Jakarta International Customer Service Institute (JICSI)

Our Most Popular Training Program
General Customer Service

  • Modul 1 : Introduction to listening skills
  • Modul 2 : Stages of listening skills
  • Modul 3 : Listening Behavior & Models
  • Modul 4 : Types of Listening
  • Modul 5 : Listening with Emphaty
  • Modul 6 : Internal Barriers to Listening
  • Modul 7 : External Barriers to Listening
  • Modul 8 : Accents and Ethnicities
  • Modul 1 : Introduction to coaching skills
  • Modul 2 : Discussing essentials of coaching of customer service skills
  • Modul 3 : Developing conducive coaching environment
  • Modul 4 : Goal setting and assessing performance
  • Modul 5 : Dealing with dynamic and difficult customer situations
  • Modul 6 : Barriers to developing a trusting relationship
  • Modul 7 : Coaching with data
  • Modul 8 : Working on communication skills
  • Modul 9 : Challenges to coaching
  • Modul 10 : Essential coaching analytical skills
  • Modul 11 : Identifying challenges to delivering satisfying service
  • Modul 12 : Developing customer-centric culture in a team
  • Modul 1 : Know your customer and create the foundation
  • Modul 2 : Qualities required for a Good Telephone Interaction
  • Modul 3 : Communication Skills
  • Modul 4 : Listening Skills
  • Modul 5 : Voice Modulation
  • Modul 6 : Trust, Credibility, Respect
  • Modul 7 : Questioning
  • Modul 8 : Deal with difficult customers
  • Modul 9 : Deal with the smaller aspects with bigger results
  • Modul 10 : Closing the Call
  • Modul 1 : Know your customer and create the foundation
  • Modul 2 : Create a professional approach to interact with the customer
  • Modul 3 : Create a vision
  • Modul 4 : Listening Skills
  • Modul 5 : Communication Skills
  • Modul 6 : Body Language – Non-Verbal Communication
  • Modul 7 : Enhance the Customer Service Experience
  • Modul 8: Know your Personality Style
  • Modul 9 : Recognize the different kinds of complaints and resolve them
  • Modul 10 : Excel at Customer Service
  • Modul 1 : Know and understand your customer
  • Modul 2 : Measuring Loyalty
  • Modul 3 : Using the Data
  • Modul 4 : Understand why customers don’t stay
  • Modul 5 : Segment the Customer Base
  • Modul 6 : Listen to their requirements and what will make them happy
  • Modul 7 : Creating Customer Loyalty – 1
  • Modul 8 : Creating Customer Loyalty – 2
  • Modul 1 : Building the right attitude
  • Modul 2 : Build patience and resilience
  • Modul 3 : Create a partnership
  • Modul 4 : Thorough Knowledge and Facts
  • Modul 5 : Communicate Positively – Excel at Customer Service
  • Modul 6 : Read the customer language
  • Modul 7 : Proactiveness is appreciated
  • Modul 8: Know your and customer’s personality style
  • Modul 9 : Resolve Complaints and Escalations
  • Modul 10 : Know you are the brand
  • Modul 1 : Basic Concept of Customer Service
  • Modul 2 : Developing Relationship with Your Customer
  • Modul 3 : Customer Service in Different Organization
  • Modul 4 : Match Features & Benefit
  • Modul 5 : Communication Effectively
  • Modul 6 : Deliver Service Excellent Through Teamwork
  • Modul 7 : System For Delivering Service Excellent
  • Modul 8 : The Your Factor
  • Modul 1 : Introduction
  • Modul 2 : Build a road map
  • Modul 3 : Importance of the CRM
  • Modul 4 : Strategy & Planning
  • Modul 5 : Finalize the Tool
  • Modul 6 : CRM used in Customer Service
  • Modul 7 : CRM used in Sales & Marketing
  • Modul 8: Follow Through
  • Modul 1 : Customer Journey Mapping
  • Modul 2 : customer segmentation
  • Modul 3 : Customer Feedback Analysis
  • Modul 4 : Customer Service processes
  • Modul 1 :Communication
  • Modul 2 : Problem-solving & decision-making,
  • Modul 3 : Customer Relations
  • Modul 4 : Conflict Resolution
  • Modul 5 : Leadership
  • Modul 6 : Customer Service Policies and Procedures,
  • Modul 7 : Employee Motivation and Development
  • Modul 8 : Performance Management Techniques
  • Modul 9 : Team building strategies.
