TRAINING CUSTOMER SERVICE EXCELLENCE – THE KEY TO CUSTOMER LOYALTY

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

1. Tatap Muka/offline
2. Online via zoom

Kota Penyelenggaraan jika offline :

1. Bandung
2. Jogjakarta
3. Surabaya
4. Jakarta

fasilitas yang didapatkan

1. Training Kit Eksklusif
   • Tas
   • Name Tag
   • Modul
   • Flash disk
   • Ballpoint
   • Block Note
   • Souvenir
2. Harga yang Reliable
3. Trainer Kompeten di bidangnya
4. Pelayanan Maksimal untuk peserta
5. Penjemputan dari dan ke bandara

Investasi :

Public training : Rp. 4.500.000 (minimum 3 pax)

In House Training : on Call