PUBLIC CLASS TRAINING SCHEDULE

Transcription

1 Copyright Service Quality (SQ) Centre Indonesia All Rights Reserved PUBLIC CLASS TRAINING SCHEDULE OCTOBER DECEMBER 2017

2 CORPORATE PROFILE SERVICE QUALITY CENTRE (NOW A MEMBER OF MDIS) WAS SET UP IN SINGAPORE IN 1990 AS A JOINT VENTURE BETWEEN SINGAPORE AIRLINES AND SPRING SINGAPORE. IN 1993, SERVICE QUALITY CENTRE INDONESIA RAN ITS FIRST CLASS AT ITS BOOTCAMP IN CICURUG, SUKABUMI, AND SINCE THEN WE HAVE BEEN PARTNERING WITH HUNDREDS OF CLIENTS FROM VARYING INDUSTRIES IN THEIR SERVICE EXCELLENCE JOURNEY. HOW WE ASSIST ORGANIZATIONS IN SERVICE EXCELLENCE SERVICE HAPPPENS BY DESIGN. SERVICE EXCELLENT ORGANIZATIONS ARE THOSE THAT DESIGN AND DELIVER SERVICE STRATEGIES AND PROCESSES THAT CREATE GREAT CUSTOMER EXPERIENCE. WE PARTNER ORGANIZATIONS TO ASSIST THEM IN TRANSFORMING THEIR SERVICE CULTURE THROUGH THEIR CORE SERVICE PILLARS PEOPLE, PRODUCT, PROCESS (EXPERIENCE MAPPING), PLACE. WE OFFER TRAINING EXPERTISE TO HELP THEM DEVELOP AND MANAGE THEIR SERVICE PROCESSES FROM END TO END.

3 CONTENTS PUBLIC CLASS SCHEDULE OCT DEC PROGRAM OBJECTIVES & TOPICS... 6 INVESTMENT VALUE 12 REGISTRATION FORM & COMPANY INFORMATION. 13 TERMS AND CONDITIONS 15 CONTACT US

4 PUBLIC CLASS SCHEDULE OCT DEC 2017 Training Program Oct Nov Des Handling Difficult Situations & Customer Complaints (1-day) Learn how to turn your customer complaints into compliments and win their loyalty through every service experience. The Power of Total Image (1-day) Show your professional image and win your customers through this one day programme where you get tips and ideas on projecting a professional look in business. Delivering Service Excellence (1-day) Know your customers, know your service, know yourself through effective service delivery and show your customers what it takes to deliver your service promise. Sales Through Service Skills (1-day) Good sales means good services. Learn how to improve confidence and motivation in the sales process Time Schedule: Jakarta Note: Program will be held with minimum 10 pax /program /class 4

5 PUBLIC CLASS SCHEDULE OCT DEC 2017 Training Program Oct Nov Des Leading from Good to Great Many Supervisors aspire to go the extra mile to want to lead. Many do not know how. The journey to great leadership starts with saying I want to Lead! Leadership in Action, Action in Leadership (2-days) Leading and managing a multi-generational (Gen X, Y, Z) human talent in a disruptive and competitive is becoming a daunting task for every manager. How do we make things happen? It s back to put leadership in the driver s seat Time Schedule: Jakarta Note: Program will be held with minimum 10 pax /program /class 5

6 Handling Difficult Situations & Customer Complaints How do you deal with a very difficult and angry Customer? What do you do in a very challenging and difficult situation where you know it is a lose-lose outcome? How do you turn a complaint into a compliment? This 1-day training will help you focus on handling difficult situations and Customers complaints with confidence. Program Objective Participants will be able to: Understand the costs and consequence of handling difficult situations and customers Change their mindset and perception about complaints Learn to be better prepared in handling customers at all times Apply TUNTAS in handling challenging situations Topics 6 Costs and consequence of complaints Why customers complain? Is complaint a gift or a complaint? It starts with the right attitude, skills and knowledge Handling complaint skills (using TUNTAS approach) Talk through, walk through (role play)

7 The Power of Total Image Do you want to look good and feel good always? Do you want to project confidence and assurance at work?? This 1-day training is for men or ladies who want to not only feel good and look good, but to always project a professional image. Program Objective Participants will be able to: Understand why etiquette is critical and important when greeting and interacting with Customers Learn to build confidence in projecting self when attending to Customers Learn how to connect with Customers at the first few seconds of contact Get tips and guidelines on professional etiquette Topics The power of first impression The art of communication & attention The confident self Knowing how to look good, feel great & project well The projected professional image Tips and guidelines 7

8 Delivering Service Excellence What is your roles & responsibilities in servicing your customer? What your customer says about your service? Why do we need to improve our service? In this 1-day training, you will have service awareness to play your role in organization to support the company s customer experience. Program Objective Participants will be able to: Understand what is service, customer, and customer experience Knowing the roles, competencies and responsibilities of a frontline service provider Learn and understand what are service touchpoints and what should they do Apply service language to interact with the customer Topics 8 The concept of service excellence & customer experience Knowing who and what is a customer Knowing touchpoints in service chain Knowing how to interact with customer using service language skill

