SUCCESS IS A JOURNEY, NOT A DESTINATION~ Arthur Ashe ~

PUBLIC CLASS TRAINING SCHEDULEOctober – December 2018

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 happens 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.

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October – December 2018

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Training Program & Objective Oct Nov Dec

Delivering Service Excellence (1-day) Create service awareness for participants to play their role in organization to support the company’s customer experience

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Effective Communication & Relation at the Workplace (1-day)Enhance effective communication skills at workplace to maintain good relationship with colleagues in order to achieve business purposes

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Complaint is an Opportunity (1-day)Equip participants with skills to effectively handle difficult situations and customers

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Connect with Your Customers to Increase Sales (1-day)Use service communication and interaction skills to build a great relationship with customers that impact to business

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Service Leadership Coaching (1-day)Understand essential competencies that leaders need to develop in team

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High Impact Trainer Delivery Skills (2-days)Equip participants with essential skills in facilitating and delivering the content effectively and attractively to engage with audience

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

MarlinaAccount Officer & Sales Support

0811 950 4880public_class@sqcentre.co.id

Investment Value

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ProgrammeRegular Investment

per-pax per-day

*Early Bird Discount or

**Group Discount Investment per-day

Delivering Service Excellence Rp. 2,500,000 Rp. 2,350,000

Effective Communication & Relation at the Workplace Rp. 2,500,000 Rp. 2,350,000

Connect with Customers to Increase Sales Rp. 2,500,000 Rp. 2,350,000

Complaint is an Opportunity Rp. 2,500,000 Rp. 2,350,000

Service Leadership Coaching Rp. 3,250,000 Rp. 3,050,000

High Impact Trainer Delivery Skills Rp. 5.500.000 Rp. 5.100.000

Payment Method:1. Transfer to:

PT Service Quality Centre IndonesiaBCA Cabang Sudirman Account No. 035-3015-165

2. Cash on the Day with prior notice and agreed by SQCI

*Early Bird is calculated at least 3 weeks calendar before the training date

**Group Discount is valid for minimum 3 people per program per day

LEARNING METHOD: EXPERIENTIAL LEARNING

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Interactive Discussion

Video Showing

Role Play

Group Challenge / Activities

Program Information

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Delivering Service Excellence

This 1-day training is designed for frontliners who act onbehalf of the organization in delivering the organization’sservices. Frontline staffs are the face of an organizationthat will meet customers in direct interactions and must beequipped with professional service interaction skills tosupport the organization’s customer experience.

What are your roles & responsibilities in servicing your customer? What your customer says about yourservice? Why do we need to improve our service?

Training Topics:• 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

Training Objectives for Participants:• Understand what is service, customer, and customer

experience• Know 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

Target Participants : customer service, sales, or anyone who has direct interaction with external customers

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Effective Communication & Relationat the Workplace

This 1-day training is designed for anyone who wants to usepractical and simple ways to improve communication atworkplace to get expected aims.

Is it correct that Work is easy, but People is the Problem? Do you find difficulties in dealing with your colleagues within the organization? How to improve your communication at the workplace to overcome those challenges?

Training Topics:• The Essence of Communication @ Work• Winning Communication Skills• Connecting With My Customer• Scripting & Role Play

Training Objectives for Participants:• Understand how to achieve a good communication• Identify and exercise tips & tricks to build a positive

interaction & communication with contact – connect –close

• Provide support to team members to achieve individual and team goals while taking diversity issues into consideration

Target Participants : Frontliners or every one who have interact extensively with others on a daily basis, provide excellent customer service and maintain relationships for workplace efficiently.

Complaint is an Opportunity

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This 1-day training is designed for staff to be confident in handling difficult situations and customers complaints and to manage it into a positive experience for customers.

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 an opportunity to create positive experience for Customer?

Training Topics:• Why customers complain?• Is complaint an opportunity or a problem?• It starts with the right attitude, skills and

knowledge• Handling complaint skills (using TUNTAS

approach)• Talk through, walk through (role play)

Training Objectives for Participants:• 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

Target Participants : customer service, sales, help desk, or anyone who become the first line person to receive customer complaints

Connect with Your Customers to Increase Sales

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This 1-day training is designed for sales people to equip them with essential service skills with the intention to boost up sales processes in order to achieve business target.

