CUSTOMER SERVICE MANAGEMENT
CUSTOMER SERVICE MANAGEMENT
Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn’t and identify how you can understand and provide good customer service.
Many businesses want to achieve “good customer service”. Right now that’s the brass ring of business training and vision-casting and many companies are analyzing their current mission and realigning it to be increasingly customer-focused.
The design of the course is to give participants a thorough understanding of the principles of economics that are applied to the functions of individual decision makers, both consumers and producers, within the larger economic system.
Training Objectives Customer Service Management
- Understand effective methods and strategies for creating excellent customer service.
- Understand the challenges and problem solving methods of customer service.
- Learn to recognize and provide not must “good” but “exceptional” customer service
- Learn how to recognize “poor” customer service.
- Learn how to “wow” your customer nderstand the communications in customer service.
- Learn how to be more than just a business acquaintance. Learn how to be your customer’s friend and create loyalty
Training Audience Customer Service Management
Individuals with intensive interaction with customers and with the strong interest on customer service management
Contents Customer Service Management
Welcoming customers
- The value of excellent customer service
- Why are we here?
Tourism, leisure and hospitality
- The tourism, leisure and hospitality industry
- The benefits of tourism
- The value of tourism
Understanding your customers
- The customer experience
Delivering service excellence
- Key elements of customer service
- Customer service trends
- Setting and maintaining standards
- First impressions
Communicating successfully
- The communication process
- Types of communication
- Are you listening?
- That’s a good question…
- Telephone techniques
Providing information and advice
- Presenting information to customers
- Knowing your local area
- Giving directions
Meeting specific needs
- Providing an accessible service
- Language and cultural diversity
- Welcoming customers of all ages
Dealing with difficult situations
- I’m the nice customer
- The causes of dissatisfaction
- Handling complaints
- Resolving problems
Boosting business
- Using customer service to boost business
- Improving quality
Training Methods Customer Service Management
- Presentation
- Discussion
METODE TRAINING
1. Presentation
2. Discuss
3. Case Study
4. Evaluation
5. Pre-Test & Post-Test
6. Games
Jadwal Training Update di Tahun 2023
Training Bulan Januari : 10-11 Januari 2023
Training Bulan Februari : 7-8 Februari 2023
Training Bulan Maret : 7-8 Maret 2023
Training Bulan April : 18-19 April 2023
Training Bulan Mei : 16-17 Mei 2023
Training Bulan Juni : 6-7 Juni 2023
Training Bulan Juli : 11-12 Juli 2023
Training Bulan Agustus : 22-23 Agustus 2023
Training Bulan September : 12-13 September 2023
Training Bulan Oktober : 10-11 Oktober 2023
Training Bulan November : 7-8 November 2023
Training Bulan Desember : 5-6 Desember 2023
Jadwal tersebut juga dapat disesuaikan dengan kebutuhan calon peserta
LOKASI PELATIHAN :
- Yogyakarta, Hotel Dafam Malioboro (7.250.000 IDR / participant)
- Jakarta, Hotel Amaris Tendean (7.750.000 IDR / participant)
- Bandung, Hotel Golden Flower (7.750.000 IDR / participant)
- Bali, Hotel Ibis Kuta (8.500.000 IDR / participant)
- Lombok, Hotel Jayakarta (8.750.000 IDR / participant)
INVESTASI TRAINING
Investasi Pelatihan tahun 2022 ini :
Investasi pelatihan selama dua hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas Pelatihan di Diorama untuk Paket Group (Minimal 2 orang peserta dari perusahaan yang sama):
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
- FREE Transportasi Peserta ke tempat pelatihan .
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
Jadwal Pelatihan masih dapat berubah, mohon untuk tidak booking transportasi dan akomodasi sebelum mendapat konfirmasi dari Marketing kami. Segala kerugian yang disebabkan oleh miskomunikasi jadwal tidak mendapatkan kompensasi apapun dari kami.
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