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Quality, Productifity, & Efficiency Yogyakarta

Service Quality Awareness (MINDSET)

BENEFITS

• 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

PARTICIPANTS

Program ini didesain khusus untuk Front Liner baik yang berhubungan secara langsung dengan pelanggan (face to face) ataupun tidak langsung (lewat telepon, surat menyurat dsb).

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	: Service Quality Awareness (MINDSET)
Link
*Jumlah Peserta	Estimasi Jumlah Peserta yang di ajukan
*Nama Peserta Yang Didaftarkan
	Personal Data
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*Jabatan	Jabatan/Divisi/Departement
*Nama Perusahaan
*Alamat Perusahaan
*Email Perusahaan
*Email Alternatif	eg: gmail, yahoo, hotmail
*Telepon Kantor
Ekstensi
*Handphone
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