Effective Customer Service

Foster & Bridge Indonesia
Foster & Bridge IndonesiaFoster & Bridge Indonesia
Effective
Customer Service
2 Days (14 Contact Hours)
WWW.FOSTERANDBRIDGEINDONESIA.COM
Effective
Customer Service
Every company & organization strives and promises excellent customer experience to their existing and potential customers. No one
would argue that without its customers or clients no organization may exist in the first place. It is their mission. It is their reason for
existence. Any organizations who fail in providing good customer experience will never be the leader in their market. They will only be
losing their share as old and new competitors gain more.
FOSTER & BRIDGE INDONESIA
About The Program
Every company & organization strives and promises excellent customer experience
to their existing and potential customers. No one would argue that without its customers or clients
no organization may exist in the first place. It is their mission. It is their reason for existence. Any
organizations who fail in providing good customer experience will never be the leader in their
market. They will only be losing their share as old and new competitors gain more.
Yet the awareness and spirit in providing better customer service are not always there. There are
still organizations who struggle to build such customer-oriented culture.
This Customer Service training program tries to address the above issue. It will help participants in
understanding the importance of customer service approach whilst at the same time practices its
principles in real world scenario
The Program Objectives
• Understand and practice a customer service approach
• Understand how one’s behavior can affect others
• Build confidence and skill to solve problems
• Practice the techniques in dealing with difficult customers or situations
• Practice the technique in dealing with stress
• Develop plan in continuously building better customer service experience
EFFECTIVE
CUSTOMER SERVICE - 2 DAYS
FOSTER & BRIDGE INDONESIA
FOSTER & BRIDGE INDONESIA
This program is highly recommended for
YOU
Who Should Attend
EFFECTIVE CUSTOMER SERVICE - 2 DAYS
Any employees who need to be aware and to build customer service mindset & knowledge
• What is Customer Service?
• Who Are Your Customers?
• Meeting Expectations of Your Customers
• Customer Service Standard
• Communication Skills
(empathy, body language, asking questions, and
listening)
• Telephone Techniques
• Dealing with Difficult Callers
• Dealing with Challenges Assertively
• Dealing with Difficult People
• Dealing with Conflict
• Be a Problem Solver
• Steps to Customer Problem Solving
• Measuring Customer Service
• Reinforcing Customer Service Focus
• Dealing with Stress
WHAT YOU WILL LEARN
Effective
Customer Service
FOSTER & BRIDGE INDONESIA
Through active participation, mini
presentation, group discussion,
experience- sharing, fun related games
and quiz, personal and group work
exercises, presentation and evaluation.
Participants will actively involve in
exploring discoveries and implementing
the principles of powerful presentation.
30% - Lecture / Theory
40% - Exercises / Role Playing
30% - Discussion
How We
Deliver The
Program
EFFECTIVE
CUSTOMER SERVICE - 2 DAYS
FOSTER & BRIDGE INDONESIA
How To Register
EFFECTIVE
CUSTOMER SERVICE - 2 DAYS
• Fill the registration form
• Send it back by email to: program@fosterandbridgeindonesia.com
1. REGISTER THE PARTICIPANT
• We will contact you for registration confirmation
• We will run the training if the minimum number of participant is achieved
2. CONFIRMATION
• Once the class is confirmed to run, please complete the payment, and
• Make the transfer to:
BCA. AC/No. 523.500.8855
Formasi Bina Interaksi
3. PAYMENT
FOSTER & BRIDGE INDONESIA
ABOUT
FOSTER & BRIDGE
INDONESIA
Foster & Bridge Indonesia is part of Formasi Accoladia Group
that focuses on the professional development business in
Indonesia. We are supported by highly qualified
professionals in Training & Development and T&D
Management fields. We are also supported and professional
facilitating team with actual hands-on working experiences
in their respective fields.
Our Business Group
FOSTER & BRIDGE INDONESIA
NURTURING | ELEVATING | CONNECTING
ENERGY & UTILITIES TECHNOLOGYFINANCE & BANKING
OUR CLIENTS’ BUSINESSES
B2B SERVICES HEALTHCARETRANSPORTATION
EDUCATION CONSUMER GOODSMANUFACTURING
TELECOMMUNICATION OTHERNON-PROFIT
FOSTER & BRIDGE INDONESIA
OUR EXPERIENCES
Since our launching in Indonesia, 4 years ago, we have worked together with hundreds of professionals and HR/Training Partners from
countless national and multinationals organizations. Thank you for all of your trust to work with us. We will not let you down.
