PUBLIC CLASS TRAINING SCHEDULE

OCTOBER – DECEMBER 2017

Copyright ©Service Quality (SQ) Centre Indonesia

All Rights Reserved. 2017

CORPORATE PROFILE

SERVICE QUALITY CENTRE (NOW A MEMBER OF MDIS) WAS SET UP IN SINGAPORE IN

1990 AS A JOINT VENTURE BETWEEN SINGAPORE AIRLINES AND SPRING SINGAPORE. IN

1993, SERVICE QUALITY CENTRE INDONESIA RAN ITS FIRST CLASS AT ITS BOOTCAMP IN

CICURUG, SUKABUMI, AND SINCE THEN WE HAVE BEEN PARTNERING WITH HUNDREDS OF

CLIENTS FROM VARYING INDUSTRIES IN THEIR SERVICE EXCELLENCE JOURNEY.

HOW WE ASSIST ORGANIZATIONS IN SERVICE EXCELLENCE

“SERVICE HAPPPENS BY DESIGN”. SERVICE EXCELLENT ORGANIZATIONS ARE THOSE THAT

DESIGN AND DELIVER SERVICE STRATEGIES AND PROCESSES THAT CREATE GREAT

CUSTOMER EXPERIENCE. WE PARTNER ORGANIZATIONS TO ASSIST THEM IN

TRANSFORMING THEIR SERVICE CULTURE THROUGH THEIR CORE SERVICE PILLARS PEOPLE,

PRODUCT, PROCESS (EXPERIENCE MAPPING), PLACE. WE OFFER TRAINING EXPERTISE TO

HELP THEM DEVELOP AND MANAGE THEIR SERVICE PROCESSES FROM END TO END.

CONTENTS

• PUBLIC CLASS SCHEDULE OCT – DEC 2017 …………..……………………………….…… 4

• PROGRAM OBJECTIVES & TOPICS …………..……………………………………………. 6

• INVESTMENT VALUE ………………………………………………………………………… 12

• REGISTRATION FORM & COMPANY INFORMATION ………………………………………. 13

• TERMS AND CONDITIONS ………………………………………………………………… 15

• CONTACT US

PUBLIC CLASS SCHEDULE OCT – DEC 2017

Training Program Oct Nov Des

Handling Difficult Situations & Customer Complaints (1-day)

Learn how to turn your customer complaints into compliments and win their loyalty through

every service experience.

11 8 -

The Power of Total Image (1-day)

Show your professional image and win your customers through this one day programme

where you get tips and ideas on projecting a professional look in business.

- - 6

Delivering Service Excellence (1-day)

Know your customers, know your service, know yourself through effective service delivery

and show your customers what it takes to deliver your service promise.

- 15 -

Sales Through Service Skills (1-day)

Good sales means good services. Learn how to improve confidence and motivation in the

sales process.

25 - 13

Time Schedule: 09.00 – 17.00

Jakarta Note: Program will be held with minimum 10 pax /program /class 4

PUBLIC CLASS SCHEDULE OCT – DEC 2017

Training Program Oct Nov Des

Leading from Good to Great

Many Supervisors aspire to go the extra mile to want to lead. Many do not know how. The

journey to great leadership starts with saying “I want to Lead!”

- 15 13

Leadership in Action, Action in Leadership (2-days)

Leading and managing a multi-generational (Gen X, Y, Z) human talent in a disruptive and

competitive is becoming a daunting task for every manager. How do we make things

happen? It’s back to put leadership in the driver’s seat

- 27 12

Time Schedule: 09.00 – 17.00

Jakarta

Note: Program will be held with minimum 10 pax /program /class 5

• Participants will be able to:

• Understand the costs and consequence of handling difficult situations and customers

• Change their mindset and perception about complaints

• Learn to be better prepared in handling customers at all times

• Apply TUNTAS in handling challenging situations

Program Objective

• Costs and consequence of complaints

• Why customers complain?

• Is complaint a gift or a complaint?

