Melakukan Komunikasi Secara Efektif Melalui Telepon - Usaha Perjalanan Wisata

Summary

This educational video demonstrates effective communication skills via telephone, focusing on customer service in the tourism industry. It highlights how to properly answer and make calls, record customer requests accurately, transfer calls, offer assistance politely, and handle threatening calls. The scenario is performed by a student from SMK Negeri 2 Batam, with guidance from Herlina Dwi Kurnia, a teacher. The video also showcases a simulated phone call at Fantasy Touring Travel, dealing with booking changes, customer support, and even handling a bomb threat. It concludes with feedback from a company commissioner praising the demonstration.

Takeaways

• 😀 The script demonstrates an educational simulation on effective phone communication in a tourism and travel company setting.
• 😀 The role-play emphasizes answering and making calls according to company standards, ensuring professionalism.
• 😀 Accurately recording customer requests and forwarding calls to the appropriate personnel is a key focus.
• 😀 Offering assistance politely and effectively, while addressing customer needs, is essential in phone etiquette.
• 😀 The script highlights the importance of handling threatening or disturbing calls calmly and responsibly.
• 😀 The phone conversation showcases how to manage flight booking changes, including adjusting dates and times.
• 😀 It includes a scenario where the customer requests a flight schedule change, and the agent successfully handles the situation by verifying booking details.
• 😀 The simulation shows how to deal with unexpected situations, such as a bomb threat, and how to maintain composure while ensuring safety.
• 😀 The conversation demonstrates customer service skills, such as offering to help with check-ins and seat preferences.
• 😀 At the end, the simulation is praised for meeting operational standards, with feedback provided by a company commissioner, emphasizing the importance of professionalism.

Q & A

What is the main focus of the training session in the video?

The main focus of the training session is to teach students how to communicate effectively over the phone in a tourism business setting, covering aspects such as answering and making calls, recording customer requests, and handling threats.

What are the key skills the students are learning in this training?

Students are learning to answer and make calls professionally, accurately record customer requests, forward calls to the correct person, offer assistance politely, and handle threatening situations appropriately.

What type of scenario is simulated in the first part of the video?

The first scenario simulated is a customer (Pak Deden) calling to change his flight date due to unexpected personal matters. The agent (Mbak Stevie) handles the request by checking availability and confirming payment details.

How does the agent (Mbak Stevie) handle the flight change request?

Mbak Stevie asks for the booking code, confirms the requested change, explains the cost difference, and offers check-in assistance. The customer agrees and completes the payment.

What happens in the second scenario involving a bomb threat?

In the second scenario, a customer calls in to threaten the office with a bomb. The agent (Mbak Stevie) remains calm, informs her supervisor, and assures the customer that the situation will be reported to the authorities while continuing with work as usual.

What actions does the supervisor take in response to the bomb threat?

The supervisor stays calm, reassures the agent, and takes responsibility for reporting the threat to the police. The supervisor advises the agent to continue working as normal.

What feedback does Bapak Febriansyah provide after the simulations?

Bapak Febriansyah praises the simulation for meeting the standard operational procedures and affirms that it was well done. He encourages the students to practice further.

What additional help does the agent offer to the customer in the first scenario?

In addition to changing the flight date, the agent offers to assist with the customer's check-in and asks for their seating preference.

How does the agent confirm the flight change details with the customer?

The agent repeats the booking code and confirms the new flight details, including the updated time and seating, before proceeding with the changes.

What is the overall message conveyed at the end of the training video?

The overall message encourages students to continue practicing the skills learned in the video, emphasizing the importance of professionalism in the tourism and travel industry, and motivating them to excel and make a positive impact in their future careers.