• Memahami konsep dasar customer complaint dan customer experience di industri provider telekomunikasi.
• Mengidentifikasi tipe pelanggan dan karakteristik complaint pelanggan.
• Menggunakan teknik komunikasi efektif dan empatik saat menangani keluhan pelanggan.
• Mengelola emosi dan menghadapi pelanggan difficult customer secara profesional.
• Menerapkan teknik problem solving dan root cause analysis dalam penyelesaian complaint.
• Menangani complaint melalui berbagai channel layanan secara tepat.
• Mengelola eskalasi pelanggan dengan efektif.
• Melakukan service recovery untuk meningkatkan loyalitas pelanggan.
• Mengurangi repeat complaint melalui preventive handling.
• Mendukung peningkatan KPI layanan pelanggan perusahaan.

1. Customer Service Officer
2. Call Center Agent
3. Contact Center Staff
4. Frontliner Provider
5. Customer Care Staff
6. Technical Support Staff
7. Complaint Handling Officer
8. Social Media Customer Service
9. Team Leader Customer Service
10. Supervisor Customer Experience
11. Retail Service Representative
12. Back Office Support

MODUL 1 — CUSTOMER SERVICE MINDSET EXCELLENCE

Pokok Bahasan:

• Peran customer service dalam industri provider
• Customer expectation di era digital
• Dampak complaint terhadap bisnis
• Customer loyalty & retention
• Service excellence mindset
• Membangun budaya customer centric

Output:

Peserta memahami pentingnya complaint handling terhadap reputasi perusahaan.

MODUL 2 — UNDERSTANDING CUSTOMER BEHAVIOR

Pokok Bahasan:

• Psikologi pelanggan
• Customer journey
• Emotional trigger pelanggan
• Tipe pelanggan:
  • angry customer,
  • demanding customer,
  • silent customer,
  • emotional customer,
  • manipulative customer
• Cara membaca emosi pelanggan

Output:

Peserta mampu mengenali karakter pelanggan dan menentukan pendekatan komunikasi yang tepat.

MODUL 3 — EFFECTIVE COMMUNICATION SKILL

Pokok Bahasan:

• Teknik komunikasi efektif
• Active listening
• Empathy communication
• Positive language
• Powerful questioning
• Voice & tone control
• Building trust quickly
• Avoiding defensive communication

Framework:

L.E.A.P Method

• Listen
• Empathize
• Apologize
• Provide Solution

Output:

Peserta mampu berkomunikasi profesional, empatik, dan persuasif.

MODUL 4 — COMPLAINT HANDLING PROCESS

Pokok Bahasan:

• Definisi dan kategori complaint
• SOP complaint handling
• Complaint flow process
• SLA management
• Escalation handling
• Documentation standard
• Service consistency

Output:

Peserta memahami alur dan standar penanganan complaint secara sistematis.

MODUL 5 — HANDLING DIFFICULT CUSTOMER

Pokok Bahasan:

• Teknik menghadapi pelanggan marah
• Conflict management
• De-escalation technique
• Assertive communication
• Emotional control
• Negotiation basic
• Handling abusive customer

Framework:

E.A.R Method

• Empathy
• Acknowledge
• Resolution

Output:

Peserta mampu menangani difficult customer secara tenang dan profesional.

MODUL 6 — PROBLEM SOLVING & ROOT CAUSE ANALYSIS

Pokok Bahasan:

• Critical thinking
• Root Cause Analysis
• 5 Why Analysis
• Fishbone Diagram
• Solution prioritization
• Decision making skill

Output:

Peserta mampu menemukan akar masalah dan solusi efektif.

MODUL 7 — OMNICHANNEL COMPLAINT HANDLING

Pokok Bahasan:

• Handling complaint via:
  • call center,
  • live chat,
  • email,
  • social media,
  • walk in customer
• Digital communication etiquette
• Social media crisis handling
• Viral complaint management

Output:

Peserta mampu menangani complaint di berbagai channel layanan.

MODUL 8 — SERVICE RECOVERY & CUSTOMER LOYALTY

Pokok Bahasan:

• Service recovery strategy
• Turning complaint into loyalty
• Customer emotional connection
• WOW service experience
• Preventive handling
• Retention strategy

Output:

Peserta mampu melakukan service recovery untuk meningkatkan loyalitas pelanggan.

MODUL 9 — PROFESSIONALISM & PERSONAL PERFORMANCE

Pokok Bahasan:

• Personal grooming service
• Self confidence
• Stress management
• Productivity in customer handling
• Time management
• Professional attitude

Aktivitas:

• Self assessment
• Personal improvement plan

Output:

Peserta mampu menjaga performa layanan secara konsisten.