Service Excellence : Sales Through Service	

"How you sell is more important than what you sell"

Setiap orang di perusahaan secara sadar maupun tidak, langsung maupun tidak - adalah menjadi sales/penjual bagi produk perusahaannya. Agar terus
mampu bersaing dan exist di era digital ini, mau tidak mau setiap unit dalam perusahaan harus mampu memberikan pelayanan (service) terbaik bag
customer (baik intern maupun ekstern).

Persaingan di bidang product dan delivery system menjadi pertempuran tanpa akhir, bahkan dunia marketing yang tadinya merupakan lahan subur
Imenjadi tidak gampang lagi diandalkan. Banyaknya pemain baru, membuat suara kita semakin tidak terdengar.

Seiring dengan perkembangan digital technologi saat ini, sudah saat nya kita merubah mind set dari red ocean ke blue ocean - bersaing di service mindset.
Mengubah seluruh budaya perusahaan untuk senantiasa memberikan pelayanan yang lebih baik..... lebih baik....untuk menjadi yang terbaik. Memberikan
service terbaik dengan pelayanan yang bukan hamya biasa-biasa saja atau skedar basa-basi, namun pelayanan yang dihargai dan diapresiasi oleh customer
Menyentuh langsung ke emosi client (emotion and experience), dan menciptakan client yang loyal, tentunya

"Empathy is the success key to hold customer loyalty"

Program Objectives
* Memahami pengertian Service (Service Mindset, Service Awareness, Service Excellence)
* Memahami pengertian nasabah dan eks pektasinya
* Memahami Service Excellence don konsep Soles Through Service
* Memahami pengertian, teknik/strategi, dan BATNA
* Dapat menerapkan budaya service excellence di perusahaan, untuk kemajuan perusahaan

Certificate of completion (supplied by PasarTrainer)

Training Material

Quiz Result

* Service Excellence: from OK to AHA and WOW    
* Customer Experience 
* Service Excellence Variables & Parameters: Care & Empathy "


This module explains in brief service excellence and why it is very important


Module 4. Why Service Excellence?

* Use Google Form to conduct test or use Paper.


A multiple-choice test to assess the participants' proficiency level prior to enrolling in the training program.


Pre-Test (15 Questions - Closed Book)

Ice Breaking

* The understanding of Service
* The purpose


This module explains an overview of Service  


Module 1. Introduction

A group role play or exercise (case study) where participants are asked to observe and identify old and new paradigm of coaching


Role Play

* Service Excellence makes a loyal customer  
* Loyal Customers & What are they doing? 
* 6 Steps to Develop Loyalty, WOW Sales & Service, Insight from Umpqua Bank 


This module explains in brief about sales through service


Module 5. Sales Through Service

* What, Why & Service Mindset
* Customer is the King  
* Old & New Paradigm of Service 


This module explains and brief explaining and understanding of Service 


Module 2. What's Service?

Video

* Group or Individual exercise: WOW Service Excellence 


A group or Individual role play or exercise (case study) where participants practices how to deliver WOW service exlencellence


Role Play 

* Customer: New Paradigm, Type, Expectation, Satisfaction    
* Inspiration from Singapore Airlines     
* Service Rule & Customer Satisfaction Level


This module explains the process & tips of creative coaching. 


Module 3. Know Your Customer 

* Use Google Form to conduct tests or use Paper


A multiple-choice test to assess the participants' proficiency level after enrolling in the training program.
