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Online Training Quality, Productifity, & Efficiency

Online Training – Quality Awareness

TUJUAN

• Meningkatkan pemahaman peserta akan pentingnya ‘pelayanan prima (excellent service)’ sekaligus meningkatkan kualitas pelayanan mereka kepada pelanggan
  
• Meningkatkan motivasi peserta dalam bekerja dan berprestasi
  
• Meningkatkan dedikasi peserta terhadap perusahaannya
  
• Menanamkan rasa kebersamaan dalam melayani pelanggan

MATERI

1. Introduction to Service Quality

• Service Basics
  
• Why Service
  
• The SQ Stage
  
• Three Pillars of Service Excellence

2. Service Scale

• 6 Principles of Service Excellence
  
• Managing Expectation – Perception Gap

3. Service Chain

• Recognizing the Importance of Having a Strong Service Chain
  
• Job Focus vs Customer Focus

4. Service Breakdown and Recovery

• The SERVE Principle
  
• Service Guarantee

5. The Customers Point of View

• Customer’s Expectations and Perceptions
  
• Expectation – Perception Gap

6. Managing Change

• Driving Factors and Consequences
  
• Role of Leaders

7. Win-Win Solution

• Win-Win Mindset
  
• Approaches in Making Communication Balanced

8. SQ Attitude and Effective Communication

• Can do Attitude
  
• Interdependency

TRAINING METHOD

Presentation

Discussion

Case Study

Evaluation

FACILITY

Training Kit

Handout

Certificate

Lunch + 2x Coffee Break

Souvenir

Pick Up Participant (Yogyakarta)

Form Pre-Registrasi

	Data Materi Training
Topik Training	: Online Training – Quality Awareness
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