• It starts with the right attitude, skills and knowledge

• Handling complaint skills (using TUNTAS approach)

• Talk through, walk through (role play)

Topics 6

Handling Difficult Situations & Customer Complaints How do you deal with a very difficult and angry Customer?

What do you do in a very challenging and difficult situation where you know it is a lose-lose outcome?

How do you turn a complaint into a compliment?

This 1-day training will help you focus on handling difficult situations and

Customers complaints with confidence.

• Participants will be able to:

• Understand why etiquette is critical and important when greeting and interacting with Customers

• Learn to build confidence in projecting self when attending to Customers

• Learn how to connect with Customers at the first few seconds of contact

• Get tips and guidelines on professional etiquette

Program Objective

• The power of first impression

• The art of communication & attention

• The confident self

• Knowing how to look good, feel great & project well

• The projected professional image

• Tips and guidelines

Topics

The Power of Total Image

This 1-day training is for men or ladies who want to not only feel good and look good,

but to always project a professional image.

Do you want to look good and feel good always?

Do you want to project confidence and assurance at work??

7

• Participants will be able to:

• Understand what is service, customer, and customer experience

• Knowing the roles, competencies and responsibilities of a frontline service provider

• Learn and understand what are service touchpoints and what should they do

• Apply service language to interact with the customer

Program Objective

• The concept of service excellence & customer experience

• Knowing who and what is a customer

• Knowing touchpoints in service chain

• Knowing how to interact with customer using service language skill

Topics 8

Delivering Service Excellence

In this 1-day training, you will have service awareness

to play your role in organization to support the company’s customer experience.

What is your roles & responsibilities in servicing your customer?

What your customer says about your service?

Why do we need to improve our service?

• Participants will be able to:

• Strengthen the positive mindset about the importance of excellence service in the achievement of sales and in organizational business target

• Equip and practice demonstrating positive service skills that can have a positive impact on the sales process

• Identify the things that can be done to increase confidence & motivation in the sales process

• Understand and practice about story selling skills as part of a positive sales process (Connecting-Questioning-Providing-Encouraging-Confirming)

Program Objective

• Knowing sales challenges

• Knowing Connection and the essence of service excellence

• Knowing sales interaction skills

• Knowing to create a good relation with customers

Topics 9

Sales Through Service Skills

In this 1-day training, you will be equipped with service skills with the intention

to boost up your sales process to support the company’s target achievements.

What are your challenges as a sales person?

How to create positive response from your customer?

How to utilize your service skills to speed up a close-deal process?

10 10

• Participants will be able to:

• Identify the 6 characteristics of effective leadership

• Identify the 5 Pillars (PEOPLE, PRODUCT, PROCESS, PLACE, LEADERSHIP) of successful organizations

• Identify the different types of performers at work using the Four Performers Matrix

• Know how to lead the team to work with others and not to show silo thinking

• Know the Leadership Principles

Program Objective

• Leading from Good to Great

• Leadership and the 5 Pillars

• Leading Multi-generation Human Talent

• Leadership and Customers

• Leadership Principles: Communication, People and Task Focus, Time Management, Goal Setting

• What Next? Action Plan

Topics 10

Many Supervisors aspire to go the extra mile to want to lead. Many do not know how. The journey to great leadership starts with saying “I want to Lead!”

This 2-Day training is for SUPERVISORS or first time managers who face new challenges in leading multi-generational (Gen X, Y, Z) teams in a dynamic workplace.

Leading from Good to Great

11

• Participants will be able to:

• Understand the 5 Leadership Mindset

• Learn to anticipate market changes and disruptive change environment

• Identify the different types of performers at work using the Four Performers Matrix

• Know how to lead the team to work with others and not to show silo thinking

• Know and apply the Leadership Principles

Program Objective

• The 5 Leadership Mindset

• Leadership and the Business

• Leading Multi-generation Human Talent

• Leadership and Customers

• Leadership Principles: Communication, Conflict Management, Building Trust, Goal Setting

• What Next? Action Plan

Topics 11

“Leading and managing a multi-generational (Gen X, Y, Z) human talent in a disruptive and competitive is becoming a daunting task for every manager.