ABM Investama, Tbk
Aero System Indonesia
Altus Logistics
Amway Indonesia
Asuransi Bintang
Asuransi Jiwa Generali
Indonesia
Asphalt Bangun Sarana
Australian Embassy Jakarta
Bahana Pembinaan Usaha
Indonesia (Persero)
Bank ANZ Indonesia
Bank BCA Syariah
Bank CIMB Niaga
Bank Commonwealth
Bank BTPN
Bank Maybank Syariah
Bank Mega
Bank QNB Kesawan
BASF Indonesia
Becton Dickinson Indonesia Ltd
Berlian Sistem Informasi
Bauer Pratama Indonesia
Carl Zeiss
Chandra Asri Petrochemical,
Tbk.
Cipta Kridatama
Cantika Puspa Pesona
Canvas Development
Cedefindo
Citarasa Prima Group
Clariant Adsorbent Indonesia
Daya Adicipta Mustika – Daya
Group
East Jakarta Industrial Park
Eastspring Investment
EATIKI (Qraved)
FMC Health & Nutrition
Farpoint
Freeport Mc-MoRan Inc.
Fortune Indonesia
Givaudan Indonesia
GrabTaxi Indonesia
Gemalto Smart Cards
HERO Supermarket, Tbk
Hitek Nusantara Off Shore
ICBC Indonesia
Indesso Niagatama
Indonesian International
Education Foundation (IIEF)
Indosat Ooredoo, Tbk
Integrated Healthcare
Indonesia, Tbk
International Recovery
Ivo Mas Tunggal – Sinarmas
Group
Jakarta Centre for Law
Enforcement
Cooperation(JCLEC)
Jakarta International Container
Terminal (JICT)
Jardine Lloyd Thompson
JAPFA Foundation
JasAero Engineering
ServicesJasa Marga (Persero)
JLC Sourcing & Services Ltd.
Indonesia
K-Swiss International
Manufacturing Ltd, Indonesia
Kaltim Prima Coal
Kawi Agung Kencana
KBC Advanced Technologies –
Singapore
Kiroyan Partners
Kreasiboga Primatama
Kompas Gramedia
Lexus Indonesia
Martina Berto, Tbk. – Martha
Tilaar Group
Metrodata Electronics, Tbk
Oracle Indonesia
OCBC NISP
Petra Energy
Putera Sampoerna Foundation
Rabobank Indonesia
Rafless Medika Indonesia
Rajawali Corporation
Sandvik SMC
School of Government and
Public Policy
Shelf Drilling
Syngenta Indonesia
Solusindo Kreasi Pratama –
Tower Bersama
SWA Magazine
Syailendra Asia
Sun Education Group
Takeda Indonesia
Tetra Pak Stainless Equipment
TOTAL E&P Indonesie
Triputra Group
Universitas Siswa Bangsa
International
UNFPA (United Nations
Population Fund)
USG Boral
Vale Indonesia
VivaStor Techno Logica
FOSTER & BRIDGE INDONESIA
We continuously expand our program
offerings. Any programs that will
nurture, elevate, and connect
professionals with better outcomes.
COMPREHENSIVE PROGRAM OPTIONS
We carefully selected our facilitating
team with our own unique criteria to
ensure quality program delivery and
client experience in any of our programs.
PROFESSIONAL & QUALIFIED FACILITATORS
Our business is focused on T&D
programs only. We dedicate our lives
on this professional development
field only. No side businesses.
SPECIALIST IN TRAINING & DEVELOPMENT
We build our own elearning system to
ensure your learning journey
continues long after our class.
We truly believe that our programs are
more than our classroom delivery. It goes
beyond that. An experience of itself.
Our team are dedicated professionals
in T&D management field. We are very
passionate in T&D & Learning fields.
ELEARNING SUPPORTED FRIENDLY STAFFS & LEARNING EXPERIENCEPROFESSIONAL TEAM & MANAGEMENT
WHY US?
