PROGRAM TITLE
Effective Customer Service Skills
DURATION
2 days
DATES
Upon specific request for a minimum of 5 participants or more
VENUE
Swiss-Belinn Simatupang, Jakarta
PROGRAM OBJECTIVES
To provide participants with a practical integrated set of skills for effectively interacting with external & internal customers. At the end of the workshop, everyone who participates will be better able to:
- Understand the concept of effective personal service
- Provide superior personal service and achieve superior customer satisfaction level
PROGRAM CONTENT
- Concept of effective customer service
- How to develop a positive service attitude
- Identifying and understanding customers’ needs, wants and expectations
- Communication skills; listening, speaking, questioning, choice of words & tone, body language
- How to do pacing and mirroring to establish rapport
- How to be assertive
- Problem – and solution centered approach
- Customers attitudes and how to handle them
- How to handle different customer service situations
LEARNING METHODOLOGY
A proper mix of lectures, Q&A, sharing, discussions, exercises, and activities
RECOMMENDED PARTICIPANTS
- Customer Service Professional
- Sales & Marketing related officers/ managers & supervisors
- Bank Officer/Credit Analysis who handle customers
- Those groomed for above positions
COURSE FEE
- Rp 5.000.000,- per person
- Excluding VAT
- Including a certificate, refreshments, lunch, stationery and writing instruments
REGISTRATION
If you wish to attend, kindly complete and submit the registration form below
OUR MANAGEMENT CONSULTING SERVICES
OUR IN-HOUSE TRAINING SERVICES
Reasons Why Customer Service Is So Important
Customer service is important because it inspires customer loyalty and makes employees’ jobs easier.
This, in turn, helps businesses grow.
By providing great customer service, organizations can recover customer acquisition costs, retain talent, and foster brand loyalty.
According to a recent survey, over 50% of consumers haven’t noticed any improvement in customer service.
And 23% have said that customer service has gotten worse.
According to the survey the main reason for the above results is not the material service, not the procedural service but provision of the personal service.