TRAINING MANAGING SERVICE FOR MANAGERS
Training Briefing
Training Customer Service
Managing Service For Managers
Briefing
CUSTOMER SERVICE
SERVICE EXCELLENCE
SERVICE CULTURE
SERVICE PERFORMANCE
MANAGING SERVICE
Pendahuluan
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:
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
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
JADWAL PELATIHAN MATARAMTRAINING.COM TAHUN 2024 :
Batch 1 : 23 – 24 Januari 2024
Batch 2 : 7 – 8 Februari 2024
Batch 3 : 6 – 7 Maret 2024
Batch 4 : 23 – 24 April 2024
Batch 5 : 7 – 8 Mei 2024 || 21 – 22 Mei 2024
Batch 6 : 11 – 12 Juni 2024
Batch 7 : 17 – 18 Juli 2024
Batch 8 : 21 – 22 Agustus 2024
Batch 9 : 18 – 19 September 2024
Batch 10 : 8 – 9 Oktober 2024 || 22 – 23 Oktober 2024
Batch 11 : 5 – 6 November 2024 || 19 – 20 November 2024
Batch 12 : 10 – 11 Desember 2024
