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) PELATIHAN LAINNYA