Tanggal
12 January 2009
08.30 – 17.00

Tempat
Choice Learning Center
Room 1, 11th Floor, Suite 1106, Arthaloka Building
Jalan Jenderal Sudirman 2,
Jakarta 10220

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.

Harga
Rp. 1.250.000.- / person
10% discount for booking before 7 January 2009
(including training handout, certificate, lunch and 2xcoffee break)

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