Pelatihan Customer Service Fundamentals

Pelatihan Customer Service Fundamentals

Pelatihan Customer Service Fundamentals “Semua Staf Profesional and Karyawan Perusahaan Jasa adalah Customer Service Staff”. Pelatihan ini direkomendasikan untuk staf professionals perusahaan yang bergerak di bidang pelayanan atau jasa seperti Bank, Hotel, Airlines, Restoran, Perusahaan Asuransi, Rumah Sakit, Agen Perjalanan, dsb.

ikuti juga :  training psychology of service in action

Tujuan

 Setelah mengikuti training dua hari ini maka diharapkan peserta mempunyai kemampuan dasar yang lebih baik untuk menangani pelanggan serta mampu memenangkan hati mereka sehingga mereka menjadi pelanggan yang setia.

Materi  

1. Who We Are and What We Do
2. Who Are Customers? (internal/external)
3. What is Customer Service?
4. Who Are Customer Service Providers?
5. Establishing Your Attitude
6. Appearance Counts!
7. The Power of a Smile
8. Staying Energized
9. Staying Positive
10. Identifying and Addressing Their Needs
11. Understanding the Customer’s Problem
12. Staying Outside the Box
13. Meeting Basic Needs
14. Going the Extra Mile
15. Generating Return Business
16. Following Up
17. Addressing Complaints
18. Turning Difficult Customers Around
19. In-Person Customer Service
20. Dealing With At-Your-Desk Requests
21. The Advantages and Disadvantages of In-Person Communication
22. Using Body Language to Your Advantage
23. Giving Customer Service over the Phone
24. The Advantages and Disadvantages of Telephone Communication
25. Telephone Etiquette
26. Providing Electronic Customer Service
27. The Advantages and Disadvantages of Electronic Communication
28. Understanding Netiquette
29. Recovering Difficult Customers
30. De-Escalating Anger
31. Establishing Common Ground
32. Setting Your Limits
33. Managing Your Own Emotions
34. Understanding When to back down
35. Dealing with Vulgarity
36. Coping with Insults
37. Dealing with Legal and Physical Threats
38. Ten Things You Can Do To WOW Every Time
39. Ten Tips

Peserta

eam Leader, Front-liner, Customer Care, Security, dan semua Staf Profesional yang bekerja di dunia pelayanan baik berhadapan secara langsung ataupun melalui media komunikasi dengan customer.