TRAINING KETERAMPILAN TELEPON LAYANAN PELANGGAN
TRAINING COMMUNICATION SKILLS
Pembicara / Fasilitator
Carlina Agnes Patuwo
Experienced Professional Secretary and in Human Resource & Training
for 28 years in various multi-national companies. She has set up and
established PT. Choice Management Consultants. Currently Lina is an
acknowledged facilitator in the area of services, personality
development, personal branding, communication, secretarial, and
administrative skills since year 1999.
Materi “A Customer wants to talk about everything but his/her problem.
What do you do?”
WHO SHOULD ATTEND
People involved in communicating with ‘customers’ (from candidates to
clients, and beyond) will find this Workshop enhances their skills and
confidence in handling telephone communication.
BENEFITS
This Workshop is valuable to receptionists, resourcers, recruitment
consultants, and account managers who would like to increase their
effectiveness in information exchange, active listening, relationship
building, complaints handling, and generating greater customer
satisfaction.
CONTENTS
Communication Skills
* Understand the crucial role qualify customer service plays in
ensuring the company’s commercial success
* Discover the importance of creating a positive and professional
first impression on phone callers and visitors
* Discuss personal presentation and body language
* Consider the importance of vocal skills, and how to improve them
* Understand the benefits of asking questions in providing customer
service
* Investigate a variety of questioning styles to achieve specific
outcomes, including open, closed, theoretical, reflective and
‘alternatives’ questions
* Employ paraphrasing skills to ensure accuracy of understanding
* Develop listening skills, and look into what creates barriers to
our listening, and how to overcome these issues
* Identify behaviours for building rapport
Telephone Techniques
* Investigate and refine techniques for greeting and transferring
callers, and putting people on hold
* Discuss how to take messages, and what information is necessary
for maximum effectiveness
* Utilize guidelines for general telephone etiquette
Generating Customer Loyalty
* Realize the impact of word of mouth communication by dissatisfied
and delighted customers – the dangers and the opportunity for our
business
* Consider the “long-term value“ of the customer and therefore the
cost of poor customer service
* Understand it takes more than “satisfaction“ to generate customer
loyalty
* Consider the distinction between “service process“ and “service
outcome“, including tips on improving the customer’s experience of
both
* Identify the ‘impression points’ of your business, and how to
enhance them
* Consider the effects of meeting (and exceeding) customer
expectations
* Learn techniques for responding to customers’ complaints, upset or
anger, to ensure a positive outcome for the customer, and for you
* Recognize what is required for the perception of service
excellence
Time Management
* Adopt a practical process for managing appointments and tasks in a
systematic and consistent way
METHODOLOGY
As well as providing a theoretical grounding, the workshop will also
give the participants the opportunity to utilize and practice their
developing skills and competencies through activities and discussions
JADWAL TRAINING TAHUN 2026
03 – 04 Januari 2026 | 16 – 17 Januari 2026
06 – 07 Februari 2026 | 20 – 21 Februari 2026
05 – 06 Maret 2026 | 19 – 20 Maret 2026
03 – 04 April 2026 | 23 – 24 April 2026
07 – 08 Mei 2026 | 21 – 22 Mei 2026
05 – 06 Juni 2026 | 25 – 26 Juni 2026
09 – 10 Juli 2026 | 23 – 24 Juli 2026
06 – 07 Agustus 2026 | 20 – 21 Agustus 2026
04 – 05 September 2026 | 18 – 19 September 2026
08 – 09 Oktober 2026 | 22 – 23 Oktober 2026
06 – 07 November 2026 | 26 – 27 November 2026
04 – 05 Desember 2026 | 18 – 19 Desember 2026
Metode Training
- Tatap Muka/offline
- Online via zoom
Kota Penyelenggaraan jika offline :
- Bandung
- Jogjakarta
- Surabaya
- Jakarta
fasilitas yang didapatkan
- Training Kit Eksklusif
- Tas
- Name Tag
- Modul
- Flash disk
- Ballpoint
- Block Note
- Souvenir
- Harga yang Reliable
- Trainer Kompeten di bidangnya
- Pelayanan Maksimal untuk peserta
- Penjemputan dari dan ke bandara
Investasi :
Public training : Rp. 4.500.000 (minimum 3 pax)
In House Training : on Call
