Running : (1) Managing Difficult Customer & Handling Complaint Professionaly , (2) Good Corporate Governance ( GCG ) Implementation

Managing Difficult Customer and Handling Complaint Professionaly Jakarta , 9 – 10 Oktober 2017	GOOD CORPORATE GOVERNANCE IMPLEMENTATION Jakarta, 11- 12 Oktober 2017
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Setelah mengikuti pelatihan ini diharapkan peserta akan: 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 METODE TRAINING a. Diskusi interaktif c. Studi kasus d. Role play dan e. Umpan balik. OUTLINE PROGRAM : ·         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: Kontak pertama (menciptakan kesan pertama yang positif) Sikap positif terhadap pelanggan. Komunikasi yang efektif 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 Investasi: Rp.4.500.000,-/ peserta Grup ( 3 orang ) Rp. 4.000.000/peserta	TUJUAN ·         Peserta dapat mengetahui tahapan-tahapan dalam implementasi GCG. ·         Peserta dapat mengetahui Manfaat implementasi GCG. ·         Peserta dapat mengeembangkan pparameter dalam implementasi GCG. ·         Peserta dapat mendesain Mekanisme serta Internalisasi GCG. ·         Peserta dapat mengetahui berbagai kasus (case study) implementasi GCG di berbagai perusahaan.   MATERI PELATIHAN 1. Introduction to Good Corporate Governance (GCG) a. Definition, Scope, Simple Terms, Benefit, and Concepts of GCG b. Corporate Governance Reform is A Worldwide Phenomenon. c. Good Governance in ASIAN Countries. d. GCG Regulations in Indonesia. e. Why GCG must be Implemented ? f. 3 (Three) Parameters of GCG Implementation. g. Corporate Governance Perception Index (CGPI) 2. Understanding Corporation a. Vision and Mission of Corporation b. Organizational Structure c. Dewan Komisaris,Dewan Direksi, dan Rapat Umum Pemegang Saham d. Agency Theory e. Business Corporate Governance : Unethical Business Practises and Fraud Corporation f. Risk Analyisis and Mitigation e. Proses “Governance” and “Management” 3. GCG Models a. Principal Agent Model b. Myopic Market Model c. Stakeholder Model 4. The Principles or Pillars of GCG (TARIF) a. Transparency b. Accountability c. Responsibility d. Independency e. Fairness 5. GCG Internalization by Corporate Culture a. Relationship among GCG, Corporate Culture, and Corporate Philosophy b. Corporate Culture : Elements & Benefit. c. Mechanism of Corporate Culture Transformation. d. Internalization of Corporate Culture : Four Phases.   § Phase I : Awareness § Phase II : Understanding § Phase III : Buy-In § Phase IV : Ownership 6. Infrastruktur implementasi GCG a. Organ atau Kelembagaan Pendukung b. Guidelines (aturan main) 7. Factors Influencing GCG a. Internal and External factors of Company Operation b. GCG Development c. Time for Implementation d. Performance Measurement e. Grading Standard f. dan lainnya 8. GCG Implementation a. Items Variable yang diukur b. Penilaian items/grading/kategori/peingkat/score c. Latihan Pengukuran GCG d. Template Pengukuran GCG, contoh : BUMN dan Swasta. Investasi Rp. 4.500.000,- / Orang Rp.4.000.000,-/Orang ( Grup 3 orang )
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NO	TANGGAL	JUDUL TRAINING	Lokasi	Keterangan
1	4-5 Oktober	Interpreting & Documenting of ISO 9001:2008	Jakarta	Almost running
2	5 - 6 Oktober	Metode Penyusunan Harga Perkiraan Sendiri ( HPS ) owner Estimate	Bandung	confirm running
3	5 - 6 Oktober	Analyzing & Calculating with ms.excel 2010/2013 for Dashboard Reporting	Bogor	Almost running
4	9-10 Oktober	Motivating & Empowering	Jakarta	Almost running
5	9-10 Oktober	managing Difficult customer and Handling Complaint professionaly	Jakarta	Almost running
6	11 Oktober	Writing Advanced Procedures	Jakarta	Almost running
7	11 - 12 Oktober	Good Corporate Governance ( GCG ) Implementation	Jakarta	Almost running
8	12 - 13 Oktober	Contract & Tender In Procurement	Jakarta	Almost running
9	12-13 Oktober	Corporate Journalism : How to run Publicaton for HR & PR Purpose	Bandung	Almost running
10	12-13 Oktober	Excellence Management System : managerial & leadership skill	Bandung	Almost running
11	12-13 Oktober	Powerful Presentation & Communication Skill	Jakarta	confirm running
12	12-13 Oktober	Kajian Perbandingan IFRS dengan PSAK Lama Terkait	Jakarta	Almost running
