The Service Training Program provided to Traveloka was a unique blend of call centre, travel service and communication training which integrated the individual service standard of the client. It was specifically designed for customer service staff in the travel industry who needed service training and needed to develop English language skills at the same time.
General Course Objectives
The general objectives of this program where to provide Traveloka employees with the English language and service skills necessary to successfully carry out customer calls all the way from the initial call greeting to the satisfactory closure of the call.
Specific Course Objectives
In each unit of study the topic was broken down into achievable step by step ‘can do’ tasks. These ‘can do’ tasks allowed teachers to track individual progress, stakeholders to observe tangible progress, and students to be motivated by their success from unit to unit.
Units were filled with a variety of different communicative tasks in order to motivate students and maximize learning. These included:
Language development activities
Service skill activities
Partnered performance tasks
Collaborative group tasks
Individual and pair performance activities
Peer assessment and evaluation activities
You are Customer Service Representatives from Traveloka. You will answer a call from a customer who needs information. You need to:
Open the call appropriately
Identify the caller
Identify the callers reason for calling
Verify the caller’s details
Provide the customer with the information they require
Give them instructions on how to access the information
Highlight other promos available and provide the necessary information.
Check the customers satisfaction, then end the call appropriately.
English Today’s unique progressive assessment system, based on the communication objectives of each unit, allowed both teachers and stakeholders to track progress throughout each unit of study and support the individual needs of the students as the course progressed.
As a result of the 30 hours of training, the staff of Traveloka have now developed the language, service skills and confidence needed to provide services to English speaking customers. This has set them apart from many of their local competitors. This was achieved by:
Developing a tailor made program according to the needs of the clients
Setting clear and tangible learning goals and expected outcomes
Providing a fun, stimulating and motivating learning environment
Monitoring and supporting the individual needs of each students throughout the program