Script E-Book English Frontliner Konven

PANDUAN PELAYANAN FRONTLINER VERSI INGGRIS (Konvensional)

DAFTAR ISI PERCAKAPAN SECURITY AWAL & AKHIR PERCAKAPAN SAAT MELAYANI PERCAKAPAN TELLER AWAL, AKHIR PERCAKAPAN SAAT MELAYANI & TELLING PROCESS PERCAKAPAN CSSO AWAL, AKHIR PERCAKAPAN SAAT MELAYANI & CROSS SELLING PERCAKAPAN TELEPON MAGIC WORD PERCAKAPAN SELAMA PANDEMIC PHONETIC ALPHABET

SECURITY M. Mustaqim KC Mangga Dua

AWAL PERCAKAPAN (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 ke teller pak......” Nasabah: “I want to do a transaction at the teller” Security: “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 hijau untuk sangat puas, kuning puas dan merah untuk penilaian tidak puas\" “Green for excellent, yellow for good and red for poor” Terima kasih dan semoga harimu menyenangkan.\" “Thank you and have a nice day.\"

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. Green for excellent, yellow for good and red for poor. Thank you and have a nice day.

TELLER Rizki KC Mangga Dua

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 you can top up gopay and ovo with SimobPlus\"

Teller: AKHIR PERCAKAPAN (CLOSING CONVERSATION) \"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\" *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 Yes I use it Madam, did you already use our mobile banking,SimobiPlus? Madam, now you can top up gopay and ovo with SimobiPlus

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.

CSSO Zaenal Arifin KCP Pik Cordoba

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 \" “Good morning, thank you” CSSO : \"Ada yang bisa saya bantu?\" “May I help you?” CROSS SELLING CSSO: \"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 Simas TARA, start from IDR 100.000.00 until IDR 1.000.000.000 monthly,with term deposit from 1 year to 10 years.\"

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 CSSO: 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\" \"Terima kasih dan semoga harimu menyenangkan.\" “Thank you and have a nice day.” *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 already Yes I use it use our mobile banking, Simobiplus? Madam, for your information, we have a product planned saving account Simas TARA, start from IDR 100.000.00 until IDR 1.000.000.000 monthly,with term deposit from 1 year to 10 years

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

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?

Magic Word 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)

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

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