Techniques And Ethics Telephone For Call Centre Agent
Techniques And Ethics Telephone For Call Centre Agent
Jakarta | 19 – 20 Januari 2012 | Rp. 3.500.000,-
Jakarta | 04 – 05 April 2012 | Rp. 3.500.000,-
Jakarta | 10 – 11 Juli 2012 | Rp. 3.500.000,-
Jakarta | 04 – 05 Oktober 2012 | Rp. 3.500.000,-
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
Training Objective :
By the end of this course, participants will:
- 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
Training Method:
Skills are extensively practised during the workshop so that the participants are ready to implement new directed behaviour on their return to work.
Outline
- 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
Who should attend ?
Call Centre Agents, Customer Service Representative, anyone seeking to acquire the skills involved in these roles.
Trainer
Yanthi Budiono / Iwan Kumara / Karya Bakti
Para Professional yang memiliki pengalaman lebih dari 15 tahun dibidangnya masing-masing. Dengan berbagai jabatan yang pernah dipegang antara lain : Operational Director, Training & People Development Manager, Training Manager, Head of waste water treatment facility, Finance Director, Financial Planning Manager, Sales Manager, HR Direktur, dll. dan pernah bekerja di perusahaan multinasional maupun organisasi internasional seperti Astra International, The National Conservation – US Based NGO, dll) serta lulusan dari universitas terkemuka dari dalam dan luar negeri
Investasi
Rp. 3.500.000,-
(termasuk materi hand-out dan CD modul, 2x coffee break, makan siang dan sertifikat)
Tempat : Hotel atau Business Building di Jakarta
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Popularity: 1% [?]
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