FOSTER & BRIDGE INDONESIA
We at Foster & Bridge Indonesia understand that your
Learning journey does not stop at our classroom. It
goes beyond that and you need to access all of your
training materials at anytime, anywhere you need them.
Our My-Leaps system is specifically designed to cater
this very need. After your class with us, you are
automatically signed up for 12 months access to your
free-of-charge My-Leaps account.
You can access the softcopy of your training materials,
forms, and templates used in your class. You can
access more additional materials, videos, and also your
class photos! Easy. Simple. And Free!
Yes, we do have our own eLearning system
MY-LEAPS ELEARNING SYSTEM
FOSTER & BRIDGE INDONESIA
Our My-Leaps system is
accessible using various
tools. Mobile. Laptop, etc.
ANY GADGETS READYADDITIONAL VIDEOS
Your My-Leaps account is
ready anytime and anywhere
you need it.
24/7 - ALL YEAR ACCESS
Our system enables our
clients to set up internal tests
or certification. Interested?
INTERNAL TEST READY
You can access them
anytime you need them. No
more USB drive at class.
TRAINING MATERIALS
Never lose your training data
& materials. We manage
them well.
REPOSITORY SYSTEM
Relive your class experience
with us. Stay connected with
all of your classmates.
CLASS PHOTOS
Test your understanding on
the materials or other
interesting subjects.
QUIZZES & TESTS
We curated additional videos
that will enrich your
knowledge & understanding.
MY-LEAPS SUPPORTS
FOSTER & BRIDGE INDONESIA
OUR CLASS GALLERY
FOSTER & BRIDGE INDONESIA
OUR CLASS GALLERY
FOSTER & BRIDGE INDONESIA
Get Connected
@fosterandbridgeid
Contact our team to discuss your upcoming development
programs. Our team is ready to help and to work with you.
Foster & Bridge Indonesia
Foster & Bridge Indonesia
http://www.fosterandbridgeindonesia.com
Menara Palma 12th Fl. Jl. HR Rasuna Said Kav.6
putri @ fosterandbridgeindonesia.com
+62 21 2939 1228
Menara Palma 12th Fl.
Jl. HR Rasuna Said Kav. 6
Jakarta Selatan 12950
MARKETING OFFICE
Kota Kasablanka Tower A 38th Fl.
Jl. Casablanca Raya Kav. 88
Jakarta 12870
BUSINESS GROUP OFFICE
FOSTER & BRIDGE INDONESIAImages by 123RF Photo Stock
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Effective Customer Service

  • 1. Effective Customer Service 2 Days (14 Contact Hours) WWW.FOSTERANDBRIDGEINDONESIA.COM
  • 2. Effective Customer Service Every company & organization strives and promises excellent customer experience to their existing and potential customers. No one would argue that without its customers or clients no organization may exist in the first place. It is their mission. It is their reason for existence. Any organizations who fail in providing good customer experience will never be the leader in their market. They will only be losing their share as old and new competitors gain more. FOSTER & BRIDGE INDONESIA
  • 3. About The Program Every company & organization strives and promises excellent customer experience to their existing and potential customers. No one would argue that without its customers or clients no organization may exist in the first place. It is their mission. It is their reason for existence. Any organizations who fail in providing good customer experience will never be the leader in their market. They will only be losing their share as old and new competitors gain more. Yet the awareness and spirit in providing better customer service are not always there. There are still organizations who struggle to build such customer-oriented culture. This Customer Service training program tries to address the above issue. It will help participants in understanding the importance of customer service approach whilst at the same time practices its principles in real world scenario The Program Objectives • Understand and practice a customer service approach • Understand how one’s behavior can affect others • Build confidence and skill to solve problems • Practice the techniques in dealing with difficult customers or situations • Practice the technique in dealing with stress • Develop plan in continuously building better customer service experience EFFECTIVE CUSTOMER SERVICE - 2 DAYS FOSTER & BRIDGE INDONESIA
