PROGRAM TITLE

Effective Customer Service Skills

DURATION

2 days

DATES

• 16 – 17 March 2023
• 04 – 05 September 2023

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

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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.