Selama masih ada keluhan (complaint), berarti masih ada kemungkinan bagi sebuah perusahaan untuk mempertahankan pelanggan. Tentu, yang paling ideal adalah perusahaan yang dapat memberikan pelayanan tanpa complaint dari pelanggannya. Namun, jika keluhan sampai datang, yang penting untuk dilakukan adalah menanganinya dengan baik, agar pelanggan tidak meninggalkan perusahaan. Untuk itu, diperlukan program menyeluruh, mulai dari mencari dan mengenali keluhan, hingga penanganannya yang sempurna.
MATERI
1. Perlunya program penanganan keluhan yang menyeluruh
2. Teknik mencari dan mengenali keluhan pelanggan.
3. Menangani keluhan/keberatan:
* Kontak pertama (menciptakan kesan pertama yang positif)
* Sikap positif terhadap pelanggan.
* Komunikasi yang efektif
* Active listening
4. Menangani keluhan melalui telepon, surat
5. Menghadapi pelanggan yang sulit, marah dan agresif.
6. Recovery (merebut kembali pelanggan yang kecewa)
TARGET PESERTA
Customer service officer dan karyawan lain yang bertugas melayani pelanggan.
METHOD
Presentation
Discussion
Case Study
Evaluation
Instructor by : Dadi Adam
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