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CUSTOMER SERVICE MANAGEMENT WORKSHOP

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Two Days Intensive Workshop

CourseCustomer Service Management
InstructorCertified and Qualified Instructor
  
DescriptionsCustomer 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 AudienceIndividuals 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 directionsMeeting specific needsProviding an accessible service

    • Language and cultural diversity

    • Welcoming customers of all agesDealing with difficult situationsI’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)

    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) 55686090 atau 55686097

    Email: info@hanosen.com

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