TRAINING KEUNGGULAN LAYANAN PELANGGAN – KUNCI KESETIAAN PELANGGAN
TRAINING CUSTOMER SATISFACTION AS A DISCIPLINE
Workshop Leader
Desmon Ginting
Desmon Ginting telah berada di Dunia Kerja selama lebih dari 21 tahun.
Di era tahun 90-an hingga akhir tahun 2000 berkecimpung di dunia
Perbankan dan Pasar Modal. Sejak awal tahun 2001, terjun di
arena Perubahan Perilaku danPeningkatan Produktivitas dengan fungsi
utama sebagai Business Developer, Account Executive dan Liaison
Officer. Peranan ini membawanya berinteraksi dan berkomunikasi dengan
beragam kalangan dari berbagai organisasi dan industri, mulai dari
manajemen puncak hingga manajemen lini pertama.
Beliau menyelesaikan pendidikan S1 (Ir.) Industrial Engineering di
Institut Teknologi Bandung (ITB) pada tahun 1989. Kemudian, atas dasar
beasiswa penuh yang diterima, Postgraduate Diploma in Banking pada
tahun 1994 dan S2 (M.Tech.) Manufacturing and Industrial Technology di
Massey University, New Zealand, pada tahun 1996. Sejak tahun 2011,
beliau aktif sebagai Trainer & Coach.
Customer Satisfaction
There are literally hundreds of reasons why every organization should
place a premium on satisfying customers, but here are three that are
most important for Providers of Services:
1. It is an obligation of human services organization to satisfy
persons served as part of its mission.
2. Customer satisfaction makes sense economically because positive
word of mouth and reputation lead to higher occupancy.
3. Increased customer satisfaction can influence employee morale and
retention.
Customer Service Excellence
1. Organization providing services need to be efficient, effective,
excellent, and equitable, with the customer at the heart of
everything they do. A customer focus principle plays just as
important a role for small frontline units as it would for large
corporate organizations.
2. Customer Service Excellence is developed to offer a practical tool
for driving customer focused changer. The foundation of this is
the Customer Service Excellence Standard, which is a mix of
research, management and operational models and, most importantly,
practical experience of providing services.
Syllabus
Customer Service Self-Assessment
* This self-assessment will help you measure your current customer
service skills and the customer environment.
* This consist of multiple choice questions required to be answered
by all the training participants.
Customer Satisfaction as a Discipline
* Why is Discipline Important?
* Putting Customer Satisfaction into ActionThe Quality First
Connection
+ Attitude
+ Feedback
+ Quality Improvement
* How Many Customers do You Have?
The Basics of Customer Satisfaction
* Customer Satisfaction Begins with an Attitude
* Creating the Comprehensive Program
* Training Everyone in the Organization
* Top Manager Need Customer Training, Too.
* Using Technology and Systems
* Securing Valuable and Constant Feedback
Customer Service Excellence Standard
* Customer Insight
+ Customer Identification
+ Engagement and Consultation
+ Customer Satisfaction
* The Culture of the Organization
+ Leadership, Policy and Culture
+ Staff Professionalism and attitude
* Information and Access
+ Range of Information
+ Quality of Information
+ Access
+ Co-operative working with other providers, partner and
communities
Delivery
* Delivery Standards
* Achieved Delivery and Outcomes
* Deal effectively with problems
Timeliness and Quality of Service
* Standards for Timeliness and Quality
* Timely Outcomes
* Achieved Timely Delivery
Segmenting the Customer Base
* Defining Customer Groups
* Developing Profiles
* Starting with a Vision
* Customer Satisfaction Plans
* Measuring and Tools for Tracking “Micro” Satisfaction Levels
* Quality Improvement from the Customers Point of View
Continuously Improving Customer Service
* Conducting a Customer Service Audit
* Reviewing Your Customer Service System
* Putting Your Learning to Work
* Action Planning Form
* Self-Check Review
Communicating Effectively with Customers
* Developing Active Listening Skills
* Speaking in the Positive: Words & Tones of Voice
* Body Language: Yours and Theirs
* Understanding Your Customers Communication Style
* Handling Complaints and Conflicts
Revolutionizing How Our Field Defines Quality
* Quality Frameworks That Drive Organizations Toward Excellence
* Process Improvement
* Relationship between Quality, Customer Satisfaction, and Customer
Service Excellence
* Where do we go from here?
Notes:
Each participant will receive 2 books of “Supervisor Hebat: Panduan
Supervisor Indonesia”, and of “Komunikasi Cerdas: Panduan Komunikasi
di Dunia Kerja”. These 2 books are used as a supplementary important
knowledge to strengthen discussions in the class.
JADWAL TRAINING TAHUN 2026
03 – 04 Januari 2026 | 16 – 17 Januari 2026
06 – 07 Februari 2026 | 20 – 21 Februari 2026
05 – 06 Maret 2026 | 19 – 20 Maret 2026
03 – 04 April 2026 | 23 – 24 April 2026
07 – 08 Mei 2026 | 21 – 22 Mei 2026
05 – 06 Juni 2026 | 25 – 26 Juni 2026
09 – 10 Juli 2026 | 23 – 24 Juli 2026
06 – 07 Agustus 2026 | 20 – 21 Agustus 2026
04 – 05 September 2026 | 18 – 19 September 2026
08 – 09 Oktober 2026 | 22 – 23 Oktober 2026
06 – 07 November 2026 | 26 – 27 November 2026
04 – 05 Desember 2026 | 18 – 19 Desember 2026
Metode Training
- Tatap Muka/offline
- Online via zoom
Kota Penyelenggaraan jika offline :
- Bandung
- Jogjakarta
- Surabaya
- Jakarta
fasilitas yang didapatkan
- Training Kit Eksklusif
- Tas
- Name Tag
- Modul
- Flash disk
- Ballpoint
- Block Note
- Souvenir
- Harga yang Reliable
- Trainer Kompeten di bidangnya
- Pelayanan Maksimal untuk peserta
- Penjemputan dari dan ke bandara
Investasi :
Public training : Rp. 4.500.000 (minimum 3 pax)
In House Training : on Call
