Master Guide Customer Service 2025
Topic Training :
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Basic Customer Service
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Telephone Customer Service
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Internal Customer Service
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Dealing With Difficult Customer
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Customer Centricity
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Customer Service Excellence
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Certified Customer Relationship Management
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Customer Retention and Loyalty
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Taking ownership & accountability
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Coaching Customer Service Skills
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Customer Experience Management
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Advanced Customer Service Skills
Taking ownership & accountability
Setelah berhasil menyelesaikan Pelatihan Taking Ownership & Accountability, peserta diharapkan akan mampu :
- Memahami pentingnya mengambil tanggung jawab dan rasa memiliki atas hidup diri sendiri.
- Menganalisi kondisi di masa lalu dimana Anda menghindari kesalahan dan mempertimbangkan dampak negatifnya.
- Dari kondisi tersebut, kembangkan pemahaman yang lebih mendalam tentang kekuatan yang muncul dari mengambil tanggung jawab.
- Mengenali sifat-sifat utama seorang pemimpin yang luar biasa dan menerapkan sifat utama seorang pemimpin dalam hidup Anda.
- Bekerjalah dengan struktur yang membantu untuk mengenali peluang untuk menerapkan rasa memiliki dan akuntabilitas.
- Memberikan inspirasi dan mendorong rekan kerja dan tim untuk mengambil tanggung jawab atas tugas.
- Mempelajari pelajaran dari hasil yang tidak berhasil dan mengembangkan rencana untuk menghindari kegagalan di masa mendatang.
- Mengenali cara-cara agar organisasi dapat beradaptasi pada strategi akuntabilitas yang lebih baik.
- Mengembangkan pola pikir belajar dan berkembang dan mendorong orang lain untuk melakukan hal yang sama.
- Membuang pikiran atau tindakan apapun yang dengan mentalitas playing victim  yang mungkin menghambat Anda untuk meraih kesuksesan.
Module 1 : Defining Ownership and Accountability
- What do we mean by Taking Ownership and Accountability?
- Why it is important for individuals?
- Why it is important for organisations?
- Analysing both positive and negative potential outcomes
- The importance of empowerment and responsibility
Module 2 : Improving Performance through Ownership and Accountability
- Benefits of personal ownership and accountability
- Benefits of corporate ownership and accountability
- How to inspire at a team level?
- How to develop on a personal level?
- The relationship between ownership and performance
Module 3 : Structuring Ownership and Accountability
- Understanding the relationship between ownership and goal setting
- Identifying the key stages of the accountability cycle
- Self-assessment and team dynamics
- Implementing effective systems for task allocation and prioritisation
- Building in contingency models and resolving conflict
Module 4 : Ownership and Accountability at a Personal Level
- Identifying existing victim mentality
- Removing blame and complaining
- Developing your leadership and influence styles
- Understanding and building resilience
- Encouraging and processing constructive feedback
Module 5 : Ownership and Accountability at a Team Level
- Implementing effective strategies for problem-solving and decision making
- The importance of successful delegation
- Tools and techniques to inspire and encourage accountability
- Fostering a culture of accountability within your team
- Encouraging and inspiring innovation and a growth mindset
Module 6 : Ownership and Accountability at a Corporate Level
- Identify key areas of opportunity
- Analyse examples of positive and negative potential outcomes
- The importance of brand image and reputation
- High-level conflict resolution
- How to create an environment of honest feedback and innovation
- Useful corporate strategies such as Kaizen
Module 7 : Wellbeing and Self-Development
- Key life coaching and NLP methods for personal development
- Undertaking a PSA (Personal Strength Analysis)
- Identifying and pursuing opportunities for growth and learning
- Developing mental models and frameworks for success
Module 8 : The Future of Ownership and Accountability
- What a fully accountable organisation looks like?
- How to align yourself with best practice as you move forward
- Develop and design your Ownership and Accountability Plan