9 Sales Through Service Skills What are your challenges as a sales person? How to create positive response from your customer? How to utilize your service skills to speed up a close-deal process? In this 1-day training, you will be equipped with service skills with the intention to boost up your sales process to support the company s target achievements. Program Objective Participants will be able to: Strengthen the positive mindset about the importance of excellence service in the achievement of sales and in organizational business target Equip and practice demonstrating positive service skills that can have a positive impact on the sales process Identify the things that can be done to increase confidence & motivation in the sales process Understand and practice about story selling skills as part of a positive sales process (Connecting-Questioning-Providing-Encouraging- Confirming) Topics Knowing sales challenges Knowing Connection and the essence of service excellence Knowing sales interaction skills Knowing to create a good relation with customers 9

10 Leading from Good to Great Many Supervisors aspire to go the extra mile to want to lead. Many do not know how. The journey to great leadership starts with saying I want to Lead! This 2-Day training is for SUPERVISORS or first time managers who face new challenges in leading multi-generational (Gen X, Y, Z) teams in a dynamic workplace. Program Objective Participants will be able to: Identify the 6 characteristics of effective leadership Identify the 5 Pillars (PEOPLE, PRODUCT, PROCESS, PLACE, LEADERSHIP) of successful organizations Identify the different types of performers at work using the Four Performers Matrix Know how to lead the team to work with others and not to show silo thinking Know the Leadership Principles Leading from Good to Great Leadership and the 5 Pillars Leading Multi-generation Human Talent Leadership and Customers Leadership Principles: Communication, People and Task Focus, Time Management, Goal Setting What Next? Action Plan Topics 10 10

11 Leadership in Action, Action in Leadership Leading and managing a multi-generational (Gen X, Y, Z) human talent in a disruptive and competitive is becoming a daunting task for every manager. How do we make things happen? It s back to put leadership in the driver s seat. This 2-Day training is for MANAGERS who are looking for tools and techniques to lead and manage people and workplace to produce results from good to great. Program Objective Participants will be able to: Understand the 5 Leadership Mindset Learn to anticipate market changes and disruptive change environment Identify the different types of performers at work using the Four Performers Matrix Know how to lead the team to work with others and not to show silo thinking Know and apply the Leadership Principles Topics The 5 Leadership Mindset Leadership and the Business Leading Multi-generation Human Talent Leadership and Customers Leadership Principles: Communication, Conflict Management, Building Trust, Goal Setting What Next? Action Plan 11 11

12 INVESTMENT Training Program (included hand-outs, softcopy group photo, certificate, snack, and lunch) Handling Difficult Situations & Customer Complaints - 1 day Rp. 2,500,000,- The Power of Total Image -1 day Rp. 2,500,000,- Delivering Service Excellence -1 day Rp. 2,500,000,- Sales Through Service Skills -1 day Rp. 2,500,000,- Leading from Good to Great - 2 days Rp. 4,500,000,- Leadership in Action, Action in Leadership - 2 days (This training will be delivered in English by Senior Management Level) Rp. 6,500,000,- Payment transferred to: PT Service Quality Centre Indonesia BCA Cabang Sudirman Account No

13 REGISTRATION FORM Yes! Please register me/us for the following Public Class Program : (You may make copies of additional Registration Forms if needed) Name of Program : Date of Program : LIST OF PERSONS ATTENDING (*M = Male; F = Female) No Name M/F Position Cell Phone No. Jakarta, 2017 (Sign Here) Name: Please send by marlina@sqcentre.co.id 13

14 COMPANY INFORMATION Please complete the following information! Company : Address : Coordinator/PIC : Position : Telephone # : Ext # : Cell Phone # : Jakarta, 2017 (Sign Here) Name: Please send by marlina@sqcentre.co.id 14

15 TERMS & CONDITIONS 1. PT Service Quality Centre Indonesia is committed to maintaining the confidentiality of the applicant s personal information 2. To register for courses, please complete the Registration Form & Company Information 3. The course you have registered for is subject to confirmation. PT Service Quality Centre Indonesia reserves the right to withdraw or re-schedule the class without prior notice. 4. Written request for replacement of participants is allowed. There will be no charges/penalties for replacements. Such request must reach PT Service Quality Centre Indonesia in writing at least 3 working days before course commencement 5. All course postponement and withdrawal are subjected to the Withdrawal and Refund Policy as stated. 6. Withdraw and Refund Policy Applicants who have been accepted into the course and subsequently decide to withdraw are required to submit a written notice to PT Service Quality Centre Indonesia. Upon receipt of notice of withdrawal, PT Service Quality Centre Indonesia may refund part of the course fee as tabulated below Written Notice Received by SQCI Refundable Fees Within 15 working days or more prior to commencement date 100% working days prior to commencement date 50% Within 3 working days or less prior to commencement date If the participant fails to show up for the course 7. Payment: Please pay to BCA Cabang Sudirman Account No PT Service Quality Centre Indonesia 8. General Terms and Conditions Course dates are subject to change. We are committed to minimize disruption and inconvenience to participants and take all possible measures to do so. However, given that circumstances do change we reserve the right to cancel/postpone/re-schedule classes should it be necessary, making every effort to inform participants of any changes in advance or re-assign classes to specific alternative venues or training rooms as the situation arise No Refund No Refund 15

16 CONTACT US Marlina Sales Support PT SERVICE QUALITY CENTRE INDONESIA Wisma Asia 15th Floor Jl. Letjen S. Parman Kav.79 Jakarta T F