13	12-13 Oktober	Accurate Inventory Planning & Stock Control	Jakarta	Almost running
14	12-13 Oktober	Project Management using Primavera	Jakarta	Almost running
15	17 - 18 Oktober	Effektif technique Report Writing	Jakarta	Almost running
16	18-19 Oktober	Win-Win Negotiation Skills	Jakarta	Almost running
17	18-19 Oktober	Modern Office Administration For Executive Secretary and Executive Administration	Jakarta	Almost running
18	23-24 Oktober	Kepemimpinan Situasional Untuk Sales Leader	Jakarta	Almost running
19	24-25 Oktober	Strategic Procurement Management	Bandung	Almost running
20	24-25 Oktober	Professional General Affairs ( GA ) development program	Jakarta	confirm running
21	25 Oktober	Practical Service Excellence	Jakarta	Almost running
22	25 - 26  Oktober	Infographic Powerpoint	Jakarta	confirm running
23	24-25 Oktober	Warehouse Best Practice	Bandung	Almost running
24	25 - 26 Oktober	Financial Statement Analysis ( FSA )	Jakarta	confirm running
25	26-27 Oktober	How to Identify Training Need (TNA)	Surabaya	Almost running
26	26-27 Oktober	Effective Communication & Interpersonal Skill	Jakarta	Almost running
27	26-27 Oktober	Supervisory skills : Menjadi supervisor unggul	Bali	Almost running
28	26-27 Oktober	Excellent Automation Process with Visual Basic Application for Excel 2007	Jakarta	Almost running
29	26-27 Oktober	Stress Management	Jakarta	Almost running
30	26-27 Oktober	Business Plan and budgeting	Jakarta	Almost running
31	26-27 Oktober	Telemarketing Skills Training	Jakarta	Almost running
32	26-27 Oktober	Negotiation Power for Purchasing	Bandung	Almost running
For More Info & Registration Call Us :
021 – 5793 2035  / 0858 9026 0140 ( SARI )
d.sari131282@gmail.com / sari@marksharetraining.co.id
NO	TANGGAL	JUDUL TRAINING	Lokasi	Keterangan
1	2-3 November	Analyzing & Building Reporting with ms.excel 2010/2013 Dashboard	Bogor	Almost Running
2	6 november	Customer Service Excellence	Jakarta	Almost Running
3	7-8 November	Professional General Affairs Development Program	Jogjakarta	Almost Running
4	7-8 November	HR for Non HR management	Jakarta	Almost Running
5	7-8 November	Training Needs Analysis ( TNA )	Jakarta	Almost Running
6	7-8 November	Finance for Non Finance Executive	Jakarta	Almost Running
7	9-10 November	Managing Office & Filing System	Bandung	Almost Running
8	9-10 November	Supply Chain Management	Bandung	Almost Running
9	13 - 14 November	Supervisory Skill : Be Great An Supervisor	Jakarta	Almost Running
10	13 - 14 November	Effective & Time Management	Jakarta	Almost Running
11	14 - 15 November	Comprehensive Hubungan Industrial	Jakarta	Almost Running
12	14 - 15 November	Effektive Negotiation & Lobbying Skill	Jakarta	Almost Running
13	14-15 November	Strategic Sourcing & Vendor Management	Jakarta	Almost Running
14	15-16 November	Corporate Journalism	Bandung	Almost Running
15	16-17 November	Customer Handling difficult People	Jakarta	Almost Running
16	16-17 November	Budgeting & Cost Estimation	Jakarta	Almost Running
17	16 - 17 November	Training for Trainers	Jakarta	Almost Running
18	16-17 November	Advanced Selling skill for Maximum Profit	Jakarta	Almost Running
19	20-21 November	Menyusun Skala Struktur Gaji	Jakarta	Almost Running
20	20-21 November	Know Your Customer ( KYC ) and Anti Money Laundry	Jakarta	Almost Running
21	20-21 November	Basic Accounting	Jakarta	Almost Running
22	21 November	Powerpoint Do More	Jakarta	Almost Running
23	21-22 November	Effective Communication & Interpersonal Skill	Jakarta	Almost Running
24	21 - 22 November	Persiapan masa pensiun	Jakarta	Almost Running
25	22-23 November	Advanced Basic Marketing : Marketing Strategy	Jakarta	Almost Running
26	23 - 24 November	Career & Talent Management	Jakarta	Almost Running
27	23 - 24 November	Couching & Counseling Program	Bandung	Almost Running
28	23-24 November	Effektive Presentation Skill	Jakarta	Almost Running
29	23-24 November	Risk Based Internal Audit ( RBIA)	Surabaya	Almost Running
30	24-25 November	Recruitment Management	Jakarta	Almost Running
31	28-29 November	Secretary Development Program	Jakarta	Almost Running
32	28-29 November	Project Management	Bandung	Almost Running
33	29-30 November	Negotiation Power for Purchasing	Jakarta	Almost Running
For More Info & Registration Call Us :
021 – 5793 2035  / 0858 9026 0140 ( SARI )
d.sari131282@gmail.com / sari@marksharetraining.co.id