Techniques And Ethics Telephone For Call Centre Agent (YOGYAKARTA) | Informasi Training Pelatihan Workshop

Techniques And Ethics Telephone For Call Centre Agent (YOGYAKARTA)

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 :

  1. Understand the most common barrier to provide customer service by telephone and how to overcome it
  2. Understand “self-talk”
  3. Be aware of body language and impact
  4. Have learned the difference between listening and hearing
  5. Identify strength and weaknesses of their telephone styles
  6. Identify methods for diffusing customer anger
  7. Develop strategies to handle difficult customer

OUTLINE MATERI :

  1. Introduction
  2. Concept of High Quality Customer Service by Telephone
  3. Effective Communication Skill
  4. Winning Telephone techniques and etiquette
  5. Professional Telephone manner
  6. Customer Service enthusiasm
  7. Active Listening
  8. Complain Handling
  9. How to handle difficult customer
  10. Telephone closing

Wajib diikuti oleh

  1. Call Centre Agents,
  2. Customer Service Representative, anyone seeking to acquire the skills involved in these roles
Jadwal Lainnya :   Program 5R untuk Produktifitas (JAKARTA)

 

 

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  7. Mohon tidak memesan tiket perjalanan / akomodasi penginapan sebelum ada kepastian training akan berjalan. Jika ada pertanyaan bisa menghubungi 085102495051 dan 08998121246
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