Training Building Outstanding Customer Service through ISO Standards Service Management System
Pelatihan Building Outstanding Customer Service through ISO Standards Service Management System
Deskripsi
* Every Business is a Service Business. Does Your Service Put a Smile on the Customer’s Face? Service with Smile thanks to ISO Standards.
* Profit not just through Customer Satisfaction but also comes from Delighting Customer and Surprising Customer.
* Customer Delight and Customer Surprise through Outstanding Customer Service.
* Outstanding Customer Service through Implementation of the Customer Service Management Systems based-on ISO Standards.
* Parts of Outstanding CS Management System are:
1. Service Management System
2. Design & Transition of New or Changed Services
3. Service Delivery Processes
4. Relationship Process
5. Resolution (Problem Solving/Improvement) Process
6. Control Processes
Tujuan Pelatihan Building Outstanding Customer Service through ISO Standards Service Management System
* Peserta memahami Jenis, Tipe dan Karakteristik dari Pelanggan/Customer
* Peserta memahami cara membina berhubungan dengan berbagai Jenis, Tipe dan Karakteristik Customer
* Peserta memahami Karakteristik dari Service/Layanan
* Peserta memahami masalah-masalah dalam Customer Service dan Customer Satisfaction
* Peserta memahami mengembangkan Outstanding Customer Service Management System based-on ISO
Materi Pelatihan Building Outstanding Customer Service through ISO Standards Service Management System
1. What, Who and Why Customers – ISO 9000 Series
2. How to Treat Customers
3. Customer Satisfaction Conceptual Model
4. Five Determinants of Service Quality
5. Five Gaps of Service Quality
6. Customer Satisfaction Code of Conduct – ISO 10001
7. Measuring Customer Satisfaction – ISO 10004
8. Customer Complaint Handling – ISO 10002
9. Customer Dispute Resolution – ISO 10003
10. Customer Service and Business Relationship Program – BS/ISO 11000
11. Understanding Clause 4 to 9 of the Service Mangement System – ISO/IEC 20000-1
12. Steps to develop the Customer Service Management System based-on ISO Standards
Metode Pelatihan Building Outstanding Customer Service through ISO Standards Service Management System
1. Presentation
2. Discuses
3. Case study
Jadwal pelatihan Informasi-Pelatihan.com 2024
- Batch 1 : 23 – 24 Januari 2024
- Batch 2 : 7 – 8 Februari 2024
- Batch 3 : 6 – 7 Maret 2024
- Batch 4 : 23 – 24 April 2024
- Batch 5 : 7 – 8 Mei 2024 || 21 – 22 Mei 2024
- Batch 6 : 11 – 12 Juni 2024
- Batch 7 : 17 – 18 Juli 2024
- Batch 8 : 21 – 22 Agustus 2024
- Batch 9 : 18 – 19 September 2024
- Batch 10 : 8 – 9 Oktober 2024 || 22 – 23 Oktober 2024
- Batch 11 : 5 – 6 November 2024 || 19 – 20 November 2024
- Batch 12 : 10 – 11 Desember 2024
Investasi dan Lokasi pelatihan:
- Yogyakarta
- Jakarta
- Bandung
- Bali
- Surabaya
- Lombok
Catatan : Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas :
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
- Module / Handout
- Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
- Training room full AC and Multimedia
