SERVICE EXCELLENCE FOR CALL CENTRE AGENTS

COURSE OUTLINE

Service Excellence in the Call Centre

• It’s all about people – customer needs and expectations
• Analysing service levels in the context of the customer
• Portrait of a Call Centre Agent
• The dimensions of service quality
• Evaluate your own customer service levels

Effective Communication – a Vital Tool for Excellent Client Service

• Channels of communication
• Improving your listening, questioning and explaining skills
• Essential assertiveness – improving confidence and self esteem
• Value and impact of communicating a positive image and attitude
• Shifting communication styles with different personality types
• Explore ways of dealing with different customer-types in all situations
• Handling conflict

Telephone Etiquette Principles

• Importance of answering the call promptly and professionally
• Greetings – answering the telephone according to organisational standards
• Positive language
• Weak words and expressions to avoid
• Closing conversations
• Voice – articulation and modulation
• Pronunciation – a word about accent
• The unloading rate of language
• Difficulty with other languages
• Top ten professional phrases for the telephone

Building Exceptional Client Service Relationships

• Client service and the concept of the ‘Moment of Truth’
• Reliability – getting it right first time
• Consistency and dependability – keeping promises
• Responsiveness, promptness – a sense of urgency

Dealing with customer Complaints

• Principles for handling the irate customer
• Managing conflict
• Solution vs. problem orientation
• Using the complaint to improve service

Wow! Service – Going the Extra Mile

• Adding value

A Way Forward

• Personal accountability
• Set personal goals for improvement

 

Kami memberikan alternatif Fasilitas atas Investasi anda dalam Program ini, diantaranya :

1. Sertifikat, Peralatan Training, USB, Souvenir, Lunch, Coffe Break, City Tour
2. Running minimal 2 Orang (Semarang, Jogja, Solo), Running minimal 3 Orang (Bandung, Jakarta), Running 4 Orang diperuntukan untuk daerah (Bali, Lombok, Manado, Balikpapan)
3. Kami menyediakan transportasi antar Jemput dari Stasiun/Bandara ke Tempat Pelatihan(Hotel) bagi perusahaan yang Running minim 2 Orang
4. Harga dilampirkan di Brosur Penawaran

Untuk daerah luar Kota Yogyakarta Harga Menyesuaikan.

Hotel Pilihan (Sementara) Bisa Menyesuaikan sesuai Kesepakatan.

1. Hotel Ibis Malioboro, Yogyakarta
2. Hotel Ibis, Solo
3. Hotel Ibis Simpang Lima Semarang
4. Hotel Fave, Balikpapan
5. The Santosa Villa and Resort, Lombok
6. Hotel Nagoya Plaza, Batam
7. Hotel Gino Ferruci, Bandung
8. Hotel Fave Pasar baru Jakarta, Jakarta
9. Hotel Santika Kuta, Bali
10. Hotel Aston, Manado
11. Hotel Santika Pandegiling, Surabaya

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Tambahan Informasi :

1. Silahkan tanyakan ketersediaan Tanggal dan Waktu dari jadwal training terbaru apabila anda tidak menemukan waktu yang sesuai dengan jadwal anda.

2. Training dapat disesuaikan dengan kebutuhan perusahaan jika dalam bentuk In-House Training. Silahkan baca ketentuan In-House Training diwebsite kami atau hubungi kami di Nomer Mobile untuk mendapatkan Fast Respon.

3. Silahkan mengisi Form Request Training di website kami untuk mendapatkan informasi tambahan yang belum ada, atau jika anda ingin menanyakan usulan materi sesuai kebutuhan perusahaan. Hubungi kami lewat email yang tertera atau Register disini!

4. Apabila telah menerima Silabus Training, Customer dapat Request Waktu Training yang diinginkan.

5. Informasi dan Data yang jelas akan memudahkan kami untuk segera merespon permintaan anda.

Customer Dapat Request Tempat, Waktu, serta Fasilitas Training. Silahkan Hubungi kami untuk Menerima Brosur Penawaran.