TRAINING KETERAMPILAN TELEPON LAYANAN PELANGGAN
TRAINING GENERATING CUSTOMER LOYALTY
Pembicara / Fasilitator
Carlina Agnes Patuwo
Experienced Professional Secretary and in Human Resource & Training
for 28 years in various multi-national companies. 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.
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
1. 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
2. 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
3. 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
4. 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 2023
17 – 18 Januari 2023
14 – 15 Februari 2023
20 – 21 Maret 2023
4 – 5 April 2023
16 – 17 Mei 2023
20 – 21 Juni 2023
17 – 18 Juli 2023
15 – 16 Agustus 2023
25 – 26 September 2023
17 – 18 Oktober 2023
21 – 22 November 2023
27 – 28 Desember 2023
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
