PROGRAM TITLE
Effective Customer Service Skills

DURATION
2 days

DATES

• 23 – 24 February 2012
• 26 – 27 November 2012

VENUE
Jakarta: Grand Sahid Jaya Hotel

PROGRAM OBJECTIVES

To provide participants with 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 3.400.000,- per person
• Excluding 10 % VAT
• Including a certificate, refreshments, lunch, stationery and writing instruments

REGISTRATION

If you wish to attend, kindly complete and submit the registration form below

Course Registration Form