HUMAN RESOURCES MANAGEMENT

JOB TRAINING

By :

Bethari Candra D.P 185100300111040 Angkatan 2018

Erfana Firdaus 185100301111023 Angkatan 2018
Iwang Jati Prayogo 185100300111049 Angkatan 2018
MahdanRizqi P. 185100307111043 Angkatan 2018
Rizky Aulia M.S ` 185100300111045 Angkatan 2018

UNIVERSITAS BRAWIJAYA
MALANG
2019
 JOB TRAINING

Trainee : New employee of Customer Service (PT. Telekomunikasi Indonesia tbk.)

Trainer :Experienced Employee and the Expert of Public Speaking that specialize on
customer service training
Materials : Manner and Public Speaking

FACTOR DETAIL REASON

Need Assesment The goal of the customer service
training is to be able
communicating in a well manner
and be able to face various kind
of customer with any kind of
situation.
Learning Objectives Improve communication skills
with customer
Learning Style The learning style of the
customer service is using auditory service is to serve the customer,
and visual style.
Delivery Mode The delivery modes used in the
customer service training is begin trainee need to learn from the
with coaching. Then, we will
continue the training by holding
simulation and case study
method.
Budget Rp 28.418.640,00 (the budget
detail can be seen in appendix 1). following aspects:
People tend to listen more to the
opinions of others who have tried to
use products from a company and
will decide to consume the
company's products or not based on
the recommendations of others. If
other people's opinions about our
company are good, then other
individuals will not be worried
about trying to consume our
company's products too.
If communication with customers is
good, it will increase customers
purchase and added good
impression to other customers,
make them believe in our product.
Because, the main task of customer
giving information, and receiving
advice and criticize with a well
manner. So, they need to learn the
examples by hearing, reading, and
watching the examples from the
trainer and video.
Because, the customer service
experienced employee about how to
face the customers and choosing the
right diction. After learning some
skills, the trainee need to do
simulation and case study to be able
to face many kind of situation and
accustomed themself.
Budget is used to fulfill the
 Calling a model for a live
experiment
 Stationery to test employees
 Transportation and food
allowances to practice outside the
company's area
Delivery Style In the simulation, we will give
video and presentation first, then
giving various kind of trial
situation.
Audience Consideration The one who already accepted as
the customer service trainee.
Content Development  how to greet customers politely
 how to attract customers
without looking forcing
 how to make customers
comfortable talking with us
 how to deal with customers
who speak or act
inappropriately
 how to talk to customers on a
good and polite phone
Timelines For indoor training, video
playback etc. will take maybe 1.5
hours. And for
directtrainingitonly takes about
half to 1 hour.
Communication of Training The training will be announced
on the social media where every
trainee has included in it. We will
also make the announcement on
pamflet where everybody can see.
Measuring Effectiveness To measuring the effectiveness,
we will give a questionnaire to
the employee and try to give a
problem to solve. The
questionnaire consists of 3 types
with a total of 17 question (the
questionnaire can be seen in
appendix 2).
Because, they need to learn the
basic lesson and rule about facing
the customers. Then, they
experience it by doing the trial
situation.
Because, they are the one who need
the most to learn the skill and new
experience that given in this
training.
 Sometimes, someone cannot
control themselves in unfamiliar
situations, for example when
faced with people who speak or
behave inappropriately.
 Each employee comes from a
different area and has a different
culture, so training is needed
especially to get used to new
cultures, such as how to greet
customers.
Work requires good knowledge in
order to be able to carry out
activities according to the order
well.
We used the social media/official
account in order to inform the
trainee about the training. The
pamflet we used is for promoting
and increasing the interest of society
towards the company.
When they can fill out the
questionnaire and solve the problem
well, we can say that our training
was successful.
CAREER PLANNING
 PERFORMANCE APPRAISAL

BARS (Behaviourally Anchored Rating Scale)

