Program Details
Objectives :
- Better understand the repertoire of Indonesian Service Culture.
- Enhance self-awareness to using genuine service which comes from Heart
- Helping participants to explore and build self-character of service.
- Increase understanding of the service essence that must be ingrained in every activity.
- Improve the ability to manage emotions and inner conversations to get the best quality feelings to serve customers.
- Imrpove the ability to serve customers with sincerity.
Outline :
1. Indonesian Service Culture
- a. Indonesian Characteristics.
- b. Indonesian Service Style.
- c. Benchmark to Border Countries.
- d. A Shift to Western and Digital Culture
2. Servicing with Our Heart
- a. Service with A Heart Inventory.
- b. The Fastener Paradigm.
- c. The Five Service Components.
- d. The Innate Traits.
- e. Manageing Emotions.
3. Character Building
- a. Basic Foundation Characters for Service Representatives.
- b. Expanding to the Superior Characters.
- c. Leading Service with the Characters.
4. Job Functions and Job Essence
- a. Job Functions versus Job Essence.
- b. Five Distinctions from Sincerity Services Compare Ordinary Ones.
- c. Getting from Ordinary to Extraordinary.
5. Emotional Intelligence
- a. Emotional Intelligence for Sincerity Services.
- b. How to Listen Actively.
- c. Building Relationship with Trust.
6. Role Play
- a. Managing Emotions.
- b. Leading Service with the Characters.
- c. Getting from Ordinary to Extraordinary.
- d. Listening Actively.
Other Information
Target Participants:
- Agent.
- Senior Agent.
- Team Leader
- Supervisor
Duration : 2 Days Program