  • 4. FOSTER & BRIDGE INDONESIA This program is highly recommended for YOU Who Should Attend EFFECTIVE CUSTOMER SERVICE - 2 DAYS Any employees who need to be aware and to build customer service mindset & knowledge
  • 5. • What is Customer Service? • Who Are Your Customers? • Meeting Expectations of Your Customers • Customer Service Standard • Communication Skills (empathy, body language, asking questions, and listening) • Telephone Techniques • Dealing with Difficult Callers • Dealing with Challenges Assertively • Dealing with Difficult People • Dealing with Conflict • Be a Problem Solver • Steps to Customer Problem Solving • Measuring Customer Service • Reinforcing Customer Service Focus • Dealing with Stress WHAT YOU WILL LEARN Effective Customer Service FOSTER & BRIDGE INDONESIA
  • 6. Through active participation, mini presentation, group discussion, experience- sharing, fun related games and quiz, personal and group work exercises, presentation and evaluation. Participants will actively involve in exploring discoveries and implementing the principles of powerful presentation. 30% - Lecture / Theory 40% - Exercises / Role Playing 30% - Discussion How We Deliver The Program EFFECTIVE CUSTOMER SERVICE - 2 DAYS FOSTER & BRIDGE INDONESIA
  • 7. How To Register EFFECTIVE CUSTOMER SERVICE - 2 DAYS • Fill the registration form • Send it back by email to: program@fosterandbridgeindonesia.com 1. REGISTER THE PARTICIPANT • We will contact you for registration confirmation • We will run the training if the minimum number of participant is achieved 2. CONFIRMATION • Once the class is confirmed to run, please complete the payment, and • Make the transfer to: BCA. AC/No. 523.500.8855 Formasi Bina Interaksi 3. PAYMENT FOSTER & BRIDGE INDONESIA
  • 8. ABOUT FOSTER & BRIDGE INDONESIA Foster & Bridge Indonesia is part of Formasi Accoladia Group that focuses on the professional development business in Indonesia. We are supported by highly qualified professionals in Training & Development and T&D Management fields. We are also supported and professional facilitating team with actual hands-on working experiences in their respective fields. Our Business Group FOSTER & BRIDGE INDONESIA NURTURING | ELEVATING | CONNECTING
  • 9. ENERGY & UTILITIES TECHNOLOGYFINANCE & BANKING OUR CLIENTS’ BUSINESSES B2B SERVICES HEALTHCARETRANSPORTATION EDUCATION CONSUMER GOODSMANUFACTURING TELECOMMUNICATION OTHERNON-PROFIT FOSTER & BRIDGE INDONESIA
  • 10. OUR EXPERIENCES Since our launching in Indonesia, 4 years ago, we have worked together with hundreds of professionals and HR/Training Partners from countless national and multinationals organizations. Thank you for all of your trust to work with us. We will not let you down. ABM Investama, Tbk Aero System Indonesia Altus Logistics Amway Indonesia Asuransi Bintang Asuransi Jiwa Generali Indonesia Asphalt Bangun Sarana Australian Embassy Jakarta Bahana Pembinaan Usaha Indonesia (Persero) Bank ANZ Indonesia Bank BCA Syariah Bank CIMB Niaga Bank Commonwealth Bank BTPN Bank Maybank Syariah Bank Mega Bank QNB Kesawan BASF Indonesia Becton Dickinson Indonesia Ltd Berlian Sistem Informasi Bauer Pratama Indonesia Carl Zeiss Chandra Asri Petrochemical, Tbk. Cipta Kridatama Cantika Puspa Pesona Canvas Development Cedefindo Citarasa Prima Group Clariant Adsorbent Indonesia Daya Adicipta Mustika – Daya Group East Jakarta Industrial Park Eastspring Investment EATIKI (Qraved) FMC Health & Nutrition Farpoint Freeport Mc-MoRan Inc. Fortune Indonesia Givaudan Indonesia GrabTaxi Indonesia Gemalto Smart Cards HERO Supermarket, Tbk Hitek Nusantara Off Shore ICBC Indonesia Indesso Niagatama Indonesian International Education Foundation (IIEF) Indosat Ooredoo, Tbk Integrated Healthcare Indonesia, Tbk International Recovery Ivo Mas Tunggal – Sinarmas Group Jakarta Centre for Law Enforcement Cooperation(JCLEC) Jakarta International Container Terminal (JICT) Jardine Lloyd Thompson JAPFA