Jakarta International Customer Service Institute (JICSI)

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Master Guide Customer Service 2025

Topic Training :

Telephone Customer Service

Program layanan pelanggan melalui telepon dapat melatih Anda untuk memahami pentingnya layanan pelanggan dan etika bertelepon. Program ini membahas cara membuat kesan pertama dan menunjukkan minat yang tulus untuk mendapatkan kepercayaan bahkan melalui telepon. Program ini berfokus dalam membangun kepercayaan diri dan meningkatkan keyakinan ketika menjawab telepon.
Setelah berhasil menyelesaikan Program Pelatihan Telephone Customer Service, peserta diharapkan akan mampu :

  • Berkomunikasi dengan pelanggan melalui telepon dengan lebih percaya diri
  • Membangun kesan pertama yang positif melalui telepon
  • Menunjukkan minat yang besar dalam membangun citra perwakilan layanan pelanggan yang suportif dan saling membantu
  • Mempelajari cara menunjukkan minat yang tulus dan memberikan layanan yang berkualitas melalui telepon
  • Menunjukkan citra diri yang profesional ketika berinteraksi melalui telepon
  • Menguasai nada suara yang profesional dan tenang yang membantu membangun kepercayaan
  • Mampu dengan tegas mengatakan Tidak ketika diminta berkomunikasi melalui telepon
  • Menangani pertanyaan dan belajar menjawab pertanyaan secara efektif melalui telepon
Module 1 : Know your customer and create the foundation
  • Know your customer
  • Understand the requirements of the customer over a phone call
  • Focus on skills required to be a good communicator
  • Lay the foundation of telephone customer service
  • Learn the pillars of customer service
Module 2 : Qualities required for a Good Telephone Interaction
  • Know the qualities required for a good telephone interaction with the customer
  • Check and assess the presence of the qualities
  • Learn Conversational language required in the telephone call
  • Learn how to begin the call
Module 3 : Communication Skills
  • Two Way Communication
  • Barriers to Communication
  • Types of Communication
  • Dealing with the distractions when communicating over a call
Module 4 : Listening Skills
  • Listen to understand
  • Know the different levels of listening Empathy
  • Learn to pause when required
Module 5 : Voice Modulation
  • Analyse the voice modulation requirement for the telephone call
  • Understand the qualities of a good voice call
  • Work on the Vocals
  • Develop positive energy in your voice and communicate with zest
Module 6 : Trust, Credibility, Respect
  • Demonstrate trust, credibility and respect with the way you speak
  • Respond and not react
  • Speak with facts and evidence
  • Put the customer at ease and have him trust you
Module 7 : Questioning
  • Learn effective questioning techniques
  • Understand the difference between open and closed ended questions
  • Learn to ask open ended questions
  • Learn to get further information by understanding their requirement
  • Understand the difference between gaining information and interrogation
  • Ask questions with the right tone
Module 8 : Deal with difficult customers
  • Learn to deal with different kind of customers over the call
  • Recognize the moods of the irate customer
  • Identify ways to respond to the irate and angry customer
  • Managing complaints and escalations
  • Escalating the call to the supervisor/management
Module 9 : Deal with the smaller aspects with bigger results
  • 4 Step Hold Procedure
  • Useful Telephone Aids
  • Managing dead air and requesting the customer to wait
  • Educating the customer on the possible solutions and give required information
  • Maintaining Transparency and Sign Posting
  • Transfer Procedure
  • Conferencing a call
  • Telephone Phonetics
Module 10 : Closing the Call
  • Follow-through
  • Sign the call
  • Summary and Action Plan
  • Arrange a Call back as per the requirement
  • Gratitude
  • Greeting