Januari 2018Quality, Efficiency, & ProductivityYogyakarta

Service Quality Awareness (MINDSET)

Jadwal Training Service Quality Awareness (MINDSET):

    BENEFITS

    • 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 Service Quality Awareness (MINDSET)

    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

     

    PARTICIPANTS

    Program ini didesain khusus untuk Front Liner baik yang berhubungan secara langsung dengan pelanggan (face to face) ataupun tidak langsung (lewat telepon, surat menyurat dsb).

     

    TRAINING METHOD

    Presentation

    Discussion

    Case Study

    Evaluation

     

    FACILITY

    Training Kit

    Handout

    Certificate

    Lunch + 2x Coffee Break

    Souvenir

    Pick up Participant (Yogyakarta)

      

    TRAINING FEE for Service Quality Awareness (MINDSET)

    Rp6.500.000,-/Peserta/Non Recidential

    Form Pre-Registrasi

    Data Materi Training

    Topik Training : Service Quality Awareness (MINDSET)
    Link
    *Jumlah Peserta Estimasi Jumlah Peserta yang di ajukan
    *Nama Peserta Yang Didaftarkan

    Personal Data

    *Nama
    *Jabatan Jabatan/Divisi/Departement
    *Nama Perusahaan
    *Alamat Perusahaan
    *Email Perusahaan
    *Email Alternatif eg: gmail, yahoo, hotmail
    *Telepon Kantor
    Ekstensi
    *Handphone
    * Harus di isi
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