Position: Customer Service Staff
Job Dimension: Verbal Communication
5 □ This staff could be expected to :
 Provides excellent service to all customers, frequently going beyond what is strictly
required
 Keeps informed about customers’ needs and/or wants and in general, anticipates
customers’ needs
 Responds to customer requests with high degree of sensitivity and a sense of
urgency
 Builds close, collaborative relationships with all customers
 Motivates others to provide service excellence and leads by example
 Examines and recommends changes to processes to improve customer service
4 □ This staff could be expected to :
 Demonstrates understanding of internal customer concept and treats all customers
with high levels of sensitivity and respect
 Always provides satisfactory and sometimes excellent customers service
 Responds to all customer requests promptly
 Maintains personal accountability and ownership in customer service rendered
 Seeks feedback from customers and adjust behavior accordingly
3 □ This staff could be expected to :
 Demonstrate sufficient understanding of the internal customer concept and treat all
customers
 Always provide satisfying and good customer service
 Respond to all customer requests quite quickly
 Have a polite and polite manner of speaking
 Can respond to customers quite well, both by telephone and directly
2 □ This staff could be expected to :
 Demonstrate inadequate knowledge about the concept of internal customers
 Lack of giving a good response to customers
 Less able to adjust changes in the way customers are served
 Requires a long time to respond to customer needs
 Lack of sense of urgency when responding to requests
1 □ This staff could be expected to :
 Demonstrates indequate knowledge of internal customer concept
 Views customers as an irritation and/or a problem
 Resists changes in how customers are served
 Waits to be asked before responding to customers’ needs
 Responds to requests with little sense of urgency
 POINT SYSTEM

Compensable factor Degree

1 2 3 4 5
Education 15 25 35 45 55
Experience 55 65 75 85 95
Responsibility 10 20 30 45 55
Mental demands 20 40 60 80 100
Physical demands 15 25 35 45 55
Working conditions 10 20 30 40 50
*every points will multiplied by Rp 1.000 for the total compensation

Compensable factor :
A. Education
EDUCATION LEVEL POINTS
PhD degree 5 55
Master degree 4 45
Bachelors degree 3 35
Associate’s degree 2 25
Secondary degree 1 15
Reason:
We choose 15 points for the minimum because in this level, the education
is just secondary degree where the insights of workers are usually lacking. Than
we choose 55 points for the maximum and why increase every 10 points,
because education actually important but education does not always guarantee
someone can work well. So, we give the points not too high.

B. Experience
EXPERIENCE LEVEL POINTS
More than 5 years 5 95
More than 3 years 4 85
More than 1 year 3 75
Less than 1 year 2 65
No experience 1 55
Reason:
We choose 55 points for the minimum and 95 points for the maximum
because in our opinion, experience is very important. Even if someone is only a
high school graduate, but when he/she has a long experience it will reduce
training costs also reduce the risk of errors. Than we increase the points every 10
points because we don't want employees who have longer experience, work more
relaxed because they rely on their high salary in the experience factor.

C. Responsibility
RESPONSIBILITY LEVEL POINTS
Excellent 5 55
Very good 4 45
Good 3 30
 Less responsibility 2 20
Very less responsibility 1 10
Reason:
We choose 10 points for minimum because employees with low
responsibility can reduce the company's earnings and may also inhibit other
employees performance. Than we choose increase point for level 2 and 3 just 10
points because responsibility that is still lacking or normal does not have much
impact on the company or other employees. But for level 4 and 5 we increase 15
points because someone who can give high responsibility will have a good
impact on the company and also other employee. For the maximum we choose
55 points because we think it’s already appropiate.
D. Mental demands
MENTAL DEMANDS LEVEL POINTS
Very high 5 100
High 4 80
Normal 3 60
Low 2 40
Very low 1 20
Reason:
We choose 20 points for the minimum, 100 points for maximum, and
increasing point every 20 points because no matter how low the mental stress
faced by employees, the focus is they still get mental stress. It was quite difficult
and we felt that the big compensation was a natural thing.