  • Modul 1 : Introduction to Customer Service
  • Modul 2 : Developing Communication
  • Modul 3 : Managing Customer Relationships
  • Modul 4 : Customer Service Skillset: Telephone Skills
  • Modul 5 : Customer Service through Internet and Social Media
  • Modul 6 : Measuring Customer Service
  • Modul 7 : Stress Management
  • Modul 8 : Developing Customer Service Team
  • Modul 1 : Why Service ?
  • Modul 2 : What is customer – focused service ?
  • Modul 3 : What Customer Want?
  • Modul 4 : Understanding Customer Expectation & Perceptions
  • Modul 5 : Moment of Truth
  • Modul 6 : Internal Partnership
  • Modul 7 : When Problem Occur… Service Recovery
  • Modul 8 : Enhanced & Align The Systems
  • Modul 1 :Why Healthcare Customer Service Is Different
  • Modul 2 : Giving Customers Undivited Attention
  • Modul 3 : Exhibiting Common Courtesy
  • Modul 4 : Letting People Know What’s Next and More
  • Modul 5 : Handling Difficult Situations and Challenging People
  • Modul 6 : Managing Stress
  • Modul 1 : Membangun Dasar Pemahaman Organisasi yang Berpusat
    pada Pelanggan (Customer-centric organization)
  • Modul 2 : Menciptakan Kepercayaan, Kredibilitas dan Rasa Percaya
  • Modul 3 : Membangun Perilaku yang Tepat
  • Modul 4 : Membangun Kerjasama
  • Modul 5 : Kemampuan Mendengarkan : Membangun Empati
  • Modul 6 : Kemampuan Berkomunikasi
  • Modul 7 : Bahasa Tubuh – Body Language-Non-Verbal Communication
  • Modul 8 : Membangun kesan dan Terkoneksi dengan pelanggan
  • Modul 9 : Membaca Bahasa Pelanggan
  • Modul 10 : Menyampaikan Ketidaksejuan dengan Cara yang Ramah 
  • Modul 11 : Proaktif dalam Mengapresiasi / Menghargai
  • Modul 12 : Meningkatkan Pengalaman Layanan Pelanggan 
  • Modul 13 : Menyelesaikan Keluhan Pelanggan dan Melakukan Eskalasi
  • Modul 14 : Menyajikan Layanan Pelanggan Prima
  • Modul 1 :Know the Internal Customer and Internal Customer Service
  • Modul 2 : Internal Customer Service Values
  • Modul 3 : Listening Skills: Generate Empathy
  • Modul 4 : Communication Skills
  • Modul 5 : Handling Emotions
  • Modul 6 : Agree to Disagree Amiably
  • Modul 7 : Body Language – Non-Verbal Communication 
  • Modul 8 : Responsibility and Responsiveness
  • Modul 9 : Handling Complaints
  • Modul 1 : Konsep dasar dalam melayani pelanggan
  • Modul 2 : Membangun hubungan yang baik dengan pelanggan
  • Modul 3 : Menanggapi Keluhan Pelanggan
  • Modul 4 : Berkomunikasi secara efektif kepada pelanggan
  • Modul 1 : The Power Of Public Speaking
  • Modul 2 : Persiapan Dalam Public Speaking
  • Modul 3 : Mengenali Audience Public Speaking
  • Modul 4 : Komunikasi dalam Public Speaking (PR/MC atau Pidato)
  • Modul 5 : Penampilan Diri Yang Elegant Dalam Public Speaking
  • Modul 6 : Praktek Individual
  • Modul 1 :Konsep Presentasi yang Baik
  • Modul 2 : Merancang Struktur Presentasi yang Baik
  • Modul 3 : Konsep Slide yang Visual & Efektif
  • Modul 4 : Meningkatkan Kepercayaan Diri dan Mental Positif dalam Presentasi
  • Modul 5 : Menguasai Aspek Utama Penyampaian Presentasi yang Meyakinkan
  • Modul 6 : Praktik Delivery Presentasi dengan Percaya Diri dan
    Meyakinkan
  • Modul Pendahuluan : Hubungan antara penjualan dan layanan pelanggan
  • Langkah Pertama : Pahami barang yang anda jual dan para pelanggan anda
  • Langkah Kedua : Menciptakan peluang
  • Langkah Ketiga : Mencocokkan kebutuhan pelanggan
  • Langkah Keempat : Tentukan tujuan dan selesaikan penjualan
  • Langkah Kelima : Layanan Purna Jual dan Tindak Lanjut
