Centre for Professional Development In-House

Training

Available

Perkhidmatan Kakitangan Barisan

Hadapan Yang Cemerlang

Pelanggan amat mustahak dalam setiap perniagaan. Tumpuan sekarang bukan sahaja memberi “perkhidmatan” kepada pelanggan tetapi memenuhi “kepuasan” pelanggan. Maksudnya kita memberi tumpuan kepada memenuhi keperluan dan kehendak pelanggan. Kursus ini bertujuan membawa konsep dan aplikasi kepada memenuhi kepuasan pelanggan yang berkualiti, mengurangkan tekanan dan menjadikan setiap interaksi dengan pelanggan berkesan serta membawa hasil yang positif untuk individu dan organisasi.

CONTENTS

♦ Kepentingan Kepuasan Pelanggan

♦ Perkhidmatan Pelanggan Vs Kepuasan Pelanggan

♦ Mendapatkan Keyakinan Pelanggan

♦ Kemahiran Motivasi

♦ Komunikasi Secara Asertif

♦ Mengurus Aduan Pelanggan

♦ Teknik Untuk Mengurangkan Tekanan dan Menyenangkan Pelanggan

♦ Kemahiran Hubungan Kemanusiaan

♦ Kerja Sepasukan Untuk Perkhidmatan Yang Cemerlang

FMM Institute

June 26 - 27,2013 Hotel Cititel Mid Valley, Kuala Lumpur

Encik Khairol Anuar Bin Masuan’s area of specialisation is in psychology. His approach to training psychology is very interesting and enjoyable to his participants as he ensures that there is a lot of activity and action throughout his training sessions. His in-depth knowledge and experience in psychology is also apparent as he is able to relate his own personal accounts and encounters related to it. This enables his participants to better understand the subject and also, they will be able to apply what has been taught to them in their own workplace later. He has given numerous seminars and has also appeared in many television programmes and forums on the discussion of social-related issues and its association to psychology. Khairol Anuar has vast experience in the training scene for more than 15 years. His experience includes Management, Customer Service and Motivation. He was responsible for implementing organisation-wide training programmes in his previous workplaces. Well-versed in English and Bahasa Malaysia, he has always been highly rated “Excellent” by the participants from both manufacturing and services sectors.

FACILITATOR

Dates : June 26 - 27, 2013

Time : 9.00 am – 5.00 pm

Venue : Hotel Cititel Mid Valley, Mid Valley City, Lingkaran Syed Putra 59200 Kuala Lumpur Fees : FMM Members – RM1,200 per participant Non Members – RM1,500 per participant

Enjoy 10% group discount for registration of three (3) or more participants from the same organisation and of the same billing source.

(Fees include course materials, Certificate of

Attendance, lunch and refreshments)

SBL Scheme

ADMINISTRATIVE DETAILS

Registration is on a first-come first-served basis. Cheques made in favour of the “FMM Institute” should be forwarded one week before the commencement of the programme. Completed registration form, that is faxed, mailed or e-mailed to FMM Institute, would be deemed as confirmed. All cancellations must be made in writing. There will be no charge for cancellation received 14 or more working days before the start of the programme. Cancellation received 7 – 14 working days before the start of the programme is subject to a cancellation fee of 50% of the course fees. Cancellation received 6 working days and below before the start of the programme is subject to a cancellation fee of 100% of the course fees. If the participant fails to attend the programme, the full course fees are payable. However, replacement can be accepted at no additional cost. The FMM Institute reserves the right to change the facilitator, reschedule or cancel the programmes and all efforts will be taken to inform participants of the changes. Should the event be cancelled or postponed, FMM Institute is not responsible for covering airfare, hotel or other travel costs incurred by the participants.

For further enquiries, please contact: Fatahiyah / Josephine / Saziahyati

FMM Institute

Tel: 03-62867200 Fax: 03-62776712 Visit us at www.fmm.edu.my

♦ Memahami kepentingan kepuasan pelanggan; kesannya terhadap kerja mereka dan imej syarikat serta produknya

♦ Bermotivasi untuk melayan pelanggan, sama ada pelanggan dalaman atau pelanggan luaran

♦ Memahami bahawa kepuasan pelanggan adalah ditakrifkan oleh pelanggan sendiri

♦ Berkomunikasi dengan lebih berkesan melalui kemahiran mendengar dan menyoal dan komunikasi asertif

♦ Memahami dan mempraktikkan prinsip hubungan kemanusiaan

♦ Menghadapi aduan pelanggan melalui 7 langkah yang berkesan

♦ Membalas, bukan bertindak dengan secara positif untuk penyelesaian menang-menang serta mendapat keyakinan pelanggan

♦ Menyedari tentang kepentingan bekerja sebagai satu pasukan untuk perkhidmatan yang cemerlang

OBJECTIVES WHO SHOULD ATTEND

Kakitangan barisan hadapan.

The Manager Please tick (�) accordingly: FMM Institute PSMB Scheme: ���� SBL ���� Non Contributor Tel: 03-62867200 Required vegetarian meal: ���� Yes ���� No Fax: 03-62776712

Dear Madam,

Please register the following participant(s) for the above programme. (To be completed in BLOCK LETTERS)

1. Name Designation E-mail

____________________________________________________________________________________________________________

Nationality IC No.

____________________________________________________________________________________________________________

2. Name Designation E-mail

____________________________________________________________________________________________________________

Nationality IC No.

____________________________________________________________________________________________________________

3. Name Designation E-mail

____________________________________________________________________________________________________________

Nationality IC No.

____________________________________________________________________________________________________________ (If space is insufficient, please attach a separate list)

Enclosed cheque/bank draft No. ____________________________________ for RM ________________________________

being payment for _________________ participant(s) made in favour of the “FMM Institute”.

Submitted by:

Name:_____________________________________________________________________________________________________

Designation: ___________________________________E-mail: _____________________________________________________

Company: _________________________________________________________________________________________________

Address:___________________________________________________________________________________________________

____________________________________________________________________________________________________________

Tel No.: ______________________________ Fax No.: ________________________ Date: _______________________________

FMM Membership No.: ______________ My Corporate Identity No.: _____________________________________________

REGISTRATION FORM

Perkhidmatan Kakitangan Barisan Hadapan Yang Cemerlang

June 26 - 27, 2013 (Wednesday - Thursday) Hotel Cititel Mid Valley, Kuala Lumpur