Home » Quality Awareness
Quality Awareness
March 22, 2024
Jadwal Pelatihan Quality Awareness
| Tanggal | Tempat | Kota | | 29 - 30 April 2024 | The 1O1 Hotel | Yogyakarta |
| 24 - 25 April 2024 | The 1O1 Hotel | Yogyakarta |
| 17 - 18 April 2024 | The 1O1 Hotel | Yogyakarta |
| 03 - 04 April 2024 | The 1O1 Hotel | Yogyakarta |
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 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
TRAINING METHOD
Presentation
Discussion
Case Study
Evaluation
FACILITY
Training Kit
Handout
Certificate
Lunch + 2x Coffee Break
Souvenir
Pick Up Participant (Yogyakarta)
