Telephone Courtesy For Excellent Customer ExperienceC re a t ing C u s to m e r E x pe r ie nc e F ro m T h e M o m e nt W e L i f t T h e P h o ne 2 D a ys ( 1 4 C o nta c t H o u rs )

W W W . F O S T E R A N D B R I D G E I N D O N E S I A . C O M

Telephone Courtesy For Excellent Customer ExperienceC re a t ing C u s to m e r E x pe r ie nc e F ro m T h e M o m e nt W e L i f t T h e P h o neTelephone is still considered as primary source of communication by many people, in addition to texting and emails. Professionalism as well as social skills aptitude can be easily reflected during telephone calls, especially calls with proper etiquette and procedures for speaking with someone in the other line.

F O S T E R & B R I D G E I N D O N E S I A

About The ProgramIn this electronic age with fast growing text-based communication, it is easy to

forget that a simple telephone etiquette is still important. Telephone is still

considered as primary source of communication by many people, in addition to

texting and emails. Professionalism as well as social skills aptitude can be easily

reflected during telephone calls, especially calls with proper etiquette and

procedures for speaking with someone in the other line.

This workshop will help professionals in planning and implementing

knowledge on making a phone call that will result an excellent customer

experience. A smooth phone call process encapsulates good intonation,

proper choice of words, and challenges during the phone call. To create

and to manage an excellent customer experience sustainable synergy

and supports to the implemented and future changes needed for our

sustainability and existence.

T e l e p h o n e C o u r t e s y F o r E x c e l l e n t C u s t o m e r E x p e r i e n c e - 2 DAYS

F O S T E R & B R I D G E I N D O N E S I A

This program is highly recommended for

Any Professionals

Who want to create excellent customer experience and engagement in their organization

Who Should AttendT e l e p h o n e C o u r t e s y F o r E x c e l l e n t C u s t o m e r E x p e r i e n c e – 2 DAYS

F O S T E R & B R I D G E I N D O N E S I A

• Understanding the aspects of telephone etiquette

• Understanding the proper phone language

• Eliminating phone distractions

• Receiving inbound phone calls

• Making outbound phone calls

• Handling rude/angry callers

• Managing objections

• Learning the art of negotiations

• Making the service follow-up calls

WHAT YOU WILL LEARN - PART 1

Telephone Courtesy For Excellent Customer ExperienceC r e a t i n g C u s t o m e r E x p e r i e n c e F r o m T h e M o m e n t W e L i f t T h e P h o n e

F O S T E R & B R I D G E I N D O N E S I A

• Asking questions

• Methods on training employees

• Correcting poor telephone etiquettes

• Closing the conversation

• Understanding customer

• Managing customer’s perception

• Understanding organization standard

• Providing added service

WHAT YOU WILL LEARN – PART 2

Telephone Courtesy For Excellent Customer ExperienceCreat ing Customer Exper ience From The Moment We L i f t The Phone F O S T E R & B R I D G E I N D O N E S I A

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 Playing30% - Discussion

How WeDeliver TheProgram

COACHING & COUNSELINGFOR MANAGERS & TEAM LEADERS - 2 DAYS

F O S T E R & B R I D G E I N D O N E S I A

How To Register

CHANGE MANAGEMENTFOR PROFESS IONALS - 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. 523.500.8855Formasi Bina Interaksi

3. PAYMENT

F O S T E R & B R I D G E I N D O N E S I A

ABOUTFOSTER & BRIDGE

INDONESIAFoster & 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

F O S T E R & B R I D G E I N D O N E S I A

NURTURING | ELEVATING | CONNECTING

ENERGY & UTILITIES TECHNOLOGYFINANCE & BANKING

OUR CLIENTS’ BUSINESSES

B2B SERVICES HEALTHCARETRANSPORTATION

EDUCATION CONSUMER GOODSMANUFACTURING

TELECOMMUNICATION OTHERNON-PROFIT

F O S T E R & B R I D G E I N D O N E S I A

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, TbkAero System IndonesiaAltus LogisticsAmway IndonesiaAsuransi BintangAsuransi Jiwa Generali IndonesiaAsphalt Bangun SaranaAustralian Embassy JakartaBahana Pembinaan Usaha Indonesia (Persero)Bank ANZ IndonesiaBank BCA SyariahBank CIMB NiagaBank CommonwealthBank BTPNBank Maybank SyariahBank MegaBank QNB KesawanBASF IndonesiaBecton Dickinson Indonesia Ltd

Berlian Sistem InformasiBauer Pratama IndonesiaCarl ZeissChandra Asri Petrochemical, Tbk.Cipta KridatamaCantika Puspa PesonaCanvas DevelopmentCedefindoCitarasa Prima GroupClariant Adsorbent IndonesiaDaya Adicipta Mustika – DayaGroupEast Jakarta Industrial ParkEastspring InvestmentEATIKI (Qraved)FMC Health & NutritionFarpointFreeport Mc-MoRan Inc.Fortune IndonesiaGivaudan Indonesia

GrabTaxi IndonesiaGemalto Smart CardsHERO Supermarket, TbkHitek Nusantara Off ShoreICBC IndonesiaIndesso NiagatamaIndonesian International Education Foundation (IIEF)Indosat Ooredoo, TbkIntegrated Healthcare Indonesia, TbkInternational RecoveryIvo Mas Tunggal – SinarmasGroupJakarta Centre for Law Enforcement Cooperation(JCLEC)Jakarta International Container Terminal (JICT)Jardine Lloyd ThompsonJAPFA FoundationJasAero Engineering ServicesJasa Marga (Persero)

JLC Sourcing & Services Ltd. IndonesiaK-Swiss International Manufacturing Ltd, IndonesiaKaltim Prima CoalKawi Agung KencanaKBC Advanced Technologies –SingaporeKiroyan PartnersKreasiboga PrimatamaKompas GramediaLexus IndonesiaMartina Berto, Tbk. – Martha Tilaar GroupMetrodata Electronics, TbkOracle IndonesiaOCBC NISPPetra EnergyPutera Sampoerna FoundationRabobank IndonesiaRafless Medika IndonesiaRajawali Corporation

Sandvik SMCSchool of Government and Public PolicyShelf DrillingSyngenta IndonesiaSolusindo Kreasi Pratama –Tower BersamaSWA MagazineSyailendra AsiaSun Education GroupTakeda IndonesiaTetra Pak Stainless EquipmentTOTAL E&P IndonesieTriputra GroupUniversitas Siswa BangsaInternationalUNFPA (United Nations Population Fund)USG BoralVale IndonesiaVivaStor Techno Logica

F O S T E R & B R I D G E I N D O N E S I A

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?

F O S T E R & B R I D G E I N D O N E S I A

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

F O S T E R & B R I D G E I N D O N E S I A

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

F O S T E R & B R I D G E I N D O N E S I A

OUR CLASS GALLERY

F O S T E R & B R I D G E I N D O N E S I A

OUR CLASS GALLERY

F O S T E R & B R I D G E I N D O N E S I A

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

F O S T E R & B R I D G E I N D O N E S I AImages by 123RF Photo Stock