TRAINING MANAGING SERVICES FOR MANAGERS

 

DESKRIPSI

Training managing services for managers sangat penting untuk membekali manajer dengan keterampilan yang penting dalam mengelola dan meningkatkan kualitas layanan yang diberikan kepada pelanggan. Layanan yang efektif dan efisien merupakan kunci keberhasilan dalam membangun hubungan pelanggan yang baik dan memastikan kepuasan pelanggan. Pelatihan kompetensi pelayanan manager ini memberikan wawasan mengenai prinsip manajemen layanan, pengelolaan sumber daya, serta strategi untuk meningkatkan produktivitas dan kualitas layanan dalam berbagai sektor industri. Dengan keterampilan ini, manajer dapat menciptakan pengalaman pelanggan yang lebih baik dan mengoptimalkan kinerja operasional.

Pelatihan ini membahas mengenai manajemen layanan pelanggan dan tidak tuntas jika mempelajarinya dalam hitungan jam. Oleh karena itu, memerlukan waktu tersendiri dan bimbingan yang profesional.

 

MATERI

  • TOPIK 1: THE SERVICE REVOLUTION

    • *  The importance of service
    • * What is service management
    • * Service and profitability
    • *  The service triangle

  • TOPIK 2: RE-EVALUATING YOUR

    • *   The moment of truth in customer service SERVICE CULTURE
    • *   Service quality as a key element to corporate strategy
    • *   Scorecard Customer in corporate strategy
    • * How  to create the service culture
    • * SBU service vision: speed, kowledge, and politeness
    • *  Five key elements in measuring service culture
  • TEAMWORK: RE-EVALUATING YOUR SERVICE CULTURE
    • * Briefing
    • * Team Discussion
    • * Presentation
    • * Class Discussion and Insight
    • * Follow -up action
  • TEAMWORK: DEVELOPING KEY RESULT AREA IN CUSTOMER SERVICE
    • * Briefing
    • * Team Discussion
    • * Presentation
    • *  Class Discussion and Insight
    • * Follow -up action

  • TOPIK 3: MANAGING CUSTOMER SERVICE

    • * The Challenges for Managing a Service
    • * Building a Blueprint for World-Class Service Excellence
    • * The Manager’s Tool Kit: Practical Tips for Managing Customer Service

  • TOPIK 4: THE MANAGER AS A CUSTOMER SERVICE MODEL

    • *   The roles of manager in customer service
    • *  Skills required for manager in managing customer service
    • * Communicating the drive for excellence
    • * Managerial position and authority

  • TOPIK 5: HOW TO MEASURE YOUR SERVICE STANDARDS

    • * How  to Create a Customer Service Pla
    • * What You Should Know Before Getting Started
    • *  Assessing Your Customers’ Satisfaction Level
    • *  Surveying Your Customers
    • * Listen to Your Customer
  • TEAMWORK:  DEVELOPING NEW SERVICE GOALS, ACTION PLAN, AND STANDARDS
    • * Briefing
    • * Team Discussion
    • *  Presentation
    • *  Class Discussion and Insight
    • *  Follow -up action
  • ROLE-PLAY: COACHING SUBORDINATES FOR SERVICE EXCELLENCE
    • * Briefing
    • *  Role-Play
    • * Class Discussion and Insight
    • *  Follow -up action

  • TOPIK 6: MOTIVATING AND COACHING FOR SERVICE EXCELLENCE

    • *  What is Coaching
    • * How to Determine If Coaching is Needed
    • * Model of Coaching
    • * Giving Positive Feedback
    • * Steps for Conducting Formal Observation
    • * Coaching Practices of Outstanding Managers

  • TOPIK 7: DEVELOPING THE CLIMATE OF SERVICE BY APPLYING INFORMAL AND FORMAL REWARDS

    • *   Introduction to Rewarding
    • * formal and Informal Rewards
    • * The Support Role of Management
    • * Generating a Positive Attitude
    • * Creating a Sense of Urgency toward Service

