Script E-Book English Frontliner Konven

PANDUAN PELAYANAN FRONTLINER VERSI INGGRIS Pada online book ini menjelaskan panduan untuk Frontliner (Security,CSSO,Teller) saat melayani nasabah dengan bahasa Inggris

3-5 PERCAKAPAN SECURITY AWAL & AKHIR PERCAKAPAN 6-10 SAAT MELAYANI 11-15 16 PERCAKAPAN TELLER AWAL & AKHIR PERCAKAPAN 17-18 19 SAAT MELAYANI PERCAKAPAN CSSO AWAL & AKHIR PERCAKAPAN SAAT MELAYANI GREETING ON PHONE MAGIC WORD & PERCAKAPAN SELAMA PANDEMIC PHONETIC ALPHABET

PERCAKAPAN SECURITY M. Mustaqim KC Mangga Dua 3

Security : AWAL PERCAKAPAN Nasabah: (OPENING CONVERSATION) Security : “Selamat pagi Bapak/Ibu, ada yang bisa saya bantu?” Nasabah: “Good morning Sir/Madam, anything I can do for you?\" Security: “Saya mau transaksi ke teller pak......” “I want to do a transaction at the teller” “Maaf Bapak/Ibu, hendak melakukan transaksi apa” “Sorry Sir/Madam, what kind of transaction do you need? \"Saya mau setor uang ” “I would like to deposit my money” “Baik Bapak/Ibu silahkan no antriannya dan mohon ditunggu\" (Sambil mengarahkan ke kursi antrian) \"Ok Sir/Madam, this is the queue number, please wait.\" AKHIR PERCAKAPAN (CLOSING CONVERSATION) Security : \"Mohon dibantu penilaian kepuasaan nasabah\" Security : (Mengarahkan ke kotak penilaian) Security : “Please give us feedback for our service” \"Warna kuning untuk excellent, hijau good dan merah untuk penilaian poor\" “Yellow for excellent, green for good and red for poor” Terima kasih dan semoga harimu menyenangkan.\" “Thank you and have a nice day.\" 4

AWAL PERCAKAPAN (OPENING CONVERSATION) Good morning I want to do a Sorry, what kind I would like Madam,anything transaction at of transaction do to deposit I can do for you? the teller you need? my money Ok Madam,this is the queue number,please wait AKHIR PERCAKAPAN(CLOSING CONVERSATION) Please give us feedback for our service. Yellow for excellent, green for good and red for poor. Thank you and have a nice day. 5

PERCAKAPAN TELLER Rizki KC Mangga Dua 6

AWAL PERCAKAPAN (OPENING CONVERSATION) Teller: ”Selamat pagi Bapak/Ibu dengan saya Rizki, silahkan saya bantu\" Nasabah: “Good morning Sir/Madam I'm Rizki, may I help you?\" Teller: Nasabah: \"Saya mau setor uang 5.000 USD\" “I would like to deposit my USD 5000” \"Baik,dengan bapak/Ibu siapa saya berbicara? \" ”Yes please Sir/Madam, may I know with whom I speak?” \"Saya Nia\" “I'm Nia” TELLING PROCESS Teller: \"Bapak/Ibu, apakah bapak sudah menggunakan fasilitas mobile banking, Simobiplus?\" “Sir/Madam, did you already use our mobile banking, Simobiplus?” Nasabah: \"Iya aku sudah menggunakannya\" \"Yes I use it\" Teller: \"Bapak/Ibu, sekarang bapak/ibu dapat melakukan top up gopay dan ovo melalui SimobiPlus\" “Sir/Madam, now the gopay and ovo can be top up via SimobiPlus 7

AKHIR PERCAKAPAN (CLOSING CONVERSATION) Teller: \"Ada lagi yang bisa dibantu Bapak/Ibu?\" “Is there anything else I can help you, Sir/Madam?” Nasabah: \"Tidak, terima kasih \"No,thank you\" Teller: \"Bapak/Ibu, mohon bantuannya untuk dapat memberikan penilaian kepuasan nasabah pada tab yang telah kami sediakan (menunjuk ke arah tab). Terima kasih\" “Sir/Madam, please give feedback for our services on the screen that is available near the door. Thankyou\" Teller: \"Terima kasih dan semoga harimu menyenangkan.\" “Thank you and have a nice day.\" Nasabah: \"Baik, terima kasih,\" \"Ok,thank you\" 8 *Petugas frontliner tetap menyebutkan nama nasabah minimal 3 kali saat melayani nasabah*

AWAL PERCAKAPAN (OPENING CONVERSATION) Good morning I would like to Yes please, may I'm Nia Madam I'm Rizki, deposit my I know with may I help you? USD 5000 whom I speak? TELLING PROCESS Madam, did you already Yes I use it Madam, now the use our mobile gopay and ovo can banking,SimobiPlus? be top up via SimobiPlus 9