Foundation JasAero Engineering ServicesJasa Marga (Persero) JLC Sourcing & Services Ltd. Indonesia K-Swiss International Manufacturing Ltd, Indonesia Kaltim Prima Coal Kawi Agung Kencana KBC Advanced Technologies – Singapore Kiroyan Partners Kreasiboga Primatama Kompas Gramedia Lexus Indonesia Martina Berto, Tbk. – Martha Tilaar Group Metrodata Electronics, Tbk Oracle Indonesia OCBC NISP Petra Energy Putera Sampoerna Foundation Rabobank Indonesia Rafless Medika Indonesia Rajawali Corporation Sandvik SMC School of Government and Public Policy Shelf Drilling Syngenta Indonesia Solusindo Kreasi Pratama – Tower Bersama SWA Magazine Syailendra Asia Sun Education Group Takeda Indonesia Tetra Pak Stainless Equipment TOTAL E&P Indonesie Triputra Group Universitas Siswa Bangsa International UNFPA (United Nations Population Fund) USG Boral Vale Indonesia VivaStor Techno Logica FOSTER & BRIDGE INDONESIA
  • 11. We continuously expand our program offerings. Any programs that will nurture, elevate, and connect professionals with better outcomes. COMPREHENSIVE PROGRAM OPTIONS We carefully selected our facilitating team with our own unique criteria to ensure quality program delivery and client experience in any of our programs. PROFESSIONAL & QUALIFIED FACILITATORS Our business is focused on T&D programs only. We dedicate our lives on this professional development field only. No side businesses. SPECIALIST IN TRAINING & DEVELOPMENT We build our own elearning system to ensure your learning journey continues long after our class. We truly believe that our programs are more than our classroom delivery. It goes beyond that. An experience of itself. Our team are dedicated professionals in T&D management field. We are very passionate in T&D & Learning fields. ELEARNING SUPPORTED FRIENDLY STAFFS & LEARNING EXPERIENCEPROFESSIONAL TEAM & MANAGEMENT WHY US? FOSTER & BRIDGE INDONESIA
  • 12. We at Foster & Bridge Indonesia understand that your Learning journey does not stop at our classroom. It goes beyond that and you need to access all of your training materials at anytime, anywhere you need them. Our My-Leaps system is specifically designed to cater this very need. After your class with us, you are automatically signed up for 12 months access to your free-of-charge My-Leaps account. You can access the softcopy of your training materials, forms, and templates used in your class. You can access more additional materials, videos, and also your class photos! Easy. Simple. And Free! Yes, we do have our own eLearning system MY-LEAPS ELEARNING SYSTEM FOSTER & BRIDGE INDONESIA
  • 13. Our My-Leaps system is accessible using various tools. Mobile. Laptop, etc. ANY GADGETS READYADDITIONAL VIDEOS Your My-Leaps account is ready anytime and anywhere you need it. 24/7 - ALL YEAR ACCESS Our system enables our clients to set up internal tests or certification. Interested? INTERNAL TEST READY You can access them anytime you need them. No more USB drive at class. TRAINING MATERIALS Never lose your training data & materials. We manage them well. REPOSITORY SYSTEM Relive your class experience with us. Stay connected with all of your classmates. CLASS PHOTOS Test your understanding on the materials or other interesting subjects. QUIZZES & TESTS We curated additional videos that will enrich your knowledge & understanding. MY-LEAPS SUPPORTS FOSTER & BRIDGE INDONESIA
  • 14. OUR CLASS GALLERY FOSTER & BRIDGE INDONESIA
  • 15. OUR CLASS GALLERY FOSTER & BRIDGE INDONESIA
  • 16. Get Connected @fosterandbridgeid Contact our team to discuss your upcoming development programs. Our team is ready to help and to work with you. Foster & Bridge Indonesia Foster & Bridge Indonesia http://www.fosterandbridgeindonesia.com Menara Palma 12th Fl. Jl. HR Rasuna Said Kav.6 putri @ fosterandbridgeindonesia.com +62 21 2939 1228 Menara Palma 12th Fl. Jl. HR Rasuna Said Kav. 6 Jakarta Selatan 12950 MARKETING OFFICE Kota Kasablanka Tower A 38th Fl. Jl. Casablanca Raya Kav. 88 Jakarta 12870 BUSINESS GROUP OFFICE FOSTER & BRIDGE INDONESIAImages by 123RF Photo Stock