Salah satu tolak ukur yang digunakan dalam pengukuran standar pelayanan adalah melalui Marketing Research Indicator (MRI) survey. Berdasarkan hal tersebut, bank dengan standar layanan prima akan memperoleh nilai yang baik berdasarkan survey MRI. Dalam penilaian service, bukan hanya customer service dan teller saja yang dinilai tapi juga aspek security, aspek tangible (tampilan bank) dan juga service layanan telepon pada bank tersebut (bukan call center tapi cabang atau KCP terkait). Hal tersebut kemudian akan berdampak pada peningkatan image bank serta indeks kepuasan pelayanan terhadap nasabah.
Biasanya pada CS, teller dan security yang dinilai adalah sikap melayani, penampilan dan skill ditambah cross selling (penjualan silang atau menawarkan produk lain) pada CS. Aspek tangible yang dinilai adalah peralatan bank, kenyamanan ruangan, ATM, musholla dan toilet. Untuk skill customer service dibagi tiga kondisi yang dinilai yakni pembukaan rekening, komplain dan tutup rekening. Sedangkan pada teller, rincian yang dinilai adalah waktu antri, ijin ketika menghitung uang, ketelitian pada slip setoran, cara menghitung uang, konfirmasi jumlah uang yang diterima dan waktu transaksi
Pelatihan customer service merupakan program pelatihan yang telah disesuaikan dengan salah satu komponen penilaian dalam MRI survey yakni kecakapan customer service seperti bagaimana melayani, menjual, memberikan solusi, serta melakukan cross selling produk dan jasa bank.
BENEFIT
Setelah mengikuti pelatihan ini, peserta diharapkan mampu berkomunikasi dan melayani dengan baik dan benar ke berbagai tipe nasabah. Selain itu, juga mampu melaksanakan cross selling dan mengatasi berbagai keluhan dari nasabah dalam proses menjalin hubungan jangka panjang yang disesuaikan dengan standar penilaian MRI survey.
MATERI
1. Memahami Bisnis dan Service di Perusahaan
* Persepsi yang benar tentang bisnis dan service
* Fakta-fakta seputar service dalam bisnis Who is your customer?
* Sudut Pandang Customer External dalam melihat Pelayanan dengan metode SMS Solution, Mood, Sense
* Pemahaman tentang kepuasan pelanggan, Business Process
2. Prinsip Membangun, Memelihara, dan Mengembangkan Hubungan Dengan Nasabah
3. Excellent Frontline Services
* Frontliner dengan kesan pertama yang profesional
* Tanggung jawab frontliner dalam wujud integritas, kualitas, akuntabilitas, transparansi, penerimaan, pro aktif, ramah tamah, dan beretika
* Meningkatkan keandalan frontliner untuk memberikan pelayanan yang lebih profesional
* Perilaku kerja frontliner yang hadir, menyelesaikan dan menyerahkan pelayanan dengan tepat waktu dan berkualitas
* Meningkatkan kualitas pelayanan dan kontribusi untuk rutinitas di tempat kerja
* Menjadikan keandalan diri sebagai aset yang dapat meningkatkan pelayanan perusahaan
4. Tipe, Cara Melayani, Berkomunikasi dan Cross Selling
5. Mengelola Pelayanan, Nasabah, dan Orang-Orang dengan Kualitas Terbaik
* Mengelola pelayanan dengan nilai, sistem, dan etos kerja perusahaan
* Mengelola orang-orang di sekitar frontline dengan motivasi dan gairah kerja
* Mengelola, mencegah, menyelesaikan potensi konflik antara nasabah dengan petugas frontline
* Kiat-kiat penanganan terhadap orang-orang atau nasabah yang sulit diatur
* Mengorganisir pekerjaan dan tanggung jawab frontline dengan efektif dan produktif
* Mengembangkan dan meningkatkan sikap, perilaku, dan mental positif di garda depan perusahaan
* Mengelola stres, marah, dan emosi negatif lainnya agar tidak merusak proses pelayanan ke nasabah
6. Mendengarkan dan Merespon Nasabah
* Faktor penentu kualitas layanan yang dirasakan nasabah
* Manajemen menunggu/antri
* Mengenal karakter nasabah
* Layanan kapan saja, di mana saja
* Keterampilan komunikasi suara tanpa tatap muka
* Berkomunikasi secara efektif dengan bahasa tubuh dan kata-kata positif
* Etiket penampilan pribadi dalam pelayanan
* Merawat pelayanan dengan kualitas dan keunggulan
* Kode etik untuk keunggulan layanan
* Konsep layanan berbasis teknologi dan keamanannya
7. Handling Customer Complain (Menangani Berbagai Keluhan Nasabah)
METHOD
Presentation
Discussion
Case Study
Evaluation
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TRAINING CUSTOMER SERVICE EXCELLENT BASED ON MARKETING RESEARCH INDICATOR (MRI) STANDART TERBAIK DI MALANG,
TRAINING CUSTOMER SERVICE EXCELLENT BASED ON MARKETING RESEARCH INDICATOR (MRI) STANDART TERBAIK DI SLEMAN,
TRAINING CUSTOMER SERVICE EXCELLENT BASED ON MARKETING RESEARCH INDICATOR (MRI) STANDART TERBAIK DI SUMATERA,
TRAINING CUSTOMER SERVICE EXCELLENT BASED ON MARKETING RESEARCH INDICATOR (MRI) STANDART TERBAIK DI SURABAYA,
Training Pengembangan SDM,
Workshop CUSTOMER SERVICE EXCELLENT BASED ON MARKETING RESEARCH INDICATOR (MRI) STANDART