BEST HANDLING COMPLAINTS
PELATIHAN BEST HANDLING COMPLAINTS
Sebagai suatu respon negatif, keluhan pelanggan pada dasarnya adalah suatu berkah. Sehingga saat seorang pelanggan mengeluh, sebetulnya perlu diperhatikan bahwa ia punya keinginan untuk tetap mendapatkan
pelayanan dari penyedia jasa walaupun dia mengalami masalah dalam pelayanannya. Seorang petugas customer service yang baik, seyogyanya menggunakan momentum complain pelanggan itu untuk semakin menguatkan loyalitas pelanggan terhadap produk layanan yang disediakan.
Pelatihan ini didisain dengan menggunakan pendekatan Hypnotherapy (mengoptimalkan pikiran bawah sadar) dan NLP (Neuro-Linguistic Programming) untuk dapat mengetahui jalan pikiran Pelanggan, membangun komunikasi menggunakan Pola Bahasa Hypnotic dengan Pelanggan serta terampil dalam membingkai ulang (Reframming) keluhan Pelanggan. Melalui pelatihan ini diharapkan akan meningkatkan efektivitas penerimaan keluhan untuk mereka yang bekerja di bidang pelayanan. Selain membantu peserta dalam meningkatkan teknik dan metode dalam menangani keluhan berbasis Kenyamanan Pikiran dan Perasaan Pelanggan.
TUJUAN TRAINING MENANGI KELUHAN PELANGGAN
- Peserta mempunyai pemahaman yang komprehensif tentang keluhan, mulai dari penyebab, jenis-jenis dan manfaatnya.
- Peserta menguasai cara mendeteksi Jalan Pikiran Pelanggan (Meta Program Pikiran)
- Peserta memahami Hypnotic Language Pattern dalam menangani keluhan Pelanggan
- Peserta mampu membingkai ulang (Reframming) cara pandang Pelanggan terhadap Produk atau Jasa yang dikeluhkan.
- Peserta mampu bersikap tenang, tetap antusias dan positif, sekaligus
- meng-Install Perasaan Positif kepada Pelanggan.
MATERI PELATIHAN MENGHADAPI KELUHAN PELANGGAN
- Pengantar: Pengertian, Penyebab dan Manfaat Keluhan Pelanggan
- Paradigma Keluhan Pelanggan dalam Kaitannya dengan Kepuasan Konsumen
- Jenis-jenis Keluhan Pelanggan
- Metode atau Teknik Menangani Keluhan Pelanggan ala NLP
- (Neuro-Linguistic Programming)
- Keterampilan Hypnotic Communication Technique Dalam Menangani Keluhan Pelanggan
- Menerapkan Konsep–Konsep Service Excellent Dalam Penanganan Keluhan Pelanggan
- Teknik Reframming dalam memodifikasi cara pandang Pelanggan terhadap hal-hal yang dikeluhkan
Metode atau Teknik dalam Mengukur Kepuasan Pelanggan
- Tetap Tenang, Segar dan Bersemangat dalam Tekanan Pelanggan
- Mengubah Kebiasaan dalam Menangani Keluhan Pelanggan selama ini (Willingness to Change!)
PESERTA PELATIHAN MENGUKUR KEPUASAN PELANGGAN
Praktisi HR, para CS dan siapapun juga yang bertanggung jawab dalam memuaskan konsumen dan mengurangi keluhan-keluhan mereka
| Jadwal/Agenda Pelatihan |
|---|
| - 8-10 Januari 2022 - 15-17 Februari 2022 - 22-24 Maret 2022 - 19-21 April 2022 - 10-12 Mei 2022 - 21-23 Juni 2022 - 19-21 Juli 2022 - 9-11 Agustus 2022 - 20-22 September 2022 - 18-20 Oktober 2022 - 8-10 November 2022 - 6-8 Desember 2022 - 27-29 Desember 2022 |
| Fasilitas | Metode Pelatihan |
|---|---|
| - FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal) - FREE TransporsiPeserta ke tempat pelatihan . - Module atau Handout - FREE Flashdisk - Sertifikat - FREE Bag or bagpackers (Tas Training) - Training Kit (Dokumentasi photo, Blocknote, ATK, etc) - 2x Coffe Break & 1 Lunch, Dinner - FREE Souvenir Exclusive - Training room full AC and Multimedia | - Presentasi - Diskusi - Case Study - Simulation - Evaluation (Pre and Post Test) - Kunjungan/Praktek (Menyesuaikan/tentative) |
| Catatan: |
|---|
| Hotel untuk pelatihan ada beberapa pilihan seperti Hotel Ibis, Hotel Aston, Hotel Amaris, Hotel Cavinton, Hotel Hyatt, Hotel Grand Aston, Novotel, Hotel Harris, Hotel 101, Hotel Grand Mercure,Ritz Carlton, Hotel Ibis Style dan masih banyak pilihan menarik lainnya. Apabila perusahaan membutuhkan paket in house training anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan. Dapatkan harga spesial untuk pengiriman minimal 3 peserta dari perusahaan yang sama dan dapatkan private class untuk kebutuhan pelatihan yang exclusive. Informasi lebih lanjut bisa menghubungi kami di 085290951223 atau email infodiklat.indonesia@gmail.com |
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