Customer Service Telephone Skills

Customer Service Telephone Skills

Tanggal
22 Maret 2010

Jam Pelaksanaan
08.30 – 17.00 WIB

Tempat
Arthaloka Building 11th Floor, Suite 1108
Jl. Jenderal Sudirman 2
Jakarta 10220

Pembicara / Fasilitator
Carlina Agnes Patuwo
Lina holds a bachelor degree of secretarial science of Tarakanita Academy in Jakarta.  After 28 years experience in Secretarial, Human Resources, Training, Management and Consultancy fields, Lina decided to concentrate in management consulting business. She set up and established her own business, PT. CHOICE MANAGEMENT CONSULTANTS in year 2005. Currently, Lina is an acknowledged facilitator in the area of personal effectiveness, services, communication skills, management development, recruitment, HR and Training, secretarial and office administration, public speaking, and personal branding since year 1999.

Harga
Rp. 1,250,000.- / person.
Rp. 1,000,000,- / person for 2 persons or more
Maximum 10 participants in 1 class

This training is valuable to receptionists, front-liners, telephone operators, recruitment consultants, and others who would like to increase their effectiveness in information exchange, active listening, relationship building, complaints handling, and generating greater customer satisfaction.

COURSE 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

WHO SHOULD ATTEND
People involved in communicating with ‘customers’ (from candidates to clients, and beyond) will find this training enhances their skills and confidence in handling telephone communication.