Daftar ISI
Silabus Training Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction
Deskripsi Training :
There are literally hundreds of reasons why every organization should place a premium on satisfying customers, but here are three that are most important for Providers of Services:
- It is an obligation of human services organization to satisfy persons served as part
of its mission. - Customer satisfaction makes sense economically because positive word of mouth
and reputation lead to higher occupancy. - Increased customer satisfaction can influence employee morale and retention.
Organization providing services need to be efficient, effective, excellent, and equitable, with the customer at the heart of everything they do. A customer focus principle plays just as important a role for small frontline units as it would for large corporate organizations. Customer Service Excellence is developed to offer a practical tool for driving customer focused changer. The foundation of this is the Customer Service Excellence Standard, which is a mix of research, management and operational models and, most importantly, practical experience of providing services.
Menimbang cukup kompleknya materi pelatihan Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction ini bagi peserta, dibutuhkan training provider yang berpengalaman di bidangnya agar tidak membuat peserta tidak menjadi cepat bosan dan jenuh dalam mendalami bidang teknik ini.
Tujuan Training :
Dengan mengikuti pelatihan Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction Peserta dapat berbagi pengetahuan / sharing knowledge mengenai Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction dengan peserta dari perusahaan lain yang bergerak di bidang Komunikasi
Materi Training :
- 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
o Attitude
o Feedback
o 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
The Culture of the Organization
Information and Access - 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? - Customer satisfaction assessment
- Public Speaking
- Presentation techniques
Metode Training :
Metode Training Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction dapat menggunakan fasilitas training zoom atau training online, dan bisa juga training offline atau training tatap muka.
Instrutor Training :
Instruktur yang berkompeten di bidang Komunikasi
Peserta Training :
Peserta yang dapat mengikuti training Improving Services & Product Quality By Understanding Business Communication & Customer Satifaction ini adalah yang ingin mendalami bidang Komunikasi .
Jadwal Berdiklat Training 2024:
- Batch 1 : 6 – 7 Januari 2025 || 15 – 16 Januari 2025 || 22 – 23 Januari 2025
- Batch 2 : 3 – 4 Februari 2025 || 12 – 13 Februari 2025 || 27 – 28 Februari 2025
- Batch 3 : 5 – 6 Maret 2025 || 10 – 11 Maret 2025 || 19 – 20 Maret 2025
- Batch 4 : 14 – 15 April 2025 || 23 – 24 April 2025
- Batch 5 : 5 – 6 Mei 2025 || 14 – 15 Mei 2025 || 26 – 27 Mei 2025
- Batch 6 : 2 – 3 Juni 2025 || 11 – 12 Juni 2025 || 18 – 19 Juni 2025 || 23 – 24 Juni 2025
- Batch 7 : 2 – 3 Juli 2025 || 16 – 17 Juli 2025 || 30 – 31 Juli 2025
- Batch 8 : 4 – 5 Agustus 2025 || 13 – 14 Agustus 2025 || 20 – 21 Agustus 2025 || 29 – 30 Agustus 2025
- Batch 9 : 3 – 4 September 2025 || 10 – 11 September 2025 || 15 – 16 September 2025 || 24 – 25 September 2025
- Batch 10 : 8 – 9 Oktober 2025 || 13 – 14 Oktober 2025 || 22 – 23 Oktober 2025
- Batch 11 : 3 – 4 November 2025 || 12 – 13 November 2025 || 19 – 20 November 2025 || 26 – 27 November 2025
- Batch 12 : 1 – 2 Desember 2025 || 10 – 11 Desember 2025 || 17 – 18 Desember 2025 || 26 – 27 Desember 2025
Ayo, jangan ragu lagi! Daftarkan segera dengan chat melalui pesan Whatsapp (Fast Respons). Dapatkan pengalaman terbaik dari tim trainer yang berkompeten.
Harga setiap kota akan berbeda serta semakin banyak peserta dalam 1 instransi yang sama, pun akan lebih murah. Untuk informasi lebih lanjut hubungi kami segera.
Investasi dan Lokasi pelatihan:
- Yogyakarta
- Jakarta
- Bandung
- Bali
- Surabaya
Catatan : Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas :
- Module / Handout
- 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