Customer Service Excellence: How to Win and Keep Customers

Customer Service Excellence: How to Win and Keep Customers Providing customer service excellence is what will keep your customers coming back. Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence. How You Will Benefit Deliver better, faster service and increase customer satisfaction through this customer service training Learn how to gain repeat business Know what customers expect Increase your credibility with customers—and your value to your organization Manage stressful situations more effectively Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem What You Will Cover The benefits of excellent service Focusing on customer service success How customer service creates revenue Why customer satisfaction is based on perceptions Focusing on customers’ top two expectations to save time and reduce stress Managing customer expectations by personality style Dealing with difficult customers Responding effectively to specific customer behaviors Who Should Attend Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs. Extended Training Description Learning Objectives Deliver Better, Faster Service Increase Customer Satisfaction Gain Repeat Business Increase Your Credibility with Customers—and Your Value to Your Organization Better Manage Stressful Situations The Benefits of Excellent Service Focus on Customer Service Success Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work Professionalism under Pressure Understand How Emotions Are Created Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure Use Body Language to Control Your Emotional State Honor Negative Emotions Positively Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover Internal Customer Service Identify Internal and External Customers Appreciate That Internal Service Is Just as Important as External Service Understand the Two Levels of Customer Service Have Influence over Issues You Can’t Control Managing Customer Expectations Appreciate That Customer Satisfaction Is Based on Perceptions Identify Your Customers’ Top Two Expectations Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations Managing Customer Expectations by Personality Style Understand Yourself and Your Own Personality Style Understand and Identify the Personality Styles of Others Avoid Taking Things Personally Expand Your Communication Skills to Get Along Easily with More Customers Personalized Listening Skills Build on Your Listening Strengths Reduce Your Listening Liabilities Identify Your Customer’s and Your Own Listening Style Create Rapport with Customers More Easily to Have More Influence Vocabulary, Telephone, and E-mail Appreciate the Power of Words Avoid Creating Negative Impressions with Words Use Persuasive Language Patterns Stand Out on the Telephone Write E-mail Quickly That Customers Will Read and Understand Dealing with Difficult Customers Recognize and Respond Effectively to Specific Customer Behaviors Understand the Physiology of Anger Listen to an Angry Customer So That They Calm Down Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Ir. Alexander Cyrus, M.Sc Schedule January 19 - 20, 2009 2 days Venue Santika Hotel Bogor Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com