How do we make things happen? It’s back to put leadership in the driver’s seat.”

This 2-Day training is for MANAGERS who are looking for tools and techniques to lead and manage people and workplace to produce results from good to great.

Leadership in Action, Action in Leadership

INVESTMENT

Training Program (included hand-outs, softcopy group photo, certificate, snack, and lunch)

Payment transferred to:

PT Service Quality Centre Indonesia

BCA Cabang Sudirman

Account No. 035-3015-165 12

Handling Difficult Situations & Customer Complaints - 1 day Rp. 2,500,000,-

The Power of Total Image -1 day Rp. 2,500,000,-

Delivering Service Excellence -1 day Rp. 2,500,000,-

Sales Through Service Skills -1 day Rp. 2,500,000,-

Leading from Good to Great - 2 days Rp. 4,500,000,-

Leadership in Action, Action in Leadership - 2 days

(This training will be delivered in English by Senior Management Level)

Rp. 6,500,000,-

REGISTRATION FORM

Yes! Please register me/us for the following Public Class Program :

(You may make copies of additional Registration Forms if needed)

Name of Program : ____________________________________ Date of Program : ____________________________________

LIST OF PERSONS ATTENDING (*M = Male; F = Female)

Jakarta, ……………………………………… 2017

(Sign Here)

Name: _________________________________

No Name M/F Position Email Cell Phone No.

Please send by email :

marlina@sqcentre.co.id 13

COMPANY INFORMATION

Please complete the following information!

Company : _________________________________________________________________

Address : _________________________________________________________________

Coordinator/PIC : _________________________________________________________________

Position : _________________________________________________________________

Telephone # : ________________________________ Ext # : _________________________

Cell Phone # : __________________________________________________________________

Email : __________________________________________________________________

Jakarta, ……………………………………… 2017

(Sign Here)

Name: _________________________________

Please send by email :

marlina@sqcentre.co.id 14

TERMS & CONDITIONS

1. PT Service Quality Centre Indonesia is committed to maintaining the confidentiality of the applicant’s personal information

2. To register for courses, please complete the Registration Form & Company Information

3. The course you have registered for is subject to confirmation. PT Service Quality Centre Indonesia reserves the right to withdraw or re-schedule the class without prior notice.

4. Written request for replacement of participants is allowed. There will be no charges/penalties for replacements. Such request must reach PT Service Quality Centre Indonesia

in writing at least 3 working days before course commencement

5. All course postponement and withdrawal are subjected to the Withdrawal and Refund Policy as stated.

6. Withdraw and Refund Policy

Applicants who have been accepted into the course and subsequently decide to withdraw are required to submit a written notice to PT Service Quality Centre Indonesia. Upon

receipt of notice of withdrawal, PT Service Quality Centre Indonesia may refund part of the course fee as tabulated below

7. Payment:

Please pay to BCA Cabang Sudirman Account No. 035-3015-165 PT Service Quality Centre Indonesia

8. General Terms and Conditions

Course dates are subject to change. We are committed to minimize disruption and inconvenience to participants and take all possible measures to do so. However, given that

circumstances do change we reserve the right to

• cancel/postpone/re-schedule classes should it be necessary, making every effort to inform participants of any changes in advance or

• re-assign classes to specific alternative venues or training rooms as the situation arise

Written Notice Received by SQCI Refundable Fees

Within 15 working days or more prior to commencement date 100%

10-14 working days prior to commencement date 50%

Within 3 working days or less prior to commencement date No Refund

If the participant fails to show up for the course No Refund

15

CONTACT US

PT SERVICE QUALITY CENTRE INDONESIA

Wisma Asia 15th Floor

Jl. Letjen S. Parman Kav.79

Jakarta 11420

T. 021-5638009

F. 021-5638010

www.sqcentre.co.id

Marlina

Sales Support

0811 950 4880

marlina@sqcentre.co.id