TRAINING CUSTOMER SERVICE TELEPHONE SKILLS
Training Keterampilan Telepon Layanan Pelanggan
Training Telephone Techniques
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 customer service telephone skills terbaru :
Jadwal Pelatihan Galeri Training Tahun 2025 :
- Batch 1 : 7 – 8 Januari 2026
- Batch 2 : 11 – 12 Februari 2026
- Batch 3 : 4 – 5 Maret 2026
- Batch 4 : 8 – 9 April 2026
- Batch 5 : 6 – 7 Mei 2026
- Batch 6 : 10 – 11 Juni 2026
- Batch 7 : 8 – 9 Juli 2026
- Batch 8 : 5 – 6 Agustus 2026
- Batch 9 : 9 – 10 September 2026
- Batch 10 : 14 – 15 Oktober 2026
- Batch 11 : 4 – 5 November 2026
- Batch 12 : 2 – 3 Desember 2026
peserta minimum 2 (dua) peserta terpenuhi.
Biaya dan Lokasi training keterampilan telepon layanan pelanggan terbaru :
Lokasi :
Jakarta : Hotel Amaris Kemang, Amaris Tendean,Trinity Hotel, Ibis Budget.
Bandung : Hotel Santika, Hay Hotel,Ibis Style, Novotel Hotel, Golden Flower Hotel, 1O1 Hotel, Grand Tjokro Hotel, Tune Hotel, Four Point by Sheraton Hotel .
Yogyakarta : Hotel NEO+ Awana, Cordela Hotel,Ibis Style, Boutique Hotel, Cavinton Hotel, Mutiara Hotel, Dafam Malioboro Hotel, Prima Inn Hotel .
Surabaya : Novotel Hotel, Ibis Center Hotel, HARRIS Hotel, Favehotel, Alana Hotel .
Malang : Amaris Hotel, The 1O1 Hotel, Ibis Style Hotel, El Hotel, Whiz Prime Hotel .
Bali : Ibis Kuta, Fontana Hotel, HARRIS Hotel & Conventions .
Lombok : Favehotel, Novotel Lombok, D Praya Hotel .
Catatan : Biaya diatas belum termasuk akomodasi/penginapan.
Investasi training telephone techniques murah :
Investasi pelatihan selama tiga hari 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.
Fasilitas training generating customer loyalty murah :
1. FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
2. FREE Akomodasi Peserta ke tempat pelatihan .
3. Module / Handout training keterampilan telepon layanan pelanggan terupdate .
4. FREE Flashdisk .
5. Sertifikat training customer service telephone skills terupdate .
6. FREE Bag or bagpackers (Tas Training) .
7. Training Kit (Dokumentasi photo, Blocknote, ATK, etc) training telephone techniques terbaru .
8. 2xCoffe Break & 1 Lunch, Dinner.
9. Souvenir .
