TRAINING FOR THE SERVICE TRAINER :” How to Facilitate Customer Service Training in Interesting Way “

23-25 March 2009

Hotel Ciputra, Jakarta 09.00am-05.00pm

Pembicara / Fasilitator
Cyltamia Irawan (Mia), is a professional facilitator in
service and communication subject for more than 10 years. Starting her career at Service Quality Center Indonesia (SQCI) when she did the role of a Training Consultant and Professional Trainer. In 1998 She joined Markplus & Co. and active as a Consultant and Trainer.

Currently Mia is a director of a human capital development company in Jakarta. Her clients are from wide range of business such as: Adira Finance, Artha Jasa, Aneka Tambang, Anugrah Argon Medika, Astra Credit Company, Asuransi wahana Tata, AXA Life Indonesia, Bank BTN, Bank BNI, Bank BNI Syariah, Bank BRI, Bank Central Asia, Bank Danamon, Bank Mandiri, Bank Permata, Bank Riau, Bank Universal, Charoen Pokphand Indonesia, Citigroup, Coca Cola Bottling Indonesia, Conoco Philips, Ericsson Indonesia, English First Indonesia, Excelcomindo, FIF, Frisian Flag, Gas Negara, General Motors, Indosat, JAS, LG Indonesia, MLC Life Indonesia, New Zealand Milk, PLN, Plaza Senayan, Pupuk Kaltim, RS Krakatau Medika, RS. Haji Jakarta, RS Pusat Pertamina, RS Pertamina Balikpapan, RS Siloam Graha Medika, Star Energy, Sucofindo, TAFS, TNT Indonesia, United Chemical Group, VICO Indonesia, Wahana Tata Insurance, WOM Finance


Sondang P. Rumapea was the Dean of Service Academy; Citibank NA. She was in charge for implementing a structured and systematic learning and development centre, focusing on service quality; conducting service coaching and monitoring for all service channels. Prior to this, she was a Training Consultant of Service Quality Indonesia, a subsidiary of Singapore Airlines for five years

Currently, she is a Professional Corporate Trainer; focus on Train-The-Trainer and Service Quality Mindset and Skills. Some of her clients are: British American Tobacco, Bank Central Asia, Bank Rakyat Indonesia, Bank Mega, Asuransi Astra Buana, Standard Chartered Bank, Bank Niaga, DBS Bank, BNI, Bank Danamon, Holcim Indonesia , Procon, PT. Wijaya Karya, PT. Arnotts Indonesia , Matahari Putra Prima, PAM Batam, Wartsila, Indomaret, Coffey International Development, Badan Perencanaan & Pembangunan Daerah (Bappeda) NTT and Medan , Indonesia -Australia Specialized Training Project

Sondang hold a Bachelor in Accounting from Faculty of Economics University of IndonesiaMaster of Science from Faculty of Psychology University of Indonesia


Irfan was a Training Consultant for Service Quality Centre Indonesia (SQCI) and a Training & Management Development Manager for TNT Express & Logistics Indonesia

Currently he is a Corporate Trainer Specialist focus on Presentation Skills, Training for Trainer and Service Excellence to many companies, such as HM. Sampoerna , Bank Indonesia, Oracle, Coca-Cola, Oracle, Bintang Tujuh, Nestle, Pertamina Hospital, Bank Mandiri, Conoco Philips, Telkomsel, Wartsila, UOB Buana,Bakrie Brothers, Adam Air and Yamaha Music Manufacturing, Indomaret and PT Wartsila

Irfan Prasatya hold Diploma in Training Methodology from International Training Center , International Labor Organization, Turin, Italy .

EARLY BIRD DISCOUNT Payment before 5 March 2009
Rp 3.000.000,-/ person

Normal :Rp 3.500.000/person
(include material, 2 times coffee break, lunch and certificate)

Training Outline
Day 1
Plan, Deliver and Evaluate your Service Training

* The Nature of Learning
* Planning your session, Deliverables and Environment
* Using your Voice, Expression and Body Language
* Maximizing your Training Aids
* Games, Energizers, Story Telling and Other Activities you can use
* Evaluate your Training Impact

Faciliators : Cyltamia & Irfan Prasatya

Day 2
Customer Service Module

* What and Why Service
* How Customer Value Our Service
* How To Communicate with Our Customer
* Handling Complaint Effectively
* Telephone Courtesy

Faciliators : Cyltamia & Irfan Prasatya

Day 3
Role Play and Feedback

* Opening your Training Session
* Giving Instruction on Training Activities
* Facilitating Technique
* Doing Linkage on Theory and Practice

Faciliators : Sondang Rumapea, Cyltamia & Irfan Prasatya

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  7. Mohon tidak memesan tiket perjalanan / akomodasi penginapan sebelum ada kepastian training akan berjalan. Jika ada pertanyaan bisa menghubungi 0851-0249-5051 dan 0899-812-1246
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