TRAINING CUSTOMER SERVICE TELEPHONE SKILLS

November 2, 2018 admin SOFT SKILL 0

TRAINING CUSTOMER SERVICE TELEPHONE SKILLS

TRAINING CUSTOMER SERVICE TELEPHONE SKILLS

Pelatihan Customer Service Telephone Skills Di Jogja

DESKRIPSI

Training customer service telephone skills sangat penting karena dapat meningkatkan kualitas interaksi dengan pelanggan melalui telepon. Komunikasi yang efektif via telepon mampu menciptakan pengalaman yang lebih baik bagi pelanggan dan meningkatkan tingkat kepuasan. Dengan keterampilan ini, staf dapat memberikan solusi yang lebih cepat dan membangun hubungan yang lebih baik dengan pelanggan, yang pada gilirannya akan mendukung loyalitas pelanggan dan citra positif perusahaan. Pelatihan penjualan online ini memberikan materi berupa keterampilan komunikasi yang tepat kepada peserta dalam melayani pelanggan melalui telepon. Peserta pelatihan sales skills akan belajar bagaimana berbicara dengan percaya diri, mendengarkan dengan aktif, serta menyelesaikan masalah dengan cara yang efisien dan efektif. Training customer service skills ini juga mencakup cara mempertahankan sikap profesional selama interaksi telepon untuk meningkatkan kepuasan pelanggan dan mendukung reputasi perusahaan.

Training ini membahas mengenai selling skills dan tidak tuntas jika dipelajari dalam hitungan jam. Oleh karena itu, diperlukan waktu tersendiri dan bimbingan yang profesional.

 

MATERI

  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
  1. 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
  1. 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
  1. Time Management
    • * Adopt a practical process for managing appointments and tasks in a systematic and consistent way

 

SIAPA YANG DAPAT MENGIKUTI TRAINING INI?

  • Staf layanan pelanggan
  • Supervisor layanan pelanggan
  • Sales representative
  • Customer service manager
  • Call center agent

 

TRAINER PADA TRAINING INI

Instruktur yang berpengalaman dalam bidang komunikasi layanan pelanggan akan mengisi training for customer service.

 

JADWAL PELATIHAN 2025

  • BATCH 1 : 13-14 Januari 2025
  • BATCH 2 : 10-11 Februari 2025
  • BATCH 3 : 10-11 Maret 2025
  • BATCH 4 : 14-15 April 2025
  • BATCH 5 : 15-16 Mei 2025
  • BATCH 6 : 12-13 Juni 2025
  • BATCH 7 : 10-11 Juli 2025
  • BATCH 8 : 18-19 Agustus 2025
  • BATCH 9 : 17-18 September 2025
  • BATCH 10 : 16-17 Oktober 2025
  • BATCH 11 : 13-14 November 2025
  • BATCH 12 : 15-16 Desember 2025

Calon peserta dapat menyesuaikan jadwal tersebut sesuai dengan kebutuhan

 

 

LOKASI

  • Yogyakarta, Hotel Dafam Malioboro (6.000.000 IDR / participant)
  • Jakarta, Hotel Amaris Tendean (6.500.000 IDR / participant)
  • Bandung, Hotel Golden Flower (6.500.000 IDR / participant)
  • Bali, Hotel Ibis Kuta (7.500.000 IDR / participant)
  • Lombok, Hotel Jayakarta (7.500.000 IDR / participant)

 

 

INVESTASI

Investasi pelatihan tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.

Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

 

 

BENEFIT

  • Module / Handout
  • FREE Flashdisk
  • FREE Bag or bagpack (Tas Training)
  • Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
  • 2x Coffee Break & 1 Lunch
  • FREE Souvenir Exclusive

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