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Online Training – Quality Awareness
March 22, 2024
Jadwal Pelatihan Online Training – Quality Awareness
| Tanggal | Tempat | Kota | | Belum ada jadwal terbaru |
TUJUAN
- Meningkatkan pemahaman peserta akan pentingnya ‘pelayanan prima (excellent service)’ sekaligus meningkatkan kualitas pelayanan mereka kepada pelanggan
- Meningkatkan motivasi peserta dalam bekerja dan berprestasi
- Meningkatkan dedikasi peserta terhadap perusahaannya
- Menanamkan rasa kebersamaan dalam melayani pelanggan
MATERI Training Online – Quality Awareness
1. Introduction to Service Quality
- Service Basics
- Why Service
- The SQ Stage
- Three Pillars of Service Excellence
2. Service Scale
- 6 Principles of Service Excellence
- Managing Expectation – Perception Gap
3. Service Chain
- Recognizing the Importance of Having a Strong Service Chain
- Job Focus vs Customer Focus
4. Service Breakdown and Recovery
- The SERVE Principle
- Service Guarantee
5. The Customers Point of View
- Customer’s Expectations and Perceptions
- Expectation – Perception Gap
6. Managing Change
- Driving Factors and Consequences
- Role of Leaders
7. Win-Win Solution
- Win-Win Mindset
- Approaches in Making Communication Balanced
8. SQ Attitude and Effective Communication
- Can do Attitude
- Interdependency
