SERVICE RECOVERY: CREATE LOYAL CUSTOMERS FOR LIFE

Training Syllabus :
SERVICE RECOVERY: CREATE LOYAL CUSTOMERS FOR LIFE

TRAINING MATERIAL OUTLINE, OBJECTIVES AND TRAINING METHODS :
1. WHY IS SERVICE RECOVERY SO IMPORTANT ?
OBJECTIVES IN THIS SESSION:
Because this Topic will tell you about how to Empowerment Employees and at the same time to keep the Customer loyal to our Company even to bring their family, friends and relatives come to our company.

TRAINING OUTLINE IN THIS SESSION :
a. What is Service Recovery ?
 The Step that should follow a mistake
 Aim at the individual
 Solving the Customer problem
 Creating Customer satisfaction
b. Putting a smile on a Customer face
 Wonderful Service
 Quick Service
 Precise Service

METHOD IN THIS SESSION:
 Presentation
 Discussion
 Answer & Question

2. CREATE LOYAL CUSTOMER FOR LIFE
After completing the course, the participants of Service Recovery Course will be expected to be able to:
a. Solving a customer’s problem. They understand the importance of service recovery to their bottom lines.
b. They drive superior customer service strategically. That means everyone, from the CEO on down, walks the talk and reinforces the importance of customer service.
c. They make sure their policies, procedures and systems are customer-friendly.
d. They hire good people and treat them well, investing time and money to train and coach them in the art of customer service.
e. They empower their employees, giving them the authority to bend and break the rules, to use their common sense and to take care of the customer.

METHOD IN THIS SESSION :
 Lecturing and presentation
 Discussion
 Role Playing

WHO SHOULD ATTEND THIS TRAINING? :
1. General service supervisor/ superintendent/ manager
2. Camp service or township supervisor/ superintendent/manager
3. Field operation supervisor/superintendent/manager
4. Logistic supervisor/superintendent/manager
5. Staff who deals or takes care and involve in contract of accommodation and catering services
6. Everybody or professional who wants to broaden knowledge or gain Benefit from this course

VENUE : Kagum Group Hotel Bandung (Golden Flower, Banana Inn, Serela, Gino Feruci), Amaroossa Hotel, Noor Hotel, Grand Setiabudi Hotel, dll

TRAINING DURATION : 3 days

TRAINING TIME :

Januari 2024 Februari 2024 Maret 2024 April 2024
3 – 5 Januari 2024 5 – 7 Februari 2024 4 – 6 Maret 2024 1 – 3 April 2024
8 – 10 Januari 2024 12 – 14 Februari 2024 12 – 14 Maret 2024 22 – 24 April 2024
15 – 17 Januari 2024 19 – 21 Februari 2024 18 – 20 Maret 2024 29 April – 1 Mei 2024
22 – 24 Januari 2024 26 – 28 Februari 2024 25 – 27 Maret 2024
29 – 31 Januari 2024
Mei 2024 Juni 2024 Juli 2024 Agustus 2024
6 – 8 Mei 2024 3 – 5 Juni 2024 1 – 3 Juli 2024 5 – 7 Agustus 2024
13 – 15 Mei 2024 10 – 12 Juni 2024 8 – 10 Juli 2024 12 – 14 Agustus 2024
20 – 22 Mei 2024 19 – 21 Juni 2024 15 – 17 Juli 2024 19 – 21 Agustus 2024
27 – 29 Mei 2024 24 – 26 Juni 2024 22 – 24 Juli 2024 26 – 28 Agustus 2024
29 – 31 Juli 2024
September 2024 Oktober 2024 November 2024 Desember 2024
2 – 4 September 2024 1 – 3 Oktober 2024 4 – 6 November 2024 2 – 4 Desember 2024
9 – 11 September 2024 7 – 9 Oktober 2024 11 – 13 November 2024 9 – 11 Desember 2024
16 – 18 September 2024 14 – 16 Oktober 2024 18 – 20 November 2024 16 – 18 Desember 2024
23 – 25 September 2024 21 – 23 Oktober 2024 25 – 27 November 2024 26 – 28 Desember 2024
28 – 30 Oktober 2024

INVESTMENT PRICE/PERSON :
1. Rp. 6.500.000/person (full fare) or
2. Rp. 6.250.000/person (early bird, payment 1 week before training) or
3. Rp. 5.950.000/person (if there are 3 persons or more from the same company)

FACILITIES FOR PARTICIPANTS :
1. Training Module
2. Flashdisk contains training material
3. Certificate
4. Stationeries : NoteBook and Ballpoint
5. T-Shirt
6. Backpack
7. Training Photo
8. Training room with full AC facilities
9. Lunch and twice coffeebreak every day of training
10. Qualified Instructor