Training Customer Service Excellence
Pelatihan Customer Service Excellence
Deskripsi
Secara harfiah ada ratusan alasan mengapa setiap organisasi harus menempatkan harga yang mahal untuk memuaskan pelanggan, setidaknya tiga hal penting yang perlu diperhatikan organisasi penyedia jasa layanan:
* Kepuasan pelanggan merupakan kewajiban bagi organisasi penyedia layanan untuk memenuhi apa yang diharapkan sebagai bagian dari misi organisasi.
* Kepuasan pelanggan akan mendatangkan nilai ekonomis, karena kesan positif dari mulut ke mulut akan mengarah pada pembelian yang lebih tinggi
* Meningkatkan kepuasan pelanggan dapat mempengaruhi semangat kerja dan retensi karyawan.
Organisasi yang menyediakan jasa layanan haruslah efisien, efektif, sangat baik dan adil, segala sesuatu yang mereka lakukan haruslah dilakukan dengan hati. Prinsip customer oriented (berfokus pada pelanggan) menempatkan frontline atau garis terdepan berperan sama pentingnya seperti peran besar perusahaan.
Sebuah training Customer Service Excellence dikembangkan untuk memberikan cara praktis agar organisasi berfokus pada pelanggan, dimana Training Customer Service Excellence -the key to customer loyalty ini merupakan hasil ramuan dari penelitian, model manajemen dan operasional, dan yang terpenting, pengalaman praktis sebagai penyedia layanan.
Outline materi Pelatihan Customer Service Excellence
Customer Service Self-Assessment
* This self-assessment will help you measure your current customer service skills and the customer environment.
* This consist of multiple choice questions required to be answered by all the training participants.
Customer Satisfaction as a Discipline
* Why is Discipline Important?
* Putting Customer Satisfaction into ActionThe Quality First
+ Connection
+ Attitude
+ Feedback
+ Quality Improvement
* How Many Customers do You Have?
The Basics of Customer Satisfaction
* Customer Satisfaction Begins with an Attitude
* Creating the Comprehensive Program
* Training Everyone in the Organization
* Top Manager Need Customer Training, Too.
* Using Technology and Systems
* Securing Valuable and Constant Feedback
Customer Service Excellence Standard
* Customer Insight
+ Customer Identification
+ Engagement and Consultation
+ Customer Satisfaction
* The Culture of the Organization
+ Leadership, Policy and Culture
+ Staff Professionalism and attitude
* Information and Access
+ Range of Information
+ Quality of Information
+ Access
+ Co-operative working with other providers, partner and communities
Delivery
* Delivery Standards
* Achieved Delivery and Outcomes
* Deal effectively with problems
Timeliness and Quality of Service
* Standards for Timeliness and Quality
* Timely Outcomes
* Achieved Timely Delivery
Segmenting the Customer Base
* Defining Customer Groups
* Developing Profiles
* Starting with a Vision
* Customer Satisfaction Plans
* Measuring and Tools for Tracking “Micro” Satisfaction Levels
* Quality Improvement from the Customers Point of View
Continuously Improving Customer Service
* Conducting a Customer Service Audit
* Reviewing Your Customer Service System
* Putting Your Learning to Work
* Action Planning Form
* Self-Check Review
Communicating Effectively with Customers
* Developing Active Listening Skills
* Speaking in the Positive: Words & Tones of Voice
* Body Language: Yours and Theirs
* Understanding Your Customers Communication Style
* Handling Complaints and Conflicts
Revolutionizing How Our Field Defines Quality
* Quality Frameworks That Drive Organizations Toward Excellence
* Process Improvement
* Relationship between Quality, Customer Satisfaction, and
* Customer Service Excellence
* Where do we go from here?
Jadwal pelatihan Informasi-Pelatihan.com 2026
- Batch 1 : 7–18 Jan 2026 | 14–15 Jan 2026 | 21–22 Jan 2026 | 28–29 Jan 2026
- Batch 2 : 4–15 Feb 2026 | 11–12 Feb 2026 | 18–19 Feb 2026 | 25 –26 Feb 2026
- Batch 3 : 4–5 Mar 2026 | 11–12 Mar 2026 | 25–26 Mar 2026
- Batch 4 : 6–7 Apr 2026 | 14–15 Apr 2026 | 21–22 Apr 2026 | 28–29 Apr 2026
- Batch 5 : 6–7 Mei 2026 | 12–13 Mei 2026 | 20–21 Mei 2026 | 25–26 Mei 2026
- Batch 6 : 2–3 Jun 2026 | 10–11 Jun 2026 | 17–18 Jun 2026 | 24–25 Jun 2026
- Batch 7 : 8–9 Jul 2026 | 15–16 Jul 2026 | 22–23 Jul 2026 | 29–30 Jul 2026
- Batch 8 : 5–6 Aug 2026 | 12–13 Aug 2026 | 18–19 Aug 2026 | 26–27 Aug 2026
- Batch 9 : 2–3 Sep 2026 | 9–10 Sep 2026 | 16–17 Sep 2026 | 23–24 Sep 2026
- Batch 10 : 7–18 Okt 2026 | 14–15 Okt 2026 | 21–22 Okt 2026 | 28–29 Okt 2026
- Batch 11 : 4–5 Nov 2026 | 11–12 Nov 2026 | 18–19 Nov 2026 | 25–26 Nov 202
- Batch 12 : 2–3 Des 2026 | 9–10 Des 2026 | 29–30 Des 2026
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
