Silabus Training

In the realm of customer-centric industries, where the language of service is a cornerstone of success, the "English for Service Excellence" training program emerges as a transformative initiative. In today's competitive business landscape, organizations recognize that exceptional service is a differentiator that goes beyond mere transactions. The program is contextualized in an era where customers seek not just products or services, but memorable experiences of your company’s service. In this context, language becomes a powerful tool, influencing perceptions, building trust, and shaping the overall customer journey. The program acknowledges the pivotal role of language skills in creating a service environment that fosters customer loyalty and advocacy. This comprehensive program is meticulously crafted to elevate language skills essential for delivering exceptional service experiences. Recognizing the profound impact of language on customer interactions, the program is designed to empower service professionals with the linguistic prowess needed to create moments of delight, build lasting relationships, and embody service excellence. By the end of the program. participants will be able to comprehend outstanding verbal and non-verbal communication skills to promote service excellence.

Materi Bahasan

1. 1. Introduction to service excellence

   2. Customer-centric language proficiency: emphasizing empathy, active listening, and personalized communication

   3. Language focus: effective communication in various service channels

   4. Handling challenging interactions: promoting diplomacy, de-escalating tension, and managing complaints

   5. Language focus: cultural sensitivity in service language

   6. Language focus: language for upselling and cross-selling

   7. Personalized service language

Metode Training

• • Pembahasan konsep

  • Diskusi

  • Quiz.

Target Peserta

Sekretaris, resepsionis, asisten administrasi