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TRAINING ONLINE CUSTOMER SERVICE TELEPHONE SKILLS

TRAINING ONLINE CUSTOMER SERVICE TELEPHONE SKILLS

TRAINING ONLINE CUSTOMER SERVICE TELEPHONE SKILLS

DESKRIPSI TRAINING ONLINE CUSTOMER SERVICE TELEPHONE SKILLS

Menimbang cukup kompleknya materi pelatihan GC ini bagi peserta, dibutuhkan training provider yang berpengalaman di bidangnya agar tidak membuat peserta tidak menjadi cepat bosan dan jenuh dalam mendalami bidang teknik ini.

TUJUAN TRAINING ONLINE CUSTOMER SERVICE TELEPHONE SKILLS

Dengan mengikuti pelatihan GC Peserta dapat berbagi pengetahuan / sharing knowledge mengenai GC dengan peserta dari perusahaan lain yang bergerak di bidang GC

MATERI pelatihan Keterampilan Telepon Layanan Pelanggan online Zoom

Studi Kasus / Praktek pemecahan masalah GC

METODE pelatihan Telephone Techniques online Zoom

Metode Training GC dapat menggunakan fasilitas training zoom atau training online, dan bisa juga training offline atau training tatap muka.

INSTRUKTUR pelatihan Generating Customer Loyalty online Zoom

Instruktur yang mengajar pelatihan GC ini adalah instruktur yang berkompeten di bidang GC baik dari kalangan akademisi maupun praktisi.

PESERTA

Peserta yang dapat mengikuti training GC ini adalah staff sdm atau karyawan yang ingin mendalami bidang GC

Karena kompleksnya pelatihan ini, maka dibutuhkan pendalaman yang lebih komprehensif melalui sebuah training. Dan menjadi sebuah kebutuhan akan training provider yang berpengalaman di bidangnya agar tidak membuat peserta menjadi cepat bosan dan jenuh.

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 Pelatihan Transindo Tahun 2023:

• 14 – 16 Februari 2023
• 15 – 17 Mei 2023
• 14 – 16 Agustus 2023
• 7 – 9 November 2023

Lokasi pelatihan:

• Yogyakarta, Hotel Neo Malioboro
• Jakarta, Hotel Amaris Tendean
• Bandung, Hotel Neo Dipatiukur
• Bali, Hotel Ibis Kuta
• Surabaya, Hotel Amaris, Ibis Style
• Lombok, Sentosa Resort
• Online Training, Via Zoom
• In House Training

Fasilitas :

• FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
• FREE Akomodasi Peserta ke tempat pelatihan
• Module / Handout
• FREE Flashdisk
• Sertifikat
• FREE Bag or bagpackers (Tas Training)
• Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
• 2xCoffe Break & 1 Lunch, Dinner
• FREE Souvenir Exclusive
• Training room full AC and Multimedia