BUILDING SERVICE CULTURE

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1. 79 MARKETING MANAGEMENT I E Menjawab Masalah Apa Pelayanan adalah tugas utama setiap orang dalam perusahaan, namun hal ini seringkali hanya merupakan slogan semata. Tidak mudah untuk mengubah budaya perusahaan yang mengutamakan pelanggan dalam waktu cepat. Melalui keteladanan pimpinan kepada bawahan percepatan budaya pelayanan diharapkan akan terjadi. Manfaat Apa Yang Anda Peroleh Setelah selesai mengikuti program ini, peserta diharapkan mampu: • Memahami pentingnya budaya pelayanan • Memahami arti yang mendalam dari sebuah pelayanan • Melakukan evaluasi terhadap pelayanan di perusahaan • Menurunkan visi dan misi perusahaan menjadi kegiatan pelayanan • Mempelajari teknik dalam membangun budaya pelayanan Apa Saja Yang Dibahas • Memahami budaya pelayanan yang berkualitas • Mengenal kunci utama dari pelayanan • Audit Pelayanan • Menciptakan “ service leadership ” • Menterjemahkan pelayanan dalam aplikasi praktis di pekerjaan Siapa Saja Yang Perlu Ikut • Manajer dan senior manajer • Pimpinan yang bertanggung jawab dalam pelayanan pelanggan • Pimpinan perusahaan yang bertanggung jawab dalam budaya pelayanan • Karyawan yang ditunjuk sebagai “ service champion ” Problems To Be Addressed Each employee is responsible to demonstrate good services, however, in reality this is sometimes only a slogan. It takes time to change corporate culture to be a service oriented company and expect the employee to be a service champion. Through a role model approach from the superiors, company’s efforts to groom service oriented behavior can be achieved. Objectives Having attended this program, the participants are expected to be able to: • Understand quality service culture • Understand service profi t impact • Evaluate existing service in organization • Integrate company’s vision and mission into service activities • Make service leadership Subjects Covered • Understanding quality service culture • Key element of service • Service audit • Create service leadership • Integrating company’s vision and mission into a service practice • Making changes happen • Practical application of quality service Who Should Attend • Marketing Directors • Managers and Senior Managers • Decision makers in service department • Managers who need to improve service culture • Service championship 36 BUILDING SERVICE CULTURE Price: IDR 4.400.000,-

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