Silabus Training

In the fast-paced world of customer service and communication, proficiency in the English language is a foundational skill for call center officers. As businesses increasingly operate on a global scale, the ability to communicate effectively in English has become a critical aspect of providing outstanding customer service. Recognizing this need, the English for Call Center Officer Training Program has been developed to empower individuals with the linguistic and communication skills necessary for success in the dynamic field of customer support. This training will be a general call center officer training which covers materials of handling complaints, explaining procedures, and following up updates through telephone conversation. By the end of this program, participants will be able to deliver an exceptional service excellence through telephone conversations by utilizing professional voice tone, effective problem solving, and active listening. 

Materi Bahasan

1. 1. Introduction to call center operations

   2. Language focus: effective communication tone, pitch, and pronunciation

   3. Language focus: comprehensive writing skills for email, chat, and other written interactions

   4. Call handling and etiquette

   5. Handling difficult situations

   6. Soft skills development: time management, multitasking, and organizational skills 

Metode Training

• • Pembahasan konsep

  • Diskusi

  • Quiz.

Target Peserta

Sekretaris, resepsionis, asisten administrasi