TRAINING ONLINE MANAGING SERVICES FOR MANAGERS
DESKRIPSI TRAINING WEBINAR MENGELOLA LAYANAN UNTUK MANAJER
Managed service adalah layanan atau outsource yang disediakan oleh perusahaan lain yang mendukung pekerjaan dalam hal pengelolaan, pengawasan, hingga perawatan kinerja perusahaan yang menggunakan jasa manage service.
Team work atau kerja sama adalah sebuah konsep tentang sekelompok melakukan tugas dalam mencapai tujuan secara bersama-sama. Di berbagai literatur telah dinyatakan bahwa team work mampu menyediakan tenaga kolektif dan merupakan hal yang krusial dalam berorganisasi.
Menimbang cukup kompleknya materi pelatihan MANAGING SERVICES FOR MANAGERS ini bagi peserta, dibutuhkan training provider yang berpengalaman di bidangnya agar tidak membuat peserta tidak menjadi cepat bosan dan jenuh dalam mendalami bidang teknik ini.
TUJUAN TRAINING SERVICE QUALITY AS A KEY ELEMENT UNTUK PRAKERJA
Dengan mengikuti pelatihan MANAGING SERVICES FOR MANAGERS Peserta dapat berbagi pengetahuan / sharing knowledge mengenai MANAGING SERVICES FOR MANAGERS dengan peserta dari perusahaan lain yang bergerak di bidang MANAGING SERVICES FOR MANAGERS
MATERI pelatihan MENGELOLA LAYANAN UNTUK MANAJER online Zoom :
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
Studi Kasus / Praktek pemecahan masalah MANAGING SERVICES FOR MANAGERS
METODE pelatihan Service quality as a key element online Zoom :
Metode Training MANAGING SERVICES FOR MANAGERS dapat menggunakan fasilitas training zoom atau training online, dan bisa juga training offline atau training tatap muka.
INSTRUKTUR pelatihan RE-EVALUATING YOUR SERVICE CULTURE online Zoom:
Instruktur yang mengajar pelatihan MANAGING SERVICES FOR MANAGERS ini adalah instruktur yang berkompeten di bidang MANAGING SERVICES FOR MANAGERS baik dari kalangan akademisi maupun praktisi.
PESERTA :
Peserta yang dapat mengikuti training MANAGING SERVICES FOR MANAGERS ini adalah staff sdm atau karyawan yang ingin mendalami bidang MANAGING SERVICES FOR MANAGERS
Karena kompleksnya pelatihan ini, maka dibutuhkan pendalaman yang lebih komprehensif melalui sebuah training. Dan menjadi sebuah kebutuhan akan training provider yang berpengalaman di bidangnya
Jadwal Pelatihan tahun 2023
Batch 1 : 17 – 18 Januari 2023 | 26 – 27 Januari 2023
Batch 2 : 9 – 10 Februari 2023 | 21 – 22 Februari 2023
Batch 3 : 8 – 9 Maret 2023 | 16 – 17 Maret 2023
Batch 4 : 12 – 13 April 2023 | 20 – 21 April 2023
Batch 5 : 10 – 11 Mei 2023 | 25 – 26 Mei 2023
Batch 6 : 7 – 8 Juni 2023 | 22 – 23 Juni 2023
Batch 7 : 11 – 12 Juli 2023 | 27 – 28 Juli 2023
Batch 8 : 10 – 11 Agustus 2023 | 23 – 24 Agustus 2023
Batch 9 : 6 – 7 September 2023 | 21 – 22 September 2023
Batch 10 : 11 – 12 Oktober 2023 | 26 – 27 Oktober 2023
Batch 11 : 9 – 10 November 2023 | 21 – 22 November 2023
Batch 12 : 6 – 7 Desember 2023 | 21 – 22 Desember 2023
Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta
Lokasi Pelatihan
Yogyakarta, Hotel Dafam Seturan.
Jakarta, Hotel Amaris Kemang.
Bandung, Hotel Amaris Setiabudhi.
Bali, Hotel Quest Kuta.
Lombok, Hotel Jayakarta.
Catatan
Waktu pelatihan Dua+1* hari dengan Biaya tersedia untuk Perorangan, Group, dan Inhouse Training, belum termasuk akomodasi/penginapan.
Untuk biaya dan jadwal training harap menghubungi marketing kembali
Investasi training
Investasi pelatihan selama dua hari 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.
Fasilitas training:
Free Penjemputan dari bandara ke hotel*.
Modul / Handout.
Flashdisk*.
Certificate of attendance.
FREE Bag or bagpacker.
