Communications Skills For Customer Service

Tanggal
Kamis, 31 Mei 2012

Jam Pelaksanaan
09.00 – 17.00 WIB

Tempat:
Graha Mustika Ratu Lt 6
Jln. Gatot Subroto Kav.74-75
Jakarta 12870

Pembicara / Fasilitator
Dra.Kussusanti MSi

Harga
RP. 1.400.000,-
nett/orang/program
include: handout materi, sertifikat, coffee break, 1x lunch
Diskon 10% untuk pendaftaran seminggu sebelum training ATAU Pendaftaran minimal 3 orang Rp. 1.100.000/orang.

Materi bahasan:

1. Pengertian Interpersonal Communications Skill
2. Powerfull listening
   • Kemauan mendengarkan (violition)
   • Memperhatikan (attending): active listening
   • Memahami (understanding): persepsi, hambatan untuk memahami, mengajukan pertanyaan
   • Mengingat (memory)
   • Memberi tanggapan (responding): memberi saran, defensive & supportive behaviour, memberi umpan balik (feedback)
3. Berkomunikasi secara lugas (assertiveness) kepada pelanggan
   • Perbedaan assertive, pasif, dan agresif
   • Menghargai (appreciation)
   • Mengajukan pertanyaan, Percaya diri, Memberi saran
   • Pilihan kata yang tepat
4. Keterampilan berkomunikasi dalam menghadapi keluhan pelanggan
5. Berkomunikasi dengan pelanggan melalui telepon.

Target peserta:
Petugas pelayanan pelanggan dan karyawan lain yang banyak/harus berkomunikasi dengan pelanggan.

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