TRAINING SERVICE FOR MANAGERS
TRAINING THE IMPORTANT OF SERVICE di Jakarta
DESKRIPSI pelatihan service for managers pasti jalan
Managing Services for Managers adalah pelatihan yang dirancang secara khusus untuk para manajer yang dalam kesehariannya harus mengelola pelayanan prima sebagaimana diamanatkan oleh organisasi yang memfokuskan pada pelayanan prima. Untuk itu, maka pada pelatihan ini, para peserta dibekali dengan konsep dan teknik yang berkaitan dengan pengelolaan pelayanan prima. Tujuan pelatihan ini antara lain adalah agar para manajeri operasional dapat mengetahui mengenai revolusi dan kebutuhan akan pelayanan prima; mengevaluasi kembali pelayanan yang diberikan selama ini oleh organisasinya; mengembangkan key performance indicator yang berkaitan dengan pelayanan; mengelola unit kerja yang memfokuskan pada peningkatan pelayanan prima; serta menjadi model dalam melaksanakan pelayanan prima. Selain itu, para manajer juga dibekali dengan berbagai teknik dan pengetahuan yang berkaitan dengan bagaimana mengukur pelayanan; melakukan bimbingan kerja terhadap anakbuah dalam melaksanakan pelayanan prima; mengembangkan
lingkungan kerja untuk berkembangnya sikap dan perilaku pelayanan; menilai prestasi kerja pelayanan; mengembangkan kerjasama dalam pelayanan; melakukan survey dan studi banding; serta menyusun perbaikan yang terus-menerus dalam meningkatkan kualitas pelayanan. Pelatihan ini dilengkapi dengan studi kasus, simulasi, dan role-play agar dapat dengan mudah diterapkan dalam organisasi.
TOPIK BAHASAN pelatihan the important of service terbaru
TOPIK 1: THE SERVICE REVOLUTION
• The importance of service
• What is service management
• Service and profitability
• The service triangle
TOPIK 2: RE-EVALUATING YOUR SERVICE CULTURE
• The moment of truth in customer service
• 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
Jadwal Lainnya :
Sistem Pengembangan Job Grading
TOPIK 9: HOW TO DEVELOP SERVICE EXCELLENCE CHECKLIST FOR SURVEY
• How to develop service excellence checklist for customer
• 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
COURSE SUMMARY
DEVELOPING SERVICE EXCELLENCE ACTION PLAN
FEEDBACK AND FOLLOW-UP
CLOSING.
Jadwal Training Online di Tahun 2023
Pelatihan Online Bulan Januari : 10-11 Januari 2023
Pelatihan Online Bulan Februari : 7-8 Februari 2023
Pelatihan Online Bulan Maret : 7-8 Maret 2023
Pelatihan Online Bulan April : 18-19 April 2023
Pelatihan Online Bulan Mei : 16-17 Mei 2023
Pelatihan Online Bulan Juni : 6-7 Juni 2023
Pelatihan Online Bulan Juli : 11-12 Juli 2023
Pelatihan Online Bulan Agustus : 22-23 Agustus 2023
Pelatihan Online Bulan September : 12-13 September 2023
Pelatihan Online Bulan Oktober : 10-11 Oktober 2023
Pelatihan Online Bulan November : 7-8 November 2023
Pelatihan Online Bulan Desember : 5-6 Desember 2023
Jadwal tersebut juga dapat disesuaikan dengan kebutuhan calon peserta
Pemateri/ Trainer training service management Bali
Pelatihan ini akan diberikan oleh Trainer dari kalangan Praktisi, Akademisi dan Konsultan berpengalaman di bidangnya masing-masing
