training
TEAMWORK MANAGEMENT
OVERVIEW
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The main objectives in this training is to equip business owners and business executives in developing teamwork among the employee within a division as well as cross division
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OBJECTIVES
After joining this course, the participants will be able to:
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Understanding the service philosophy.
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Identifying customer expectation.
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Investigating service gap.
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Developing customer service standard.
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Evaluating customer service performance.
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Conducting service recovery.
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TARGET PARTICIPANTS​
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Business Owner
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CRM Manager & SPV
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General Manager, Marketing Manager
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Academicians
1. Service Philosophy
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The origin of service
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Types of service
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Service facts
2. Service Research
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Quantitative service research
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Qualitative service research
3. Service Gap (1)
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Knowledge Gap
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Standard Gap
4. Service Gap (2)
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Delivery Gap
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Communication Gap
5. Service Processes
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SOP of service
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SOP workshop
6. Service Training
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Types of training
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Setting training program
7. Service Automation
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Automation process
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Service Application
8. Complaint Handling management
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Media for complaint
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Handling the complaint
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Service recovery
9. Customer Relationship Program for Individual Customer
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Setting CRM program
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CRM Workshop
10. Customer Relationship Program for Business Customer
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Setting CRM program
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CRM Workshop