Delegation Boot Camp

Delegation Boot Camp Do you have trouble with the delegation of work to others? Are you frequently putting in overtime? If so, you may be working harder but not smarter. This fast-paced, intensive one-day seminar gives you real-world practice in delegation strategies that will reduce your stress level, empower your staff and build morale. Put this delegation skills training to work for you to pinpoint the right task, the right time and the right person to help you maximize productivity for you and your team. How You Will Benefit Exhibit greater competence and confidence in assigning work and responsibilities Foster greater teamwork, cooperation and collaboration through clear delineation of roles and authority Prevent miscommunication when setting tasks and expectations Influence peers and team members to share your responsibilities Empower and motivate staff to handle more difficult assignments What You Will Cover The repercussion of poor delegation on performance and how to avoid common mistakes Delegation basics: what to assign, whom to select, when to start, how to maintain control and give feedback How to delegate to a group R-A-M-P-S: memory aid for effective delegation Communication issues, checkpoints and task-related support How to overcome reluctance, resistance and lack of motivation Delegating without authority: influencing strategies to persuade peers to take on additional responsibilities Setting success milestones Quality management and accountability Control and follow-up procedures (without micro-managing) How to recognize, reinforce and reward performance Practice, role-play, case studies and script analysis Who Should Attend Managers, supervisors, project managers and team leaders who have direct reports or who work in a team environment. Extended Training Description Learning Objectives Differentiate Between Effective and Ineffective Delegation List Five Types of Responsibilities Than can Be Delegated and Five That Cannot Identify the Three Types of Authority and Three Levels of Authority You Can Delegate List at Least Three Criteria for Picking the Right Person for Delegation Describe and Demonstrate the R-A-M-P-S© Process for Effective Delegation Describe Three Special Considerations for Delegating to a Group of People Describe How to Handle Your Reluctance to Delegate Describe How to Handle Resistance Describe How to Monitor Progress Appropriately Without Micromanaging Describe How to Provide Useful Coaching to Ensure Success Understanding Delegation Define Delegation Describe the Steps in the Delegation Progress List Three Reasons People Avoid Delegating List at Least Three Benefits of Delegating Differentiate Between Effective and Ineffective Delegation Assessing Opportunities and Candidates for Delegation List Five Types of Responsibilities Than Can Be Delegated and Five That Cannot Identify the Three Types of Authority and Three Levels of Authority That Can Be Delegated List at Least Three Criteria for Selecting Appropriate Candidates for Delegation Describe the Degree to Which You Are an Empowering Delegator Setting Expectations and Providing Support Describe How to Conduct a Delegation Meeting Describe the R-A-M-P-S© Delegation Memory Aid Identify Three Special Considerations for Delegating to a Group of People Describe How to Use a Delegation Matrix Describe How to Influence a Peer to Accept Delegation of a Task Handling Your Reluctance and Their Resistance Describe the Emotional Dimensions of Delegation Describe How to Handle Your Reluctance to Delegate Describe How to Handle Resistance to Your Efforts to Delegate Following Up Describe How to Monitor Progress Appropriately Without Micromanaging Describe How to Provide Useful Coaching to Keep Delegates on Track State How to Provide Recognition, Reinforcement, and Rewards Putting It All Together Describe How to Delegate Effectively Conduct a Delegation Meeting Using the R-A-M-P Delegation Memory Aid©   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Ir. Alexander Cyrus, M.Sc Schedule January 27-27, 2009 1 day Venue Santika Hotel Bogor Tuition Fee  Rp. 1.900.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com

