SERVING EVERYONE WITH EXCELLENCE
(Customer Service Excellence Training Program)

Mengapa customer tidak kembali lagi? Sebuah survey menunjukkan penyebabnya adalah: 1% karena meninggal dunia, 3% Pindah rumah, 5% Dipengaruhi teman, 9% pindah ke kompetitor, 14% Tidak puas dgn Product/Service dan 68% karena sikap & perilaku karyawan perusahaan.  

Pelatihan Customer Service Excellence penting bagi para Frontliner, Customer Service Advisor, Sales Promotion dan Sales Team yg ingin meningkatkan kualitas pelayanan thd Customer dengan inti materi sbb:
-Bagaimana menjadi seorang Customer Service Advisor yang professional
-Menggali dan memahami harapan (needs) customer
-Interpersonal communications skills, active listening & telephony skills
-Body language, kesan pertama, penampilan, sikap positif dan etika 
-EQ: Kecerdasan emosional utk melayani customer dgn sepenuh hati
-Handling complaint: menghadapi customer yang sulit, marah, dan agresif
-Menguasai 10 teknik “close the sales” utk meningkatkan penjualan
-Membangun hubungan jangka panjang dengan customer

SYLLABUS:
1.Personal Development
a.Self Motivation & Yes I Can Attitude.
b.Positive Attitude & Mindset Management
c.Communication Skill & Active Listening
d.Emotional Intelligence & Creative Thinking

2.Understanding Customer
a.Typology Customer
b.Understanding Cusomer Needs
c.Customer Buying Process

3.Analyse Needs
a.Receiving Customer: First Impression, Greeting, Approach The Customer
b.Receiving Customer on the Telephone: Persiapan, Memulai pembicaraan, Menutup pembicaraan
c.Customer Interaction: Bersiaga dan penuh perhatian di ruangan store , Menyambut kehadiran customer ,Melakukan pendekatan pada waktu yang tepat , Membantu jika diperlukan 
d.Communicate with Customer: Communication Process, Verbal / Non-verbal, Active Listening, Understanding Customer 

4.Offer Solutions
a.Product Knowledge
b.Features, Advantages and Benefits
c.Demonstration & Trial 

5.Discuss Benefits
a.Offering Alternatives
b.Add On , Up-Selling , Cross Selling 

6.Six Steps in Handling Sales Objections 
a.Listen Carefully 
b.Agree with them
c.Separate the Objection 
d.Propose a Solution
e.Answer the Objection 
f.Confirm your answe

7.Close The Sales Techniques
1-2-3 close, Postpone close, Affordable close, Alternative close, Assumptive close, Balance-Sheet close , Best-Time close, Bonus close, Conditional close, Demonstration close, Emotion close, IQ close.

8.Delighting Customer
a.Taking Feedback
b.Follow-Up
c.Issue Resolution
d.Complaint Handling