WORLD TRADE CENTER UNIVERSITY, WORLD TRADE CENTER JAKARTA Menyelenggarakan
Workshop 2 hari :
Tanggal : 26 27 Juni, Pukul : 08.30 16.30 WIB, Biaya Rp. 1.800.000,- :
DEVELOPING & MANAGING SERVICE EXCELLENCE
Tujuan program adalah:
1. Membangun kesadaran urgensi penerapan service dalam menghadapi tantangan
era globalisasi.
2. Mengenali pendekatan model service dalam mengimplementasikan service
excellence.
3. Menghitung tingkat kepuasan nasabah (Customer Satisfaction Survey).
SPESIFIKASI PESERTA: Supervisor dan Manager
PROGRAM:
HARI KE I:
1. Service Model : - Free Trade Challenge
- What are services?
- 3 Pillar of Services
- Service Model
2. Managing Management Commitment:
* The roadmap
* Servant Leadership
* Service Strategy
* Action Plan
3. Developing Service Standard:
a. Who is our Customer?
b. The service stage
c. Moment of Truth
d. Key Performance Indicator
HARI KE II:
a). Training & Communication: * Training Objectives
* Training principles
* Training Model
* Goal Setting
* Training Methods
* Training Programs
* Communication
b). Measurement & Feedback:
- Objectives
- Methods
- Service Gaps Model
- Dimensions of Service
- Measuring Customer Satisfaction with SERVQUAL Technique:
* Gap analysis
* Customer Satisfaction Index
* Customer Satisfaction Map
* Servqual Questionnaire
c). Reward & Recognition: - Motivation
- Service Profit Chain
- ERG Theory
- R & R Principles
Instruktur : Sunarto Zulkifli Head Office division of product Development &
Service Quality Management BANK SYARIAH MANDIRI
Peserta yang mengikuti workshop secara lengkap akan mendapatkan sertifikat
dari World Trade Center University Jakarta dengan akreditasi dari World Trade
Center University, New York.
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Tempat : AUDITORIUM, Wisma Metropolitan I L. 18,
Jl. Jend. Sudirman Kav. 29, Jakarta 12920
Sertifikat dari World Trade Center University dengan akreditasi dari World
Trade Center University, New York
Informasi & pendaftaran : Edy Purwanto HP.: 0813 16039141
Tel : 021 521-1125 Fax : (021) 252-2135 5711302 Email :
[EMAIL PROTECTED]
FORMULIR PENDAFTARAN : Workshop Developing & Managing Service Excellence
Nama :
Nama Perusahaan :
Jabatan :
Alamat :
Phone / Fax :
Pembayaran Cash / transfer Ditujukan ke :
Bank : HSBC
a/n WORLD TRADE CENTER JAKARTA
No. rekening : 001.340314.001 (Rp)
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