  • Modul 1 : Motivasi Pelanggan
  • Modul 2 : Kesan = Hasil
  • Modul 3 : Komunikasi Non-Verbal
  • Modul 4 : Bahasa yang Berpengaruh
  • Modul 5 : Interaksi dengan Intensitas Tinggi 
  • Modul 1 : Perkiraan Penjualan dalam Bisnis Ritel
  • Modul 2 : Perencanaan Penjualan dalam Bisnis Ritel
  • Modul 3 : Perencaan Sumber Daya
  • Modul 4 : Melakukan Perencanaan Penjualan
  • Modul 5 : Layanan Purna Jual dan Melakukan Tindak Lanjut
  • Modul 1 : Kemampuan Komunikasi – Komunikasi Verbal
  • Modul 2 : Kemampuan Komunikasi – Etika Bertelepon
  • Modul 3 : Kemampuan Komunikasi – Kemampuan mendengarkan
  • Modul 4 : Kemampuan Komunikasi – Komunikasi Non Verbal
  • Modul 5 : Kemampuan Menjual secara umum
  • Modul 6 : Mengatasi pelanggan yang merasa keberatan 
  • Modul 7 : Berhadapan dengan berbagai jenis pelanggan
  • Modul 1 : Strategi Menciptakan Pelanggan Loyal
  • Modul 2 : Membangun Relationship
  • Modul 3 : Database Pelanggan
  • Modul 4 : Value Proposition
  • Modul 5 : Loyality Program & Strategi 4R
  • Modul 6 : Implementasi CRM di Bisnis Client 
  • Modul 7 : Praktik / Workshop
  • Modul 1 : Understand different customers
  • Modul 2 : Create Trust Credibility & Respect
  • Modul 3 : Build the Right Attitude
  • Modul 4 : Stress Management
  • Modul 5 : Know your Personality Style
  • Modul 6 : Build Rapport and connect with the customer
  • Modul 7 : Listening Skills
  • Modul 8 : Communication Skills
  • Modul 9 : Body Language – Non-Verbal Communication
  • Modul 10 : Dealing with Difficult Customers
  • Modul 11 : Handling Customer Complaints
  • Modul 1 : Build Rapport and connect with your customer
  • Modul 2 : Customer Service Principles
  • Modul 3 : Create Trust Credibility & Respect
  • Modul 4 : Build the Right Attitude
  • Modul 5 : Develop Empathy
  • Modul 6 : Communication Skills
  • Modul 7 : Dealing with Customers complaints
  • Modul 8 : Handling Customer Complaints 
  • Modul 9 : Customer Centric – Resolve Customer
    Complaints Model 
  • Modul 1 : Introduction to Customer Service
  • Modul 2 : Developing Communication
  • Modul 3 : Managing Customer Relationships
  • Modul 4 : Customer Service Skillset: Telephone Skills
  • Modul 5 : Customer Service through Internet and Social
    Media
  • Modul 6 : Measuring Customer Service
  • Modul 7 : Stress Management
  • Modul 8 : Developing Customer Service Team
  • Modul 1 : Customer Service Values
  • Modul 2 : Is it Customer service vs sales or Customer Service & Sales
  • Modul 3 : Putting Customer First
  • Modul 4 : Art of Persuasion
  • Modul 5 : Outstanding Service
  • Modul 6 : Identify Buyer Motives to Close More Sales
  • Modul 7 : iCare for Sales Excellence
  • Modul 1 : Introduction to Customer Service Excellence
  • Modul 2 : Understanding Customer Needs and Expectations
  • Modul 3 : Developing Loyalty Programs
  • Modul 4 : Enhancing Customer Experience
  • Modul 5 : Developing Customer Service Strategy
  • Modul 6 : Elements of Customer Service Excellence
  • Modul 7 : Customer Need Research Methods
  • Modul 8 : Developing Service Excellence Culture
  • Modul 1 : Know and understand your customer
  • Modul 2 : Measuring Loyalty
  • Modul 3 : Using the Data
  • Modul 4 : Understand why customers don’t stay
  • Modul 5 : Segment the Customer Base
  • Modul 6 : Listen to their requirements and what will make them happy
  • Modul 7 : Creating Customer Loyalty – 1
  • Modul 8 : Creating Customer Loyalty – 2