Sep 29

CUSTOMER SERVICE MANAGEMENT WORKSHOP

Two Days Intensive Workshop

Course Customer Service Management
Instructor Certified and Qualified Instructor
   
Descriptions 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.

 

Objectives
  • 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
Target Audience Individuals with intensive interaction with customers and with the strong interest on customer service management
 Duration 2days

Course Contents and Descriptions

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

 

DURASI WORKSHOP : 2 Hari

TEMPAT WORKSHOP  :

  • HSP Academy Training Center (Dengan peserta maksimal 15 orang)
  • Hotel POP BSD, Grand Zuri BSD atau Fame Hotel Gading Serpong (Dengan peserta diatas 15 orang)

BIAYA WORKSHOP  : 

Rp. 3,750,000,- (Tiga Juta Tujuh Ratus Lima Puluh Ribu Rupiah)

CONTACT INFORMATION/REGISTRATION

HSP Academy Training Center

Ruko Graha Boulevard Blok D 26 Gading Serpong – Tangerang

Tlp. (021)29001151; 29001152   atau 29001153

HP. 0813 1800 9166 atau 0822 9980 1099 atau 0812 8190 8009

Fax. (021)29001152

Email: info@hspacademy.com

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