Pelatihan SERVICE RECOVERY: CREATE LOYAL CUSTOMERS FOR LIFE

TRAINING MATERIAL OUTLINE, OBJECTIVES AND TRAINING METHODS :
1. WHY IS SERVICE RECOVERY SO IMPORTANT ?
OBJECTIVES IN THIS SESSION:
Because this Topic will tell you about how to Empowerment Employees and at the same time to keep the Customer loyal to our Company even to bring their family, friends and relatives come to our company.

TRAINING OUTLINE IN THIS SESSION :
a. What is Service Recovery ?
 The Step that should follow a mistake
 Aim at the individual
 Solving the Customer problem
 Creating Customer satisfaction
b. Putting a smile on a Customer face
 Wonderful Service
 Quick Service
 Precise Service

METHOD IN THIS SESSION:
 Presentation
 Discussion
 Answer & Question

2. CREATE LOYAL CUSTOMER FOR LIFE
After completing the course, the participants of Service Recovery Course will be expected to be able to:
a. Solving a customer’s problem. They understand the importance of service recovery to their bottom lines.
b. They drive superior customer service strategically. That means everyone, from the CEO on down, walks the talk and reinforces the importance of customer service.
c. They make sure their policies, procedures and systems are customer-friendly.
d. They hire good people and treat them well, investing time and money to train and coach them in the art of customer service.
e. They empower their employees, giving them the authority to bend and break the rules, to use their common sense and to take care of the customer.

METHOD IN THIS SESSION :
 Lecturing and presentation
 Discussion
 Role Playing

WHO SHOULD ATTEND THIS TRAINING? :
1. General service supervisor/ superintendent/ manager
2. Camp service or township supervisor/ superintendent/manager
3. Field operation supervisor/superintendent/manager
4. Logistic supervisor/superintendent/manager
5. Staff who deals or takes care and involve in contract of accommodation and catering services
6. Everybody or professional who wants to broaden knowledge or gain Benefit from this course

VENUE : Kagum Group Hotel Bandung (Golden Flower, Banana Inn, Serela, Gino Feruci), Amaroossa Hotel, Noor Hotel, Grand Setiabudi Hotel, dll

TRAINING DURATION : 3 days

INVESTMENT PRICE/PERSON :
1. Rp. 6.500.000/person (full fare) or
2. Rp. 6.250.000/person (early bird, payment 1 week before training) or
3. Rp. 5.950.000/person (if there are 3 persons or more from the same company)

FACILITIES FOR PARTICIPANTS :
1. Training Module
2. Flashdisk contains training material
3. Certificate
4. Stationeries : NoteBook and Ballpoint
5. T-Shirt
6. Backpack
7. Training Photo
8. Training room with full AC facilities
9. Lunch and twice coffeebreak every day of training
10. Qualified Instructor

Training Serupa

• EXPORT IMPORTBandung
• PROJECT MANAGEMENT (5hr)Bandung
• PROJECT MANAGEMENT (3 Hr)Bandung
• HIGIENE SANITASI MAKANAN(Food Sanitation and Hygiene)Bandung
• PROJECT MANAGEMENT (PM) (5Hr)Bandung
• DRILLING ENGINEERING FOR NON-DRILLING ENGINEERSBandung
• TRAINING DEVELOPMENT MANAGEMENTBandung
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