ADVANCE SERVICE EXCELLENCE AND HANDLING CUSTOMER COMPLAINT

ADVANCE SERVICE EXCELLENCE AND HANDLING CUSTOMER COMPLAINT
August 5, 2024 No Comments » General Management adminweb

Deskripsi
This course aims to equip participants with advanced skills and strategies to deliver exceptional customer service and effectively handle customer complaints. It covers the principles of service excellence, communication techniques, problem-solving strategies, and the psychology behind customer behavior.
Tujuan
Understand the principles and importance of service excellence.
Develop advanced communication skills for customer interactions.
Learn effective strategies for handling and resolving customer complaints.
Understand customer behavior and expectations.
Implement techniques to enhance customer satisfaction and loyalty.

Materi
A. Principles of Service Excellence
1: Introduction to Service Excellence
• Overview of service excellence
• The impact of exceptional service on business success
• Case studies of companies known for excellent customer service
2: Understanding Customer Expectations
• Identifying customer needs and expectations
• The role of empathy in customer service
• Creating a customer-centric culture
B. Advanced Communication Skills
3: Effective Communication Techniques
• Active listening skills
• Verbal and non-verbal communication
• Building rapport with customers
4: Managing Difficult Conversations
• Handling irate and challenging customers
• Techniques for de-escalation
• Maintaining professionalism under pressure
C. Handling Customer Complaints
5: The Complaint Handling Process
• Steps to effectively handle complaints
• Turning complaints into opportunities
• The role of feedback in service improvement
6: Problem-Solving Strategies
• Identifying the root cause of complaints
• Collaborative problem-solving techniques
• Implementing solutions and follow-up
D.Enhancing Customer Satisfaction and Loyalty
7: Building Long-Term Customer Relationships
• Strategies for customer retention
• Creating a loyalty program
• The role of personalized service
8: Measuring and Improving Service Quality
• Key performance indicators for service excellence
• Tools and techniques for measuring customer satisfaction
• Continuous improvement strategies

Instruktur
Nararya Rahadyan Budiyono, S.Pd., M.Pd.
or team.

INVESTASI DAN FASILITAS
Metode Pelaksanaan Harga & Fasilitas
Opsi 1 –
Pelatihan Online Training Online Rp 3.900.000 per peserta
Minimal kuota 1 peserta dan bisa request tanggal
Pelaksanaan training selama 2 hari half day (08.00 – 12.00 WIB atau 13.00 – 17.00 WIB)
Menggunakan aplikasi Zoom, Google Meet
Sudah Termasuk : Sertifikat Training Softfile & Hardfile, Pengiriman Sertifikat ke Alamat Peserta, Softfile Materi
Belum termasuk : PPN 11%
Opsi 2 –
Pelatihan Offline di Yogyakarta Training Offline Rp 6.900.000 per peserta
Minimal kuota 1 peserta dan bisa request tanggal
Pelaksanaan training selama 2 hari full day (08.00 – 16.00 WIB)
Tempat pelaksanaan :
 Hotel El Royale, Yogyakarta ATAU
 Hotel Malyabhara, Yogyakarta
Sudah termasuk : Meeting Room, Modul Training, Sertifikat Training, Training Kits, Lunch, Coffee Break
Belum termasuk : Penginapan dan Transportasi Peserta Pelatihan, PPN 11%
Opsi 3 –
Pelatihan Offline Luar Yogyakarta (Jakarta, Bandung, Surabaya, dll) Training Offline Rp 7.900.000 per peserta
Minimal kuota 2 peserta dan bisa request tanggal
Pelaksanaan training selama 2 hari full day (08.00 – 16.00 WIB)
Pilihan Tempat pelaksanaan :
 Hotel Kimaya Braga, Bandung
 Hotel Midtown, Surabaya
 Hotel Asyana Kemayoran, Jakarta
 Hotel Amaris Kemang, Jakarta
 Hotel Ibis Simpang Lima, Semarang
 Hotel Ibis, Solo
 dll
Sudah termasuk : Meeting Room, Modul Training, Sertifikat Training, Training Kits, Lunch, Coffee Break
Belum termasuk : Penginapan dan Transportasi Peserta Pelatihan, PPN 11%
Opsi 4 –
Pelatihan Offline Luar Pulau Jawa (Lombok, Bali, Balikpapan, dll) Training Offline Rp 8.900.000 per peserta
Minimal kuota 2 peserta dan bisa request tanggal
Pelaksanaan training selama 2 hari full day (08.00 – 16.00 WIB)
Pilihan Tempat pelaksanaan :
 Hotel Ibis Kuta, Bali
 Hotel Nagoya Plaza, Batam
 Hotel Fave, Balikpapan
 Hotel Aston, Manado
 Hotel Lombok Raya, Mataram
 dll
Sudah termasuk : Meeting Room, Modul Training, Sertifikat Training, Training Kits, Lunch, Coffee Break
Belum termasuk : Penginapan dan Transportasi Peserta Pelatihan, PPN 11%

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