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)