3 0 Akm 1

Summary

This video script showcases a customer service interaction at Bank BTPN, where the representative, Devi, assists a customer, Mr. Teguh, in opening a Citra Pension Savings account. The conversation flows smoothly with Devi greeting Mr. Teguh, explaining the product, ensuring his understanding, and guiding him through the necessary documentation. The tone remains professional, friendly, and polite, with an emphasis on clear communication and respectful body language. Devi ensures a positive experience by assisting with forms and offering further help, ultimately closing the interaction with a warm thank you.

Takeaways

• 😀 Greet the customer politely at the beginning of the interaction, such as 'Good morning' and introducing yourself.
• 😀 Offer the customer a seat to make them feel comfortable before starting the conversation.
• 😀 Ask for the customer's name and confirm their intention for visiting the bank, e.g., opening a savings account.
• 😀 Offer to explain the relevant bank product or service in detail, ensuring that the customer understands.
• 😀 Confirm whether the customer already has an existing account with the bank before continuing the explanation.
• 😀 Use clear and friendly language to explain products or services, maintaining a relaxed and polite tone.
• 😀 Utilize open hand gestures when delivering information to make the communication feel more welcoming.
• 😀 Check with the customer if the explanation is clear and if they need further clarification.
• 😀 When providing or receiving documents, use both hands as a sign of respect and professionalism.
• 😀 Assist the customer with completing necessary forms or documents if needed, offering guidance where required.
• 😀 Close the interaction politely by thanking the customer for their visit and wishing them a good day.

Q & A

What is the main service offered in this customer service interaction?

The main service offered is the opening of a pension savings account called 'Tabungan Citra Pensiun'.

Who is the customer service representative in the script?

The customer service representative in the script is named Devi.

What should the customer service representative do after greeting the customer?

The customer service representative should invite the customer to sit down and establish the customer's identity by asking their name.

How should the customer service representative explain the product?

The representative should explain the pension savings product in a relaxed and polite manner, using open-handed gestures to guide the customer through the information.

What important question should the customer service representative ask about the customer’s existing accounts?

The representative should ask whether the customer already has an account with Bank BTPN.

How should the customer service representative confirm the customer’s understanding?

The representative should ask, 'Apakah penjelasan saya sudah cukup jelas, Pak?' which means, 'Is my explanation clear enough, Sir?' to confirm the customer understands the information.

How should documents be handled during this interaction?

Documents should be handed over and received with both hands, indicating respect and professionalism.

What is the next step after the customer understands the product?

After the customer understands the product, the representative should guide them to complete the necessary forms and ensure all required information is provided.

What should the customer service representative do if the customer has no further questions?

The representative should politely ask if there is anything else they can help with, and then thank the customer for their visit, wishing them a good day.

What tone should the customer service representative maintain throughout the interaction?

The representative should maintain a relaxed, polite, and professional tone, ensuring the customer feels comfortable and well-informed.