Dear all Profecers, Sehubungan dengan kerjasama yang telah terjalin antara antara PROFEC dengan ACADEMIA maka bersama ini kami menyampaikan info seminar yang luar biasa dan dapatkan discount 10% bagi setiap peserta asal mendaftar melalui milis the Profec dengan mengisi formulir pendaftaran sbb.:
====================================== Seminar: The Secrets of Superior Service Nama: Alamat: No Telp/HP: Email Address: Milis: Pekerjaan/jabatan: Alamat pekerjaan: ======================================= Silakan kirim form pendaftaran ke [EMAIL PROTECTED] dan dapatkan discount 10% bagi setiap peserta selain tetap mendapatkan bonus lainnya. Salam epos, Lies Sudianti Founder & Moderator 08170707770 [EMAIL PROTECTED] [EMAIL PROTECTED] Seminar : The Secrets of Superior Service Pembicara : Ron Kaufman Ron Kaufman is the world's leading educator and motivator for uplifting customer service, partnerships and superior service culture. He is the author of the bestselling book series UP Your Service!<http://www.upyourservice.com/shopping/index.html>and the founder of UP Your Service! College <http://www.UpYourServiceCollege.com/>. Tanggal : 12 August 2008 Lokasi : Intercontinental Mid Plaza Investasi : Terlampir Special Offer: Pendaftaran lewat Profec - Academia hanya Rp. 3.250.000,- Dengan investasi tersebut, Anda berhak mengikuti seminar James Gwee tanggal 28 Agustus 2008 dengan topik HOW TO BE A STAR EMPLOYEE AT WORK secara GRATIS Topik seminar Mr. James Gwee bulan Agustus 2008 dapat dilihat di www.jamesgwee.com Informasi lebih lanjut dapat menghubungi Mei di 6011121 Terlampir adalah penjelasannya *RON KAUFMAN - Jakarta , Augst 12, 2008* THE SECRETS OF SUPERIOR SERVICE Applying these secrets is a key to your success This energizing and entertaining presentation highlights key principles everyone, every company and organization must apply to deliver superior service. Packed with true stories, powerful examples and colorful illustrations, The Secret of Superior Service will inspire you, educate your colleagues and motivate your service team. Speaker: *Ron Kaufman* *Hotel Intercontinental Mid Plaza, Jakarta* ------------------------------ *Applying these secrets is a key to your success* *The secrets of Superior Service shows how, and explains why, you must :* - Fly Over Your Customer's Rising Expectations - Provide Excellent Product, Excellent Delivery and Excellent Service Mindset - Climb the Stairs to Unbelievable! Levels of Sales, Service & Achievement - Strategy and Tactics to "Manage" Customer Expectations - How to Bounce Back! Through Effective Service Recovery - Appreciate Your Complaining Customers - Shift from Blame and Shame to Taking Personal Responsibility, and - See the World from Your Customers' Point of View Everyone agrees that providing better service is essential to continued success in today's competitive world. But too often, people regard quality service as 'the fuzzy stuff' and don't know where or how to begin making service progress. This interactive presentation clears the fog in an entertaining way, showing concrete steps for immediate service improvement. *Outline of Key Points :* 1. *Customers' Expectations are Rising* - across industries, companies, functions and locations - to satisfy customers, you must 'Fly Over' rising expectations 2. *Excellent Product, Excellent Delivery, Excellent Service Mindset* - the first two can be easily purchased or copied - the third requires a culture, it must be built from within 3. *Climbing the Stairs of Increasing Customer Value* - delivering service from 'Basic' to 'Unbelievable' - the good news: you can always do more - the bad news: once you do it, they expect it - the reality: keep on climbing! 4. *Managing Customers' Expectations* - you can influence expectations, to mutual satisfaction and advantage - 'underpromise, then overdeliver' - use 'clear, kept promises' 5. *Bouncing Back through Superior Service Recovery* - when things go wrong, people talk! - service recovery is not enough, it just 'recovers' - going the extra step to build loyalty and long-term relationships - recovery is not a cost, it is a wise and well-timed investment 6. *Appreciate Your Complaining Customers* - Complaints can be useful feedback and helpful tools for improvement - Only a small percentage of customers bother to complain, appreciate them! - Fix the 'leaky bucket', invest time and energy to keep your customers loyal 7. *Shift from Blame, Shame and Justify to Taking Personal Responsibility * - the importance of playing 'above the line' - the link between 'personal responsibility' and 'a culture of service mindset' 8. *See the World from Your Customers' Point of View* - a source of improvements and innovation 9. *Conclusion* - Your plan for taking action, right now. *Benefits For You and Your Service Team :* - *Understand eight key principles that will lead you to Superior Service.*Each principle is explained in entertaining detail. You will quickly understand and apply what you've learned. - *Take concrete action to improve your service, right now.*Every section of this program features specific actions you can take right away to improve and deliver better service. - *Achieve new levels of customer satisfaction… and delight!*People everywhere are looking for, and demanding, better service. Your customers will notice the difference. - *Gain additional business from loyal customers who buy more and more often.*Your profits will improve with repeat business from your best customers. Learn how to give them the service they want, and deserve. Serve them right, and they will keep coming back for more. - *Win new customers from constant referrals and positive word of mouth.*The most credible and powerful advertising on Earth is the testimonial of a delighted customer. When happy customers talk, people listen. - *Build a shared language for Superior Service.*To lay a foundation for continuous service progress, get everyone speaking the same service language! Share these ideas and concepts with everyone on your team: your staff, managers, colleagues, vendors, suppliers… and even your customer partners. - *Educate your audience with 'the moral of the story'.*One of the best ways to educate is through examples that inspire and entertain. Use the stories in this presentation to illustrate your service points, to drive your message home. - *Become a better customer and you'll get better service, too.*When you give Superior Service, you will understand how to get it, too! Ask for, and enjoy, the Superior Service you deserve… today.