Managing Emotions in the Workplace: Strategies for Success

Managing Emotions in the Workplace: Strategies for Success Understand how stress in the workplace affects your job performance—and learn practical techniques for managing emotions! Stress in the workplace is on the rise! As you face a larger workload, tighter deadlines and greater demands on personal time, you’re likely to find yourself in situations where you need help identifying and managing emotions in the workplace. How You Will Benefit Understand the connection between emotions and stress in the workplace Improve your skills at managing emotions in the workplace and maximizing work relationships Become more effective at managing emotions in the workplace through assertiveness communication skills Create less stress in the workplace by fostering work environments where emotional honesty and emotional energy are accepted Learn how to balance the physical, mental and emotional aspects of life Control your emotions when faced with stress in the workplace and achieve positive interaction in teams and work groups What You Will Cover Understanding Stress in the Workplace Identify common causes of stress in the workplace from personal experiences Categorize common symptoms Discern the difference between positive stress and negative stress in the workplace Determine your levels of personal and work-related stress Recognize the ways you may be contributing unintentionally to your own levels of stress in the workplace Identify aspects of your personal and professional lifestyles in relation to your management of emotional well-being A Closer Look at Feelings and Emotional Well-Being Define personal mastery and its impact on your work life Differentiate between the two groups of emotions to better understand how you are feeling and why Identify different feelings in the past, present and future Evaluate your emotional debt and discover ways to pay it off Analyze situations so that your emotions do not sabotage the results you want Recognize thoughts, feelings and behaviors associated with stressful situations Analyze behavior patterns associated with stressful events Communicating or Controlling? Balance or Ballistics? Use your mirror listening skills to understand how others are feeling Identify feelings and the reasons why people feel the way they do Recognize when to be assertive in interacting with others Construct assertive messages using the XYZ technique Rituals—Managing Emotions in the Workplace Identify rituals that presently exist in your life Classify rituals according to purpose Personal Action Plans—Putting It All Together Create a personal action plan to implement your learning back at work Who Should Attend Office staff, sales and customer service professionals, managers and supervisors and any employee who needs help managing emotions or stress in the workplace. Extended Training Description Learning Objectives Understand the Statistics on Job-Related Stress Consider How Perception Has a Direct Impact on Your Emotions, and Understand How to Modify Your Perceptions Analyze How Hurt, Loss, Anxiety, Anger, Guilt and Depression Trigger Emotional Arousal and Reactions Identify the Six Myths about Stress Examine the Difference between Stress in Type I and Type II Business Situations Make the Connection between Emotions and Workplace Stress Practice Hands-on Techniques to Keep from Being "Emotionally Hijacked" at Work Describe Key Characteristics of Emotional Health, Including How Feelings Work, How to Pay Off Emotional Debt, How to Recognize Where Your Defense Mechanisms Can Distort Your Perception, How Defense Mechanisms Work, and How to Create Emotional Peace of Mind Create Work Environments Where Emotional Honesty and Emotional Energy Are Accepted Use Emotional Feedback and Practical Intuition as a Tool to Be More Perceptive about Your Own Feelings and Those of Other Employees Combine Both "Head Level" and "Heart Level" Information to Make Better Quality Decisions Identify and Practice Assertive Communication Skills to Effectively Express Your Emotions and Use Assertive Messages Create Rituals to Remind Yourself How to Lower Stress and Better Manage Your Emotions by Balancing the Mental, Physical, Emotional and Spiritual Aspects of Life Create a Personal Action Plan That Includes Support from the Seminar Group after the Course Is Over Understanding More about Stress Identify Common Causes of Stress from Personal Experiences Interpret the Psychological and Physiological Effects of Stress Categorize Stressors and Common Symptoms, and Distinguish Acute Stress from Episodic Stress Discern the Difference between Positive Stress and Negative Stress Determine Your Levels of Personal and Work-Related Stress Recognize the Ways You May Be Unintentionally Contributing to Your Own Stress Levels through Perceptions of Excessive Demands Identify Aspects of Your Personal and Professional Lifestyles in Relation to Your Management of Emotional Well-Being Synthesize Your Personal Profile by Creating a Graphic Representation of the Interconnectedness of the Causes, Effects, and Personal Characteristics of Stress A Closer Look at Feelings and Emotional Well-Being Define Personal Mastery and Its Impact on Your Work Life Differentiate between the Two Groups of Emotions to Better Understand How You Are Feeling and Why Assess What You Are Feeling and Why You Are Feeling That Way Differentiate among Feelings in the Past, Present and Future Evaluate Your Emotional Debt and Discover Ways to Pay It Off Analyze Situations So That Your Emotions Do Not Sabotage the Results You Want Identify Thoughts, Feelings, and Behaviors Associated with Stressful Situations Analyze Behavior Patterns Associated with Stressful Events Assess the Discrepancies between the Magnitude of a Stressful Event and the Ramifications and/or Implications of the Results of the Event, Based on the Management of Your Emotions Communicating or Controlling? Balance or Ballistics Use Your Mirror Listening Skills to Understand How Others Are Feeling Identify Feelings and the Reasons Why People Feel the Way They Do Recognize When to Be Assertive in Interacting with Others Construct Assertive Messages Using the XYZ Technique Rituals—Managing Emotions and Stress Identify Rituals That Presently Exist in Your Life Classify Rituals According to the Purpose They Serve Create Meaningful Workplace Rituals Test Workplace Rituals against Real-Life Events Personal Action Plans—Putting It All Together Create a Personal Action Plan to Implement Your Learning Back at Work   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Schedule January 27-28, 2009 2 days Venue Novotel Hotel Bandung Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com

