TRAINING CUSTOMER SERVICE TELEPHONE SKILLS

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

1. Tatap Muka/offline
2. Online via zoom

Kota Penyelenggaraan jika offline :

1. Bandung
2. Jogjakarta
3. Surabaya
4. Jakarta

fasilitas yang didapatkan

1. Training Kit Eksklusif
   • Tas
   • Name Tag
   • Modul
   • Flash disk
   • Ballpoint
   • Block Note
   • Souvenir
2. Harga yang Reliable
3. Trainer Kompeten di bidangnya
4. Pelayanan Maksimal untuk peserta
5. Penjemputan dari dan ke bandara

Investasi :

Public training : Rp. 4.500.000 (minimum 3 pax)

In House Training : on Call