What are your challenges as a sales person? How to create positive responses from your customer?How to utilize your service skills to speed up a close-deal process?

Training Topics:• Understand sales challenges• Service excellence and experiences in selling• Service communication skills to connect with

customers• Sales consulting skills

Training Objectives for Participants:• 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

Target Participants : sales people or anyone who needs to do upselling or cross-selling

Service Leadership Coaching

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This 1-day training is designed for supervisors in developing key competencies in managing their staffs to support the organization in customer-centric culture.

What role does a leader need to demonstrate in a customer-centric organization? Whatcompetencies does a leader need to develop to play that role?

Training Topics:• Essence of Leadership• Competency #1: Service Awareness• Competency #2: Developing People in a Team• Competency #3: Couching & Counseling

Training Objectives for Participants:• Understand role & responsibilities of a service leader• Understand pillars need to be managed in a leader’s

role• Understand the importance of developing people in a

team • Learn how to manage people in team and understand

them better

Target Participants : supervisor, assistant manager, first line manager

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High Impact Trainer Delivery Skills

This 2-day training is designed for trainers to equip them with essential skills in facilitating and delivering the content effectively and attractively to engage with audiences.

What make participants find a trainer train effectively as well as deliver their content attractively?What do trainers need to manage and demonstrate in front of audiences?

Training Topics:• Training preparation & build positive impression• Training Phases• Managing Body & Voice• Developing Facilitating Skills• Managing Participants• Powerful Presentation• Role Play

Training Objectives for Participants:• Understand knowledge & skills in training preparation

and training delivery • Develop an attractive & skilled trainer to manage

participants effectively

Target Participants : trainer, staff that act as internal trainer

AIRLINESAIRPORTS HOSPITALITY

HEALTHCARERETAIL / FMCG

PROPERTYFINANCIAL GOVERNMENT

AUTOMOTIVETRANSPORTATI

OTRANSPORTATION

OUR EXPERIENCE

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Registration Form (1)

No Name M/F Position Email Cell Phone No.

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

(Please make copies of additional Registration Forms if needed)

Name of Program : _______________________________________________ Date of Program : _________________________

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

Note: please check if the participant's name is correct

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Company : _________________________________________________________________________

Address : _________________________________________________________________________

Coordinator/PIC : _________________________________________________________________________

Position : _________________________________________________________________________

Telephone # : ___________________________________ Ext # : _______________________________

Cell Phone # : _________________________________________________________________________

Email : _________________________________________________________________________

Jakarta, …………………………...……………………………… 2018

(Sign Here)

Name: _________________________________

Please send form (1) and (2) by email to:

public_class@sqcentre.co.id

Please complete the following information! (2)

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1. PT Service Quality Centre Indonesia is committed to maintain the confidentiality of the applicant’s personal information.2. To register for public class training, please complete the Registration Form & Company Information.3. The public class training 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 public class training commencement.5. All public class training postponement and withdrawal are subjected to the Withdraw and Refund Policy as stated.6. Withdraw and Refund Policy

Applicants who have been accepted into the public class training and subsequently decide to withdraw are required to submit a writtennotice to PT Service Quality Centre Indonesia. Upon receipt of notice of withdrawal, PT Service Quality Centre Indonesia may refund part ofthe public class training fee as tabulated below:

7. General Terms and Conditions:public class training dates are subject to change. We are committed to minimize disruption and inconvenience to participants and take allpossible 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 the Investment

Within 15 calendar day or more prior to commencement date 100%

10-14 calendar day prior to commencement date 50%

Within 7 working days or less prior to commencement date No Refund

If the participant fails to show up for the public class training No Refund

Terms & Conditions

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PT SERVICE QUALITY CENTRE INDONESIAWisma Asia 15th FloorJl. Letjen S. Parman Kav.79Jakarta 11420T. 021-5638009F. 021-5638010www.sqcentre.co.id

MarlinaAccount Officer & Sales Support

0811 950 4880public_class@sqcentre.co.id