top of page
  • Fundamental of Oil & Gas Industry in Indonesia: Conceptual, Practice & Site Visits
    Fundamental of Oil & Gas Industry in Indonesia: Conceptual, Practice & Site Visits
    This course is aimed at non-technical and technical people who are new to the oil & gas industry with little or no knowledge of the industry particularly in the Indonesian context.
  • Treasury and Risk Management
    Treasury and Risk Management
    Multiple Dates
    Wed, Jul 24
    This course provides the mandatory foundation knowledge required to understand and run business processes for treasury and risk management.
  • HAZOP & SIMOP
    HAZOP & SIMOP
    Multiple Dates
    Wed, Jul 24
    This training is intended to provide knowledge and understanding of the study method of hazard and operability (HAZOPs) and Simultaneous Operations (SIMOPs) in facilities.
  • Petroleum Project Economics & Risk Analysis
    Petroleum Project Economics & Risk Analysis
    This course provides practical guidance in the application of the techniques of the economic analysis currently used in the oil & gas industry
  • Credit Risk Analysis
    Credit Risk Analysis
    Multiple Dates
    Thu, Jul 25
    This highly practical course has been specifically designed for candidates aspiring for a career in Commercial and Retail Finance, Credit Appraisal, Credit Monitoring, Credit Ratings, and Credit Strategy.
  • Cost Control and Cost Reduction in the Upstream PSC Business Activity
    Cost Control and Cost Reduction in the Upstream PSC Business Activity
    This training course will provide information, and tools to the participants on the urgency of good control-internal control has achieved reference that the company has run its operations effectively and efficiently per and in compliance with company procedures, PSC Agreement, BPMIGAS, etc.
  • Report Writing and Communication Skills for Auditors
    Report Writing and Communication Skills for Auditors
    The course has been designed to provide you and your teams with a strong and practical framework of report writing and communication skills. This training course will utilize a variety of proven learning techniques to ensure maximum understanding, comprehension, and retention of the information.
  • Budgeting and Business Planning
    Budgeting and Business Planning
    Multiple Dates
    Thu, Aug 01
    This course will provide not only the theoretical background but also the necessary skills to build world-class standards in your planning, budgeting, performance measurement, and reporting system.
  • Managing Warehouse in the Future
    Managing Warehouse in the Future
    Multiple Dates
    Thu, Aug 01
    This training course will examine how the effects of the Coronavirus will force us to manage, and think, differently about warehousing.
  • The AMDAL (Environmental Impact Assessment) for the Executives
    The AMDAL (Environmental Impact Assessment) for the Executives
    This course will show how an EIA is not just an assessment of the positive or negative impacts that a proposed project may have on the environment, but a process that identifies these potential effects and seeks to avoid, reduce, or offset any adverse effects through mitigation measures if possible.
  • PSC Accounting & Financial Aspect in Production Sharing Contract (PSC)
    PSC Accounting & Financial Aspect in Production Sharing Contract (PSC)
    This full 3 days training program provides concise and comprehensive learning modules on the application of POD, WP&B, and AFE in the upstream oil industry and all production-sharing contract aspects in Indonesia.
  • Process Safety Management (PSM)
    Process Safety Management (PSM)
    Multiple Dates
    Tue, Aug 06
    This training provides an in-depth study of each PSM element.
  • Competencies: Design, Development and Implementation
    Competencies: Design, Development and Implementation
    You will learn the key aspects of defining terminology related to competency systems, how to develop and refine your system, and finally, the key factors involved with implementing this into the organization as part of the culture.
  • Agile with Scrum Project Management
    Agile with Scrum Project Management
    Multiple Dates
    Tue, Aug 06
    This interactive and experiential workshop teaches you how to envision the project goal and develop a path toward delivering it. You will learn how to start with a roadmap, elaborate that into a product backlog, and break the work down into small observable slices at appropriate times.
  • Innovation Through Design: Think, Make, Break, Repeat
    Innovation Through Design: Think, Make, Break, Repeat
    Throughout the course, you will gain many insights that will enable you to develop a comprehensive understanding of design and the role it can and does play within the innovation landscape.
  • Problem Solving & Decision Making Skills
    Problem Solving & Decision Making Skills
    This course is ideal for those seeking new answers to old problems, and those in search of first-time solutions to major new problems.
  • Professional Presentations & Public Speaking
    Professional Presentations & Public Speaking
    This training is intended for both novices and seasoned professionals seeking to improve their communication, presentation, and public speaking skills. This workshop provides fun, dynamic, and engaging training fundamental to ultimate success and achievement.
  • Work Monitoring, Controlling Target & Detecting Issue
    Work Monitoring, Controlling Target & Detecting Issue
    Work monitoring, controlling targets, and detecting issues have an essential role in a company to ensure the success of the outcomes. Integrating these three aspects will create an effective and efficient working environment.

Our Upcoming Trainings

Customer Service Professional
Customer Service Professional

Thu, Aug 15

|

Indonesia

Customer Service Professional

At the end of the program, each participant will have the knowledge and understanding of customer service excellence, with which they develop the excellent service mentality required by them to gain high-quality performance when they deliver services to their customers.

Time & Location

1 more dates

Aug 15, 2024, 8:00 AM – Aug 16, 2024, 5:00 PM

Indonesia

About The Training

OVERVIEW

At the end of the program, each participant will have the knowledge and understanding of customer service excellence, with which they develop the excellent service mentality required by them to gain high-quality performance when they deliver services to their customers.

OBJECTIVES

The participant is expected to do the following:

  • Realize the importance of customer services, and how the service delivered meets or exceeds the customer’s expectation
  • Recognize the importance of becoming educated in the area of customer service.
  • Recognize the relationship between poor service and customer loyalty
  • Practice techniques for building relationships with customer
  • Calculate the time, financial, and quality impact of fixing a mistake
  • Successfully use the STARS approach to keeping valuable customers
  • Be flexible and creative in adapting to customers’ requests
  • Learn to deal effectively with irate and demanding customers
  • Understand how our service impacts business success
  • Understand the importance of HR qualities and competencies in enhancing customer service excellence

TARGET PARTICIPANTS

All individuals wishing to develop the Customer Service Excellence Leadership Competencies

COURSE CONTENTS

1. Basic Concept of Customer Service Excellence

  • Excellence means
  • Customer means
  • Service means

2. Service Excellence and the Principles

  • Evolution of Service
  • Who Are Your Customers?

3. Who Is Involved in the Service?

  • Three Important Aspects of the Service
  • Moments of Truth
  • Reasons Why Our Customers Move
  • In Search of Excellence
  • Your Cycle of Service
  • Why Is Providing Service Important?

4. Service Begins With You

  • The Power of Positive Thinking
  • Behavior Breeds Behavior
  • Looking at Self Talk
  • Remaining in Control
  • How You Communicate With Customers

5. Establishing Rapport

  • Ask Appropriate Questions
  • Seeing the Customer’s Point of View

6. Service Standards

  • Service Excellence: Providing Five-Star Service
  • Doing Things Right the First Time
  • Exceeding the Customer’s Expectation
  • Adapt to Customers’ Requests
  • Say No Effectively
  • Develop Successful Recovery Skills

7. Difficult Service Situations

  • The Indifferent Customer
  • Irate Customer Behavior
  • Demanding Customer behavior

8. Service Leadership

  • Service Formula
  • Service Leadership Competency: Communication and Behavior

Building Our Future: Our Service Tower

Perception Walk: Perception Point, Perception Mapping

Action Plan: A Commitment to Improve Service In Our Company

Share this Training

bottom of page