Jakarta International Customer Service Institute (JICSI)

Master Guide Customer Service 2025

Advanced Customer Service Skills

Perusahaan yang menominasikan karyawannya untuk berpartisipasi dalam Program Pelatihan Advanced Customer Service Skills, dapat memperoleh manfaat  sebagai berikut :

  • Mendapatkan kepuasan pelanggan yang lebih besar
  • Meningkatkan keterampilan interpersonal customer service
  • Customer Service akan berfokus pada pendekatan yang lebih profesional dalam berhubungan dengan pelanggan
  • Berkurangnya keluhan dari pelanggan
  • Customer Service akan bertanggung jawab untuk bermitra dengan pelanggan dan menciptakan win-win solution
  • Organisasi akan dikenal karena bekerja lebih keras untuk mendukung pelanggan
  • Organisasi akan dikenal sebagai perusahaan yang ramah terhadap pelanggan
  • Organisasi akan dikenal karena memiliki sisi kemanusiaan
Module 1 : Building the right attitude
  • Create an attitude of willingness to help
  • Know that the customer is king
  • Build the foundation of customer service
  • Do not take it personally
  • The attitude of sincerity to help goes a long way
Module 2 : Build patience and resilience
  • Fundamental aspects of patience and resilience
  • Manage the anger of the customer
  • Empathize and be in their shoes
  • Be on the same side
Module 3 : Create a partnership
  • Fundamental aspects of patience and resilience
  • Manage the anger of the customer
  • Empathize and be in their shoes
  • Be on the same side
Module 4 : Thorough Knowledge and Facts
  • Have thorough knowledge of the product and service
  • Offer help if you don’t have the information
  • Facts supports and overpowers doubt
Module 5 : Communicate Positively – Excel at Customer Service
  • Use the 30 Sec rule
  • Persuade the customer by focusing on their needs
  • Create happy customers by using positive language
Module 6 : Read the customer language
  • Understand the information by customers body language
  • Listen for the cues
  • Act out immediately to deal with the situation
  • Showcase charisma and a cheerful personality
Module 7 : Proactiveness is appreciated
  • Manage your time
  • Set goals and work towards them
  • Have a goal focused approach
  • Proactively attend to the requirements of the customer
  • Pre-empt the surprises and plan for them
Module 8 : Know your and customer’s personality style
  • Understand that each one has a different personality and behaviour
  • Understand your own personality style
  • Know the personality styles of people around you and see how you can adapt
  • Work towards the interaction in a logical and pragmatic way
  • Recognize the different personalities and find out how to mould your behaviour to get the best out of the interaction
Module 9 : Resolve Complaints and Escalations
  • Use the learnings to resolve the complaints
  • Reduce the complaints and category of complaints
  • Handle escalations
  • Closing the interaction with the customer and send them happily
Module 10 : Know you are the brand
  • Showcase yourself as the brand
  • Talk to the customer basis their needs
  • Focus on cross-sell and upsell