• Training Managing Service For Managers

    Training Managing Service For Managers

    Training Overview

    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.

    Training Outline:

    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

    COURSE SUMMARY

    DEVELOPING SERVICE EXCELLENCE ACTION PLAN

    FEEDBACK AND FOLLOW-UP

    CLOSING.

    Training Method:
    Pelatihan ini menekankan penggunaan metode yang mencakup:

    • Konsep/Lecture
    • Case Study
    • Discussion
    • Role Play
    • Games
    • Video
    • Simulation

    Training Investment

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