TRAINING DEVELOPING EFFECTIVE TELEPHONE SKILLS
PENGANTAR TRAINING EFFECTIVE TELEPHONE SKILLS
The telephone is the most familiar piece of technology in the workplace and it’s use is often taken for granted. It is the way we speak to most of our customers, the way relationships are forged or broken, and the way information is clearly or poorly relayed. The ability to communicate in a prompt, friendly, and professional manner is essential to creating the right impression and getting your message across. This course will enable participants to develop, or refresh the techniques, and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport, and dealing with difficult callers. Role-play will be used with real life examples to ensure the course is relevant and applicable.
PROGRAM TRAINING PROFESSIONAL PHONE ETIQUETTE
* Create the right impression of yourself and your company, and present an image of total customer care.
* Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
* Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
* Manage difficult and aggressive customers and resolve problems successfully.
* Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.
* Close calls by summarising outcomes and agreed actions with the caller and by recording details.
PROGRAM CONTENT TRAINING TELEPHONE COMMUNICATION TECHNIQUES
1. CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE
* UNDERSTANDING HOW CUSTOMERS FORM THEIR IMPRESSION
* FIRST AND LASTING IMPRESSIONS GETTING IT RIGHT
* HANDLING THE KEY STAGES OF THE CALL ACHIEVING SEAMLESS SERVICE
* SOUNDING PROFESSIONAL AND CONFIDENT
* WHAT NOT TO SAY AVOIDING THE IMAGE-WRECKERS
2. IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS
* DEVELOPING YOUR TELEPHONE VOICE
* TECHNIQUES TO AID CLEAR SPEAKING ARTICULATION, ASSIMILATION,RATE, PACE, INFLECTION
* SUPPORTIVE TECHNIQUES TO ENHANCE LISTENING SKILLS SHOWING EMPATHY AND CLARIFYING UNDERSTANDING
* EXAMINING TECHNIQUES BEING COURTEOUS, CLEAR, COLOURFUL, CONCISE, CONSISTENT, CORRECT AND COMMUNICATIVE
3. CONTROLLING THE TELEPHONE PROCESS CONFIDENTLY
* MAKING AND TAKING CALLS THE DO’S AND DON’TS
* BEING PREPARED AND BEGINNING THE CALL
* HOW TO SOUND CONFIDENT AND HELPFUL BUILDING RAPPORT
* DEALING WITH ENQUIRIES GETTING THE FACTS AND CONTROLLING THE CALL
* ENDING THE CALL
4. HANDLING PROBLEMS, UPSET CALLERS AND DIFFICULT CUSTOMERS
* DEVELOPING FLEXIBILITY HANDLING EVERY CALL EFFECTIVELY
* HANDLING COMPLAINTS AND DEMANDING CUSTOMERS MAINTAINING A POSITIVE APPROACH
* RESOLVING PROBLEMS IDENTIFYING A PROCESS
5. PERSONAL DEVELOPMENT PUTTING IT ALL TOGETHER
* INTEGRATING ATTITUDES AND BEHAVIOURS FOR EFFECTIVE TECHNIQUES
* REFINING YOUR TELEPHONE MANNER DEVELOPING A WELCOMING STYLE
* FORMULATING A PERSONAL ACTION PLAN
PESERTA TRAINING TELEPHONE COMMUNICATION TECHNIQUES OFFLINE JOGJA
Frontline staff, Receptionists, Telephonist, Customer Service and staff who need to excel their telephone service skills
METODE PELATIHAN TELEPHONE COMMUNICATION TECHNIQUES KUALA LUMPUR
Pelatihan yang diberikan dalam pelatihan berupa Teori, Diskusi, Praktek dan Studi Kasus. Kami juga terbuka untuk selalu menyesuaikan kebutuhan dan pelatihan yang dilaksanakan.
INSTRUKTUR PELATIHAN PROFESSIONAL PHONE ETIQUETTE BANDUNG
Instruktur yang mengajar pelatihan ini adalah instruktur yang berkompeten di bidangnya dengan baik, datang dari kalangan akademisi maupun praktisi. Kami sangat terbuka jika Anda ingin berkomunikasi terlebih dahulu tim trainer sehingga outline materi dapat disesuaikan dengan outcome kompetensi yang diharapkan.
Jadwal Diorama Training Tahun 2024
- Training Bulan Januari : 10-11 Januari 2024
- Training Bulan Februari : 7-8 Februari 2024
- Training Bulan Maret : 7-8 Maret 2024
- Training Bulan April : 18-19 April 2024
- Training Bulan Mei : 16-17 Mei 2024
- Training Bulan Juni : 6-7 Juni 2024
- Training Bulan Juli : 11-12 Juli 2024
- Training Bulan Agustus : 22-23 Agustus 2024
- Training Bulan September : 12-13 September 2024
- Training Bulan Oktober : 10-11 Oktober 2024
- Training Bulan November : 7-8 November 2024
- Training Bulan Desember : 5-6 Desember 2024
Catatan: Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta
LOKASI PELATIHAN IMPROVING PHONE INTERACTION SKILLS SURABAYA
- Yogyakarta, Hotel Dafam Malioboro (6.000.000 IDR / participant)
- Jakarta, Hotel Amaris Tendean (6.500.000 IDR / participant)
- Bandung, Hotel Golden Flower (6.500.000 IDR / participant)
- Bali, Hotel Ibis Kuta (7.500.000 IDR / participant)
- Lombok, Hotel Jayakarta (7.500.000 IDR / participant)
INVESTASI TRAINING IMPROVING PHONE INTERACTION SKILLS ONLINE BALI
- Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
Catatan: Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Benefit Apa Saja yang Didapatkan Peserta?
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
- FREE Transportasi Peserta ke tempat pelatihan
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or backpack (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2x Coffee Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
Materi, Lokasi dan Jadwal Pelatihan Bisa Berubah Sewaktu-waktu dan disesuaikan Dengan Kondisi Peserta, dimohon untuk Melakukan Konfirmasi untuk Segala Bentuk Perubahan, agar Tidak Terjadi Miskomunikasi.