  • TOPIK 8: APPRAISING SERVICE PERFORMANCE

    • *   Introduction to PA
    • *  Why do Performance Appraisal
    • *  Objectives and Benefits of PA
    • * Potential Poblems in PA
    • * Hallo Effects and Horn Effects
    • * PA Model
    • *  PA Practices of Outstanding Managers
  • SIMULATIONS: DEVELOPING TEAMWORK AND SYNERGISM IN ACHIEVING SERVICE EXCELLENCE
    • * Briefing
    • * Team Discussion
    • *   Presentation
    • * Class Discussion and Insight
    • * Follow- up action

  • TOPIK 9: HOW TO DEVELOP SERVICE EXCELLENCE CHECKLIST FOR SURVEY

    • * How  to develop service excellence checklist for customerWatching everyday sign
    • * Watching everyday sign
    • *  How to develop service excellence checklist for employee

  • TEAMWORK: DEVELOPING SERVICE EXCELLENCE CHECKLIST FOR SURVEY

    • *  Briefing
    • *  Team Discussion
    • * Presentation
    • * Class Discussion and Insight
    • * Follow -up action

  • TOPIK 10: CONTINOUS IMPROVEMENT IN MANAGING SERVICE

    • * The Eight Steps of Process Improvement
    • * Improving Productivity Kits

  • TOPIK 11: HOW TO DEVELOP AND MAINTAIN CUSTOMER FOCUS GROUP

    • * Problem Solving: The Team Approach
    • * Problem Solving: Creativity
    • *   Meeting Technique:
    • *   Before the Meeting
    • *  At the Meeting
    • * After the Meeting
    • *   Sample Agenda
  • ROLE-PLAY: CUSTOMER FOCUS GROUP IN ACTION
    • *    Briefing
    • *  Team Discussion
    • * Presentation
    • * Class Discussion and Insight
    • * follow -up action

 

TRAINING MANAGING SERVICES FOR MANAGERS

 

SIAPA YANG DAPAT MENGIKUTI TRAINING INI?

  • Manajer Layanan
  • Supervisor Operasional
  • Manajer Pemasaran
  • Kepala Divisi Layanan
  • Staf Pengelolaan Layanan

 

TRAINER PADA TRAINING INI

Instruktur yang berpengalaman dalam bidang pengelolaan layanan efektif akan mengisi pelatihan manajemen customer service excellence.

 

JADWAL PELATIHAN 2025

  • BATCH 1 : 13-14 Januari 2025
  • BATCH 2 : 10-11 Februari 2025
  • BATCH 3 : 10-11 Maret 2025
  • BATCH 4 : 14-15 April 2025
  • BATCH 5 : 15-16 Mei 2025
  • BATCH 6 : 12-13 Juni 2025
  • BATCH 7 : 10-11 Juli 2025
  • BATCH 8 : 18-19 Agustus 2025
  • BATCH 9 : 17-18 September 2025
  • BATCH 10 : 16-17 Oktober 2025
  • BATCH 11 : 13-14 November 2025
  • BATCH 12 : 15-16 Desember 2025

Calon peserta dapat menyesuaikan jadwal tersebut sesuai dengan kebutuhan

Upgrade diri Anda dengan mengikuti pelatihan bersama kami, berkembang bersama NISBI Indonesia!

 

LOKASI

Pelatihan ini sudah pernah diadakan di Jakarta dan Yogyakarta. Kami juga bisa menyelenggarakan di kota lain, antara lain :

  • Bandung
  • Bali
  • Lombok
  • Makassar

 

INVESTASI

Investasi pelatihan tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.

Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

 

BENEFIT

  • Module / Handout
  • FREE Flashdisk
  • FREE Bag or bagpack (Tas Training)
  • Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
  • 2x Coffee Break & 1 Lunch
  • FREE Souvenir Exclusive

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