Techniques And Ethics Telephone For Call Centre Agent (YOGYAKARTA)
Techniques and Ethics Telephone For Call Centre Agent (YOGYAKARTA)
Tanggal
6-7 November 2014
4-5 Desember 2014
Jam Pelaksanaan
08:00 – 16:00 WIB
Tempat
Hotel berbintang di Yogyakarta (Ibis Style, Horison Ultima Riss, Grand Zurry, dsb) & kota-kota lain sesuai permintaan peserta (dengan biaya yang berbeda)
Pembicara / Fasilitator
Dra. MC. Maryati, MM dan Team
(Pakar dalam bidang Sales and Marketing, akademisi dan sekaligus praktisi, yang telah berpengalaman dalam memberikan training & consulting pada organisasi/perusahaan milik pemerintah maupun swasta)
Harga
Rp 5.500.000,- (untuk setiap peserta).
Jika perusahaan mengutus lebih dari 3 (tiga) peserta, maka setiap peserta hanya membayar Rp 5.000.000,-
Materi
The call centre agents are critical factor for companies since they are the first contact to the company’s customer. The Excellent Telephone Techniques and Ethics training provide a comprehensive training program to the participants to increase service level performance and customer satisfaction
Objective :
- Understand the most common barrier to provide customer service by telephone and how to overcome it
- Understand “self-talk”
- Be aware of body language and impact
- Have learned the difference between listening and hearing
- Identify strength and weaknesses of their telephone styles
- Identify methods for diffusing customer anger
- Develop strategies to handle difficult customer
OUTLINE MATERI :
- Introduction
- Concept of High Quality Customer Service by Telephone
- Effective Communication Skill
- Winning Telephone techniques and etiquette
- Professional Telephone manner
- Customer Service enthusiasm
- Active Listening
- Complain Handling
- How to handle difficult customer
- Telephone closing
Wajib diikuti oleh
- Call Centre Agents,
- Customer Service Representative, anyone seeking to acquire the skills involved in these roles
