FMM Institute

Kedah/Perlis Branch

PERKHIDMATAN PELANGGAN YANG CEMERLANG

9:00 am to 5:00pm 2-3 Oct 2013, Wed-Thu FMM Institute, Sungai Petani

PENGENALAN

Khidmat pelanggan yang cemerlang sering kali dipandang sebagai satu tajuk latihan tapi amat sukar untuk dipraktikkan secara konsisten. Program ini direka khusus untuk membudayakan kecemerlangan kemahiran dalam memberikan perkhidmatan pelanggan yang terbaik dimana ianya merupakan salah satu faktor penting untuk menaikkan imej dan juga keuntungan syarikat. SIAPA YANG PATUT HADIR?

Pengurus, Eksekutif, Penyelia, Jurutera, Juruteknik, Pekerja Pemasaran dan Pegawai atau Pekerja Perkhidmatan Pelanggan yang sentiasa berurusan dengan para pelanggan dan sebagainya.

OBJEKTIF KURSUS Di akhir program peserta sepatutnya :-

Memahami konsep khidmat pelanggan yang cemerlang

Memberikan contoh khidmat pelanggan yang cemerlang

Melakukan demostrasi khidmat pelanggan yang cemerlang

Mengetahui cara menangani masaalah pelanggan.

Berjaya melakukan komunikasi yang berkesan dengan pelanggan

Berjaya menguruskan tekanan semasa berhadapan dengan pelanggan

CONTENTS Konsep

Organisasi

gjawab ke atas inventori?

Pengurusan bahan-bahan bersepadu Klasifikasi Bahan-Bahan Keperluan METDOLOGI KURSUS

Kursus ini akan disampaikan melalui ceramah, kajian kes, aktiviti berkumpulan, permainan ,kuiz dan sebagainya. Trainer Profile En Shahrizal bin Badlishah is currently a freelance trainer graduated in MBA from University of Southern Queensland, Australia.

With his vast 16 years experience in various position and industries dealing with working adults of varying levels made him as a

specialist in helping people grow and develop their potential, as well as getting them to put across their messages with impact

through the soft skills training. Equipped with skillful delivery, one can expect to learn deeper understanding in areas such as

Administration, Marketing, Finance, Risk Management and Human Resources Management. He has an in-depth knowledge

necessary to respond to participants needs.

SBL Scheme Register Now!

In House Training Available

KANDUNGAN KURSUS Modul 1- Siapakah Kami Dan Apa Kami Buat

Siapakah Pelanggan? (Dalaman / Luar) Apakah Itu Sebenarnya Perkhidmatan Pelanggan? Siapakah Pembekal-Pembekal Perkhidmatan Pelanggan? Modul 2 Ciri-Ciri Khidmat Pelanggan Yang Cemerlang

Penanda Aras Negatif, Biasa, Cemerlang Pengisian Wajib Bagaimana Khidmat Pelanggan Yang Cemerlang Maksud Perkembangan Servis Modul 3 Mengenalpasti 4 Watak Pelanggan Dan Bagaimana Berkomunikasi

Fahami Masalah Pelanggan Duduk Di Luar Kotak Memenuhi Keperluan-Keperluan Asas Menggandakan Usaha. Modul 4 - Pemahaman Masaalah

Mengurus Kekasaran Bertahan Dengan Penghinaan Mengurus Ancaman Fizikal Dan Sah

Modul 5 - Tindakan Mudah, Pulangan Lumayan

Bahasa Badan Interaksi Berhadapan Komunikasi Yang Positif Nada Suara Perbualan Melalui Telefon Modul 6 Mendapatkan Semula Pelanggan-

Pelanggan Sukar Meredakan Kemarahan Wujud Titik Persamaan Menetapkan Had Menangani Emosi-Emosi Anda Sendiri Modul 7 Kesimpulan

Pelan Tindakan Untuk Kecemerlangan Berterusan. Bagaimana Nak Sentiasa Untuk Memotivasikan Diri Pelanggan Selalu Betul Dalam Semua Perkara

Administrative Details

Date : 2-3 Oct 2013 (Wed-Thu) Time : 9.00 am 5.00 pm Venue : FMM Institute, Sungai Petani Fees : RM650.00 (Members); RM750.00 (Non-Members) Attendance is by prior registration only. Registration form must be completed and returned to FMM Institute by 25 Sept 2013 with correct payment by cheque made in favour of FMM INSTITUTE and crossed Account Payee Only. Payment by cash is acceptable during the day of registration. Registration is on first-come-first-served basis. Participant, who registered but did not attend, will be billed accordingly. For enquiries: Contact Meeza/ Hafifah at 04-4241079/4246431 or email hafifah@fmm.org.my/meeza@fmm.org.my CANCELLATION MUST BE IN WRITING TO FMM. There will be no refund for cancellation within 3 days prior to the program. 50% refund for cancellation between 4 - 5 days and full refund for cancellation 6 days prior to the program. No additional cost for replacement

PERKHIDMATAN PELANGGAN YANG CEMERLANG

9:00 am to 5:00pm 2-3 Oct 2013, Wed-Thu FMM Institute, Sungai Petani

REGISTRATION FORM

To : FMM Institute (Attn: Meeza/Hafifah) Fax: 04-4216876

Please register the following participants:

1. Name & Designation : ____________________________________________________________________________

2. Name & Designation : ____________________________________________________________________________

3. Name & Designation : ____________________________________________________________________________

4. Name & Designation : ____________________________________________________________________________

(Please attach separate list if space is insufficient)

Submitted by : ___________________________________________________________________________________

Designation : ___________________________________________________________________________________

Company : ___________________________________________________________________________________

Tel : ___________________________________________________________________________________

Fax : ___________________________________________________________________________________

Address : ___________________________________________________________________________________

Email : ___________________________________________________________________________________

Membership No. : ___________________________________________________________________________________

mailto:hafifah@fmm.org.my/meeza@fmm.org.my