Designing and Implementing Customer Service Programs

 Date :
Friday, 27-05-2011
09:00 AM - 05:00 PM

Venue :
Harris Hotel
Jl. Dr. Sahardjo No. 91
Jakarta.

Fee :
Rp. 1.500.000

Seminar/Conference Description :
Objectives
In today’s customer-oriented business environment, 'people skills' are critical for personal and organizational success. How you handle customers can directly affect your individual goals as well as your team and company’s performance.

This workshop gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage.

Other Benefits
- Deliver better, faster service
- Increase customer satisfaction
- Gain repeat business
- Increase your credibility with customers –and your value to your organization
- Knowing what customers expect
- Creating a positive image with customer

Who Should Attend :
Everyone who provides a service or product to external or internal customers, including customer service representatives, technical and support personnel, field services representatives, account managers, credit and billing specialist, small business owners –as well as managers who want to reinforce their skills and train their staffs.

Speaker :
1. Sahala P. Sinurat, MSc
is the founder -with two others- of PT Samchads Consulting Indonesia. He accomplished, after getting a scholarship from Overseas Fellowship Program (World Bank), his master degree in Operations Research from University of Delaware, Newark (US) in 1990.
With a proven record of teaching, training and consulting experiences and exposure to different cultures behind him, as he held several positions at various organizations that include:
- Consultant and Professional Staff to Lembaga PPM
- Training and Development Manager for Rothmans of Pall Mall Indonesia
- Training and Development Manager for the British American Tobacco (BAT)
Mr Sinurat has more than 8500 hours of teaching in addition to his consulting experience and years of practicing manager. His client list include PT Phillip Morris Indonesia, PT Jasa Marga, PT Pelindo II, PT DaimlerChrysler, PT Capsugel Indonesia, PT Pembangunan Jaya Ancol, PT BAT, PT Rothmans of Pall Mall Indonesia, PT Coca Cola Bottling Company, PT Amarta Karya, PT Surveyor Indonesia, PY Telkom, PT Unilever, BCA etc.
2. Dra. Erni Pratiwi, MA
is a senior professional staff of PT Samchads Consulting Indonesia. Born in Yogjakarta and obtained her master degree in Human Resources from the George Washington University in Washington DC, USA. She has a very good and unique blend of experiences as a training facilitator, consultant and practicing manager. She has led hundreds of training topics especially in HR field when she was working for LPPM. She also had led many consulting projects when she worked for the same institution. Her client lists come from many industries such as Oil Company, Hospital, BUMN, Pharmaceuticals, Construction, and Manufacturing Industries. She also has experience as a praticing manager as she held the position of
- Human Resources and Training Manager for Rajawali Citra Televisi Indonesia (RCTI)
- Manpower Planning and Development Manager for Bimantara Holding

Outline :
Agenda
1. Introduction / Background
    - Workshop objectives
    - Expectation of participants
2. Importance of Customer Services
    - The Service Advantage
    - The Customer's View
    - Customer Loyalty
3. Customer Needs and Wants
    - Identify Customer
    - Discover Customer' Needs
    - Respond Effectively
4. Interact With Customer
    - Communicate Face-to-Face
    - Service By Telephone
    - Written Interaction
5. Support Customer Service
    - Develop a Partnership
    - Solve the Customer's Problem
    - Exceed Expectation
6. Handle Difficult Situation
    - Soothe Upset Customer
    - Overcome Sales Resistance
    - Manage Stress
7. Build Customer Relationships
    - Provide Exceptional Service
    - Company Loyalty Efforts
    - Value Teamwork
8. Closing (Summary and Conclusion)