CUSTOMER SERVICE MANAGEMENT WORKSHOP
CUSTOMER SERVICE MANAGEMENT WORKSHOP
| Course | Customer Service Management |
| Instructor | Fauzi Hasan, DR, Ir. MM, MBA, PMP, CISA, CISSP, SSCP, CISM, CGEIT, CPRC, CSCP, APICS, Cert. Change Management (APMG), Prince2 |
| 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 |
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| 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 |
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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) 55686090 atau 55686097
Hand Phone: 0822 9980 1099 atau 0812 1990 1006 atau 0812 8190 8009
Fax. (021)29001152
Email: info@hanosen.com
