Effective Customer Service Skills

PROGRAM TITLE
Effective Customer Service Skills

DURATION
2 days

DATES

  • 24 – 25 August 2017

VENUE

Kartika Chandra Hotel Office Tower 4th floor Unit 410 & 411
Jalan Jend. Gatot Subroto Kav 18-20
Jakarta 12930 – Indonesia

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 3.000.000,- 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

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