Pelatihan ini ditujukan untuk memberikan pengetahuan dan keterampilan mengenai bagaimana memperlakukan pelanggan sehingga merasa puas. Keterampilan hubungan personal dan memahami aspirasi konsumen termasuk di dalamnya bagaimana memperlakukan konsumen yang kecewa terhadap produk dan pelayanan yang diberikan.
Communication skill juga menjadi salah satu kunci keberhasilan pelayanan publik, agar dapat memberikan pelayanan yang baik dan efektif, diperlukan suatu teknik dan etika berkomunikasi dengan orang lain, baik melalui lisan dan tertulis di dalam internal organisasi dan pihak eksternal. Maka dari itu dalam training ini akan menjelaskan tentang bagaimana cara berkomunikasi dengan orang lain secara lisan dan tertulis sesuai dengan etika dan batasan dalam komunikasi agar kesalahpahaman dapat terhindarkan.
Table of Contents
ToggleBENEFIT
1. Meningkatkan teknik untuk membangun keterampilan komunikasi yang efektif
2. Memahami etika dalam berkomunikasi, baik etika komunikasi langsung maupun melalui internet, baik komunikasi verbal maupun non verbal
3. Memahami bagaimana mengelola emosi secara positif untuk membangun komunikasi efektif antar anggota organisasi
OUTLINE MATERI
1. Mengambil Hati Pelanggan
* Membina Hubungan dengan Pelanggan
* Ancaman bagi Kepuasan Pelanggan
* Rahasia Memenangkan Kerjasama
2. Langkah-langkah Agar Pelayanan Bermutu
3. Konsep dan Teknik Komunikasi Pelayanan Prima
* Konsep dan Manfaat Pelayanan Prima
* Karakter Pelayanan Publik
* Teknik Menjaga Emosi dan Menghadapi Pelanggan Complaint
* Komunikasi Birokrasi
4. Etika dan Sikap dalam Communication Skill
* Etiket dalam Pelayanan Publik
* Sikap dalam Pelayanan Publik
* Etika Komunikasi Berhubungan dengan Teknologi Informasi
5. Mengukur Kepuasan Pelanggan dan Meningkatkan Kepuasan Pelanggan
METHOD
Presentation
Discussion
Case Study
Evaluation
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