Purchasing and Supply Management

Purchasing and Supply Management Turn the purchasing department into a corporate profit center and improve your company’s financial picture. You must meet top management’s profit objectives…direct and coordinate your staff in every phase of purchasing operations…and be up to date on the latest information on EDI, vendor certification and the legal aspects that affect purchasing.This is the seminar that will help you do them all! How You Will Benefit Get aligned with your company’s business plan and know how your improvements are paying off Collaborate more effectively with suppliers Discover supplier performance measurement, qualification, certification, incentives and penalties that meet your objectives Make vendors an integral part of your team What You Will Cover Developing strategic alliances with suppliers Understanding economic indicators, true costs and pricing Modern strategies and best practices Managing the acquisition and contracting process Developing an effective supply management program Sample contracts and agreements Materials and transportation management Who Should Attend Senior buyers, purchasing agents, managers, directors, materials managers and executives who are responsible for supply management and purchasing. Extended Training Description Learning Objectives Get Aligned with Your Company’s Business Plan and Know Your Improvements Are Paying Off Collaborate More Effectively with Suppliers Discover Supplier Performance Measurement, Qualification, Certification, Incentives, and Penalties That Meet Your Objectives Make Suppliers an Integral Part of Your Team What Senior Management Expects from the Purchasing Function A Strategic Fit for Purchasing Proactive Image Cultivation Ten Sure Ways to Add Value Value-added Action Plan Development Internal Customer Satisfaction Surveys Organizational Structure and Staffing Issues 21st Century Purchasing Strategy, Planning, and Policies Strategic Planning for the Purchasing Manager Reactive and Proactive Purchasing Tasks and Activities Key Elements of Modern Purchasing Policies Strategic Implementation Planning Issues 21st Century Systems, Information Needs, and Reports Computerizing the Purchasing Process Paperless Purchasing and EDI Evaluation of the Purchasing Function’s Performance Performance Reports and Reporting Information Functional Responsibilities of the Purchasing Manager: Improved Purchasing Performance Strategic Responsibilities of the Purchasing Manager Benchmarking and Total Quality Management Reengineering and Purchasing Employee Selection, Qualification, Training, and Retention Rules for Personnel Handling, Job Descriptions, and Motivation Functional Responsibilities of the Purchasing Manager: Improved Supplier Performance The Supplier Qualification Process The Road to Improved Supplier Performance and Supplier Relations Supplier Total Quality Performance Measuring and Evaluating Supplier Performance Managing Suppliers with Incentives and Penalties New Approaches to Strategic Supply Management Purchasing’s Role in Just-in-Time Supplier Certification Definition and Purpose Supplier Partnering and Strategic Alliances Supplier Management Teams and Purchasing Councils Group or Consortium Purchasing Supplier Empowerment Concepts and Value Analysis The Principles of Purchasing Law The Basic Concepts of Purchasing Law Supplier Performance and the Uniform Commercial Code Warranties and Disclaimers Responses to Breaches of Contract Ethical Principles for the Buyer Managing the Contracting Process through Alternatives and Choices in Special Purchase Instruments and Strategies Types of Purchase Contracts and Their Applications Alternatives and Choices in Specialized Purchase Instruments Low Value Purchases and MRO Purchasing/Procurement Cards Services Contract and Administration Achieving Price Stability: Understanding Economics, True Costs, and Pricing Using Economics to Improve Bargaining Position Economic and Strategic Purchasing Supplier-Competitive Structure Assessment Target Costing Techniques and Tools Price and Cost Analysis Techniques Activity-based Costing and Purchasing 21st Century Purchasing Skills: Outsourcing and Suppliers Benefits of Outsourcing and Re-Sourcing The New Business Environment Re-Sourcing the Next Frontier Costs, Benefits, Assessment, and Key Issues Attributes of an Effective Outsourcing Provider Critical Success Factors in Successful Relationships Materials and Transportation Management and the Purchasing Function Selective Inventory Control and ABC Analysis Economic Order Quantity Formula MRP and JIT Ordering and Planning Philosophy Inbound Freight Control and Routing F.O.B. Domestic Common Terms of sales Freight Loss and Damage Claims Summary and Wrap-Up: Purchasing and Supply Management in the 21st Century and Global Village Traditional vs. 21st Century Paradigms Domestic vs. International Trade Differences International Commercial Terms of Sale (INCOTERMS) Payment Methods, Risk, and Hidden Costs of Sourcing Overseas   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Schedule January 27-30, 2009 4 days Venue Santika Hotel Bogor Tuition Fee  Rp. 6.100.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com