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- pick up phone 4 scnd
- clear voice
- smiling voice
- verification
CALL MANAGEMENT
- menyebut nama pelanggan 3x min
- tenang tidak terpancing customer
- gunakan bahasa profesional EYD
- empati
- yakin dan profesional
- tidak menyela pembicaraan pelanggan
PROBLEM ANALISIS
- mendengar masalah pelanggan
- memberikan pertanyaan yang akan membentu mendapatkan jawaban dari pelanggan
- membuat kesimpulan dari hasil percakapan sebelumnya
TROUBLE SHOOTING
- memaksimalkan tools
- menyelesaikan permasalahan cust, bantu eskalasi FU ke tim terkait
- info lengkap dan akurat
- kenyamanan, keyakinan, keamanan transaksi
- info dapat dimengerti diterima dan membantu cust
CLOSING
- memasttikan kebutuhan cust
- salam penutup
==============================================
COMMUNICATION SKILLS
- komunikasi adalah pengiriman dan penerimaan pesan antara 2 orang atau lebih sehingga pesan dapat di pahami
COMMUNICATION FLOW
1. pengirim informasi
2. penerima informasi
3. feedback
TYPE OF LISTENING
1. passive listening
- menerima bunyi
- tidak ada proses pemahaman
- tidak perlu mengingat
- tidak ada feedback
2. inferential listening
- hanya mendengar percakapan singkat
- mendengar bag tertentu saja(tidak keseluruhan)
- memahami informasi melalui struktur kalimat dan intonasi
- memungkinkan jawaban yang nanti akan diperoleh bisa jadi dari pengulangan seluruh kata yang diucapkan
3. active listening
- perhatikan dan konsentrasi
- konsentraqsi terhadap informasi yang disampaikan
- rasa ingin tahu dan welcome terhadap info
- pemahaman dan analisa thdp yang disampaikan
ACTIVE LISTENING AS A PROFESIONAL
1. REFLECTING
2. PROBING
3. KLARIFIKASI
4. MENEGASKAN KEMBALI
==========================================
ACCURATE
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