

Comprehensive Ms. Excel Training With Visual Basic Application (VBA)

Jakarta

12

12 Des

Powerfull of Sales Data Analysis & Dashboard Report With Advanced Excel 2010

Jakarta

13

12 - 13 Des

Public Speaking & Presentation Skill

Jakarta

14

12 -13 Des

Technical Report Writing

Jakarta

15

12 - 13 Des

Coaching & Counseling

Jakarta

16

13 - 14 Des

Logistics & Supply Chain Management

Jakarta

17

13 - 14 Des

Total Quality Management

Jakarta

18

13 - 14 Des

Good Corporate Governance (GCG)

Jakarta

19

17 - 18 Des

Leadership & Managerial Skills

Jakarta

20

17 - 18 Des

Advanced Secretary Development Program

Jakarta

21

17 - 18 Des

Financial Statement Analysis

Jakarta

22

19 - 20 Des

Effective Office Management With Kaizen 5S & Filing System

Jakarta

23

19 - 20 Des

Teknik Penyusunan SOP Menggunakan KPI

Jakarta

24

19 - 20 Des

Metode Penyusunan Spesifikasi & HPS

Jakarta

25

27 - 28 Des

Comprehensive Basic Accounting for Executive

Jakarta

26

27 - 28 Des

Problem Solving & Decision Making

Jakarta

27

27 - 28 Des

Strategic Sourcing & Vendor Management

Jakarta

28

27 - 28 Des

Struktur Penyusunan Skala Upah (Compensation & Benefits)

Jakarta

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