Customer Service
The basic materials of this topic are based on the following development of service concept:
- 1990. SERVQUAL: 5 Elements of Customers’ Expectations (reliability, tangibility, responsiveness, assurance, empathy). This was quite a comprehensive concept. but the booming of the application of total quality management set SOP (standardized operating procedures) on top of everything. Service was robotic everywhere, and this went until 2004.
- 2004. Branded Customer Service: 7 spiritual values (love, warmth, care, empathy, intuition, creativity, mystery). Developed by Janelle Barlow (USA) & Paul Stewart (New Zealand).
- 2007. Customer Engagement. Developed by Bryan K. Williams (USA). www.bwenterprise.net
The emerge of the new concepts was triggered by what happened to the world post 9/11 where people become more sensitive, and we have to listen more, be more flexible, and engage our customers. Dinah Day (USA) first gave a new name to the world as "New Normal" world in 2004.
Additional range of titles for this topic is as follows:
- Compalint Handling
- Call Center Service Skills
Our service is tailor-made with the following steps:
- Service Questionnaire
- Module Development
- Training Conduct
- Reinforcement Programs
Please contact us for details :
PT. Maxim Sarana Sukses
M+ Training & Capacity Building
Sampoerna Strategic Square, South Tower 30th floor
Jl. Jend. Sudirman Kav. 45-46, Jakarta Pusat
T/F : 021-29930992 Ext. 30975 / 29930888
Contact person : Ms. Perriz Azwir / Mr. Joy Ansori