A One-Day Workshop
Customer Service Telephone Skills
DATE AND TIME
22 March 2010
08.30 - 17.00
VENUE
Choice Learning Center
11th Floor, Suite 1108 Arthaloka Building
Jl. Jend. Sudirman 2, Jakarta 10220
INVESTMENT FEE
Rp. 1,250,000.- / person.
Rp. 1,000,000,- / person for 2 persons or more
Maximum 10 participants in 1 class
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.
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
FACILITATOR
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.
For further information, outline details and registration, please call:
CHOICE MANAGEMENT CONSULTANTS
Linda / Suhadi
(T) +6221 251-1460, 251-1462, 251--1462
(F) +6221 251-1459
(E) training@choice-mc.com; linda@choice-mc.com; suhadi@choice-mc.com
Regards,
Lina Patuwo
Choice Management Consultants
Arthaloka Building, 11th Fl, Suite 1107-1108
(T) +6221-2511460-62 (F) +6221-2511459
(M) +62-8161815907
(E) lina@choice-mc.com
(W) www.choice-mc.com
Mission "To help others to see the best in themselves"
Customer Service Telephone Skills
DATE AND TIME
22 March 2010
08.30 - 17.00
VENUE
Choice Learning Center
11th Floor, Suite 1108 Arthaloka Building
Jl. Jend. Sudirman 2, Jakarta 10220
INVESTMENT FEE
Rp. 1,250,000.- / person.
Rp. 1,000,000,- / person for 2 persons or more
Maximum 10 participants in 1 class
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.
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
FACILITATOR
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.
For further information, outline details and registration, please call:
CHOICE MANAGEMENT CONSULTANTS
Linda / Suhadi
(T) +6221 251-1460, 251-1462, 251--1462
(F) +6221 251-1459
(E) training@choice-mc.com; linda@choice-mc.com; suhadi@choice-mc.com
Regards,
Lina Patuwo
Choice Management Consultants
Arthaloka Building, 11th Fl, Suite 1107-1108
(T) +6221-2511460-62 (F) +6221-2511459
(M) +62-8161815907
(E) lina@choice-mc.com
(W) www.choice-mc.com
Mission "To help others to see the best in themselves"
