Script E-Book English Frontliner

PANDUAN PELAYANAN FRONTLINER VERSI INGGRIS

DIALOG SECURITY EARLY & END OF SERVICE CONVERSATION DIALOG TELLER EARLY & END OF SERVICE CONVERSATION DIALOG CSSO EARLY CONVERSATION, END OF SERVICE CONVERSATION AND CROSS SELLING GREETING ON PHONE MAGIC WORD FRONTLINER TALK AT PANDEMIC PHONE ETHIC ALPHABET

SECURITY

AWAL PERCAKAPAN (EARLY SERVICE 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, 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 and would you wait for your turn\" AKHIR PERCAKAPAN (END OF SERVICE CONVERSATION) Security : \"Mohon dibantu penilaian kepuasaan nasabah\" Security : (Mengarahkan ke kotak penilaian) Security : “Please give us feedback for our service” \"Warna hijau untuk excellent, kuning good dan merah untuk penilaian poor\" “Green for excellent, yellow for good, red for poor” Terimakasih dan selamat pagi Bapak/Ibu,Semoga harimu menyenangkan.\" “Thank you and Good Morning Sir/Madam, Have a nice day.”

AWAL PERCAKAPAN (EARLY SERVICE 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 your queue number and would you wait for your turn AKHIR PERCAKAPAN (END OF CONVERSATION) Please give us feedback for our service. Green for excellent, yellow for good, red for poor. Thank you and Good Morning Madam, Have a nice day.

Teller

AWAL PERCAKAPAN (EARLY SERVICE CONVERSATION) Teller: ”Selamat pagi Bapak/Ibu, silahkan saya bantu\" Nasabah: “Good morning Sir/Madam.May I help you?\" Teller: \"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?” AKHIR PERCAKAPAN (END OF SERVICE CONVERSATION) Teller: \"Ada lagi yang bisa dibantu Bapak/Ibu?\" “Is there anything else I can help you, Sir/Madam?” Nasabah: \"Tidak, terimakasih \"No,thankyou\" Teller: \"Bapak/Ibu (Sebut nama nasabah) mohon bantuannya untuk dapat memberikan penilaian kepuasan nasabah pada tab yang telah kami sediakan (menunjuk ke arah tab)\" “Sir/Madam Please give feedback for our services on the screen that is available near the door.Thank you\" Teller: \"Terima kasih dan selamat pagi Bapak/Ibu Semoga harimu menyenangkan\" “Thank you and Good morning Sir/Madam. Have a nice day” Nasabah: \"Baik, Terima kasih\" \"Ok,thank you\"

AWAL PERCAKAPAN (EARLY SERVICE CONVERSATION) Good morning I would like to Yes please, may Madam. deposit my I know with May I help you? USD 5000 whom I speak? AKHIR PERCAKAPAN (END OF 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. Good morning and thank you Madam, Have a nice day

CSSO

AWAL PERCAKAPAN (EARLY SERVICE CONVERSATION) CSSO: ”(Menghampiri Nasabah) Selamat pagi Bapak/Ibu dengan saya Doni, Silahkan duduk (sambil diarahkan ke kursi nasabah)\" \"Good morning Sir/Madam, I'm Doni. 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 bapak sudah menggunakan fasilitas mobile banking, Simobiplus?\" “Sir/Madam, did you already use our Mobile Banking, Simobiplus?” Nasabah: \"Iya aku sudah meggunakannya\" \"Yes I use it\" CSSO: \"Bapak/Ibu untuk informasi kami mempunyai tabungan berjangka bernama simas tara, dengan nominal minimal 100rb maksimal 20 juta rupiah dengan jangka waktu 1 - 10 tahun.\" “Sir/Madam... let me inform you, that we have a product planned saving account named Simas Tara, which is start from IDR 100,000.00 until IDR 20,000,000.00 monthly, with term deposit from 1 year to 10 years.\"

AKHIR PERCAKAPAN (END OF SERVICE CONVERSATION) CSSO: ”Ada lagi yang bisa dibantu Bapak/Ibu? “Is there anything else I can help you, Sir/Madam?” Nasabah: \"\"Tidak , terimakasih \" “No, thankyou CSSO: Bapak/Ibu (Sebut nama nasabah) mohon bantuannya untuk dapat CSSO: memberikan penilaian kepuasan nasabah pada tab yang telah kami sediakan (menunjuk ke arah tab) “Sir/Madam Please give feedback for our services on the screen that is available near the door.Thank you\" \"Terima kasih dan selamat pagi Bapak/Ibu. Semoga harimu menyenangkan\" “Thank you and Good morning Sir/Madam. Have a nice day”

AWAL PERCAKAPAN (EARLY SERVICE CONVERSATION) Good morning Good Morning, May I help you? Madam, I'm Doni. thank you Have a seat please. CROSS SELLING Madam, did you already Yes I use it use our Mobile Banking, Simobiplus? Madam.. let me inform you, that we have a product planned saving account named Simas Tara, which is start from IDR 100,000.00 until IDR 20,000,000.00 monthly, with term deposit from 1 year to 10 years

AKHIR PERCAKAPAN (END OF SERVICE CONVERSATION) Is there anything No, thankyou Madam Please give else I can help feedback for our you, Madam? services on the screen that is available near the door.Thank you Thank you and Good morning Madam. Have a nice day

GREETING ON PHONE AWAL PERCAKAPAN (FIRST CONVERSATION) Good Morning. Sinarmas Bank Thamrin with Customer Service Sisca's speaking. May I help you? AKHIR PERCAKAPAN(END CONVERSATION) Is there anything Thank you and else I can do for good morning Madam you Madam?

Magic Word 1. Terimakasih (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

Phone Ethic 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 S = Sierra I = India T = Tango J = Juliet K = Kilo