AKHIR PERCAKAPAN (CLOSING CONVERSATION) Is there anything else No, thank you I can help you, Madam ? Madam,please give Ok, thank you feedback for our services on the screen that is available near the door. Thank you and have a nice day. 10

PERCAKAPAN CSSO Zaenal Arifin KCP Pik Cordoba 11

AWAL PERCAKAPAN (OPENING CONVERSATION) CSSO: ”(Menghampiri Nasabah) Selamat pagi Bapak/Ibu dengan saya Zaenal, Silahkan duduk (sambil diarahkan ke kursi nasabah)\" \"Good morning Sir/Madam, I'm Zaenal, have a seat please\" Nasabah : \"Selamat pagi, terima kasih \" CSSO : “Good morning, thank you” \"Ada yang bisa saya bantu?\" “May I help you?” CSSO: CROSS SELLING \"Bapak/Ibu, apakah sudah menggunakan fasilitas mobile banking, Simobiplus?\" “Sir/Madam, did you already use our mobile banking, Simobiplus?” Nasabah: \"Iya aku sudah menggunakannya\" \"Yes I use it\" CSSO: \"Bapak/Ibu, untuk informasi kami mempunyai tabungan berjangka bernama Simas TARA, dengan nominal minimal 100rb maksimal 1 M dengan jangka waktu 1 - 10 tahun.\" “Sir/Madam, for your information, we have a product planned saving account it is called Simas TARA, start from IDR 100.000,- until IDR 1.000.000.000,- monthly, with term deposit from 1 year to 10 years.\" 12

AKHIR PERCAKAPAN (CLOSING CONVERSATION) CSSO: ”Ada lagi yang bisa dibantu Bapak/Ibu ? “Is there anything else I can help you, Sir/Madam ?” Nasabah: \"\"Tidak, terima kasih \" “No, thank you\" CSSO: Bapak/Ibu, mohon bantuannya untuk dapat memberikan penilaian kepuasan nasabah pada tab yang telah kami sediakan (menunjuk ke arah tab). Terima kasih “Sir/Madam, please give feedback for our services on the screen that is available near the door.Thank you\" CSSO: \"Terima kasih dan semoga harimu menyenangkan.\" “Thank you and have a nice day.” 13 *Petugas frontliner tetap menyebutkan nama nasabah minimal 3 kali saat melayani nasabah*

AWAL PERCAKAPAN(OPENING CONVERSATION) Good morning Good Morning, May I help you? Madam, I'm Zaenal, thank you have a seat please. CROSS SELLING Madam , did you Yes I use it Madam, for your information, already use our mobile we have a product planned banking, Simobiplus? saving account it is called Simas TARA, start from IDR 100.000,- until IDR 1.000.000.000,- monthly,with term deposit from 1 year to 10 years 14

AKHIR PERCAKAPAN (CLOSING CONVERSATION) No, thank you Madam, Please give Is there anything else feedback for our I can help you, Madam? services on the screen that is available near the door.Thank you Thank you and have a nice day. 15

GREETING ON PHONE AWAL PERCAKAPAN (OPENING CONVERSATION) Good Morning. Sinarmas Bank Thamrin with customer service Sisca's speaking. May I help you? AKHIR PERCAKAPAN (CLOSING CONVERSATION) Is there anything Thank you and else I can do for have a nice day you Madam? 16

1. Terima kasih (Thanks, thank you) 2. Tolong (Please, help) depends on the situation 3. Mohon (Please, would you mind ...) depends on the situation 4. Maaf (I'm sorry. Sorry, excuse me) depends on the situation 5. Sama – sama (You're welcome, don't mention it) 6. Dengan senang hati (With my pleasure, glad that I can help you Sir/Madam) 17

Berikut tambahan percakapan yang digunakan dalam masa pandemi Covid 19, diantaranya : 1. Permisi bapak/ Ibu kami akan melakukan cek suhu terlebih dahulu sebelum masuk banking hall Excuse me Sir/ Madam, we will check the body temperature before entering the banking hall 2. Silahkan menggunakan hand sanitizer nya Please use this hand sanitizer (sambil mengarahkan) 3. Bapak/ Ibu silahkan digunakan masker nya mengikuti protokol kesehatan Sir/ Madam, please use the mask according with the health protocol 18

PHONETIC ALPHABET A = Alpha L = Lima U = Uniform B = Bravo M = Mike V = Victor C = Charlie N = November W = Whiskey D = Delta O = Oscar X = X-ray E = Echo P = Papa Y = Yankee F = Foxtrot Q = Quebec Z = Zulu G = Golf R = Romeo H = Hotel I = India S = Sierra J = Juliet T = Tango K = Kilo 19