Building Outstanding Customer Service through ISO Standards Service Management System

Deskripsi

  • Every Business is a Service Business. Does Your Service Put a Smile on the Customer’s Face? Service with Smile thanks to ISO Standards.
  • Profit not just through Customer Satisfaction but also comes from Delighting Customer and Surprising Customer.
  • Customer Delight and Customer Surprise through Outstanding Customer Service.
  • Outstanding Customer Service through Implementation of the Customer Service Management Systems based-on ISO Standards.
  • Parts of Outstanding CS Management System are:
  1. Service Management System
  2. Design & Transition of New or Changed Services
  3. Service Delivery Processes
  4. Relationship Process
  5. Resolution (Problem Solving/Improvement) Process
  6. Control Processes

 

 

Tujuan

  • Peserta memahami Jenis, Tipe dan Karakteristik dari Pelanggan/Customer
  • Peserta memahami cara membina berhubungan dengan berbagai Jenis, Tipe dan Karakteristik Customer
  • Peserta memahami Karakteristik dari Service/Layanan
  • Peserta memahami masalah-masalah dalam Customer Service dan Customer Satisfaction
  • Peserta memahami mengembangkan Outstanding Customer Service Management System based-on ISO

 

Materi

  1. What, Who and Why Customers – ISO 9000 Series
  2. How to Treat Customers
  3. Customer Satisfaction Conceptual Model
  4. Five Determinants of Service Quality
  5. Five Gaps of Service Quality
  6. Customer Satisfaction Code of Conduct – ISO 10001
  7. Measuring Customer Satisfaction – ISO 10004
  8. Customer Complaint Handling – ISO 10002
  9. Customer Dispute Resolution – ISO 10003
  10. Customer Service and Business Relationship Program – BS/ISO 11000
  11. Understanding Clause 4 to 9 of the Service Mangement System – ISO/IEC 20000-1
  12. Steps to develop the Customer Service Management System based-on ISO Standards

 

Metode

– Presentasi

– Diskusi & Tanya-Jawab

– Bedah Kasus

 

Peserta

  • Setiap Orang yang bertanggung-jawab pada Customer Service & Customer Satisfaction
  • Marketing Executive
  • Human Resources Executive
  • Financial Accounting Management Executive

Setiap Orang yang berminat pada Customer Service & Customer Satisfaction

 

Investasi dan Fasilitas

  • 6.900.000 (Non Residential, Belum Termasuk Pajak PPn 10%)
  • VIP training Rp 8.9000 (4 Hari , Non Residential dengan tambahan Fasilitas Paket studi lapangan/ City tour dan Belum Termasuk Pajak PPn 10%)
  • Quota minimum 2 peserta
  • Fasilitas : Certificate,Training kits, USB,Lunch,Coffe Break, Souvenir
  • Untuk peserta luar kota disediakan transportasi antar-jemput dari Bandara/Stasiun ke Hotel khusus bagi perusahaan yang mengirimkan minimal 3 orang peserta)

 

Lead Instruktur

Mochammad Aulia Rinadi And Team

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