E. Physical demands
PHYSICAL DEMANDS LEVEL POINTS
Very heavy 5 55
Heavy 4 45
Nornal 3 35
Floaty 2 25
Ethereal 1 15
Reason:
We choose 15 points for the minimum because the workers have not too high
physical demands and don’t spend a lot of energy to do their job. The point
increases every 10 points because the workers have a difference in the energy
they spend in every working departments. The maximum point is 55 because the
workers in that level should do heavy job with their physical, and this can affect
their physical healthy so we give them a highest point for physical demands.
F. Working conditions
WORKING CONDITIONS LEVEL POINTS
Hot and narrow room, stand
5 50
up all the time
Hot and narrow room, sit all
4 40
the time
Normal room, stand up all
3 30
the time
 Normal room, sit all the
time
2 20
 Air conditioned room,
stand up all the time
Air conditioned room, sit all
1 10
the time
Reason:
We choose 10 points for the minimum because the room condition in that level is
adequate and condusive for the employees to get focus in their job, increasing
point every 10 points because the room and working condition is based on the
job which employees do and all workers which work in the same room have the
same room condition. The maximum point is 50 because the workers at that level
is doing their job in the less optimum condition than the lower level, so their job
should be appreciated by giving little more points.
 INCENTIVE

No Item Amount Price (unit) Total Price

1. For auditory training :
 Headphone 10 pcs Rp 50.000,00 Rp 500.000,00
 Speaker 2 pcs Rp 10.000.000,00 Rp 20.000.000,00
 Microphone 5 pcs Rp 500.000,00 Rp 2.500.000,00
 Paper 108 sheet Rp 96,00 Rp 10.368,00
 Snakcs 4 box Rp 40.000,00 Rp 40.000,00
2. For visual training :
 Speaker 2 pcs (has been -
 Microphone 2 pcs calculated with -
 Snacks 4 box auditory training) -
 Paper 68 sheet Rp 96,00 Rp 6.528,00
3. For simulation training :
 Hire model 5 person Rp 50.000,00 Rp 250.000,00
 Rent place 1 space Rp 3.000.000,00 Rp 3.000.000,00
 Speaker 2 pcs (has been calculated -
 Microphone 5 pcs with auditory training) -
 Paper 24 sheet Rp 96,00 Rp 2.304,00
 Transportation (mini 1 pcs Rp 1.250.000,00 Rp 1.250.000,00
bus)
20 box Rp 10.000,00 Rp 200.000,00
 Snacks
9 box Rp 30.000,00 Rp 270.000,00
 Lunch
4. For knowledge test :
 Pen 2 pack Rp 28.000,00 Rp 56.000,00
 Paper 100 sheet Rp 96,00 Rp 9.600,00
 Speaker 2 pcs (has been calculated -
with auditory training)
 Snacks 20 box Rp 10.000,00 Rp 200.000,00
 Lunch 4 box Rp 30.000,00 Rp 120.000,00
5. For real-situation test :
 Paper 40 sheet Rp 96,00 Rp 3.840,00
 Pen 2 pack (has been -
 Speaker 2 pcs calculated with -
 Microphone 2 pcs auditory training) -
 Snacks 20 box (has been calculated -
 Lunch 4 box with knowledge test) -
Total Rp 28.418.640,00
 JOB TRAINING ASSESSMENT
New Employee of Customer Service
PT. Telekomunikasi Indonesia tbk.

Manner and Public Speaking

A. Impression against job training

Please check the box according with your feeling after carrying out the job training
1. Does the job training that has been implemented can give you new knowledge?
□ not at all
□ less
□ enough
□ help
□ very helpful
2. Does the job training has been carried out in accordance with the continuing needs
of your work?
□ not at all
□ less
□ enough
□ help
□ very helpful
3. Do we need to do another job training later?
□ Yes
□ I think no
4. If yes, why? If no, why? Please give the reason below :

5. Critic and suggestions for job training that has been done and suggestions for
further job training :

B. Simple question
1. What is the company's vision and mission?
2. When was the company established and how many total branches of this company
throughout Indonesia?

3. Mention what is needed to be a good customer service?

4. What should a customer service not do and say to customers either directly or by
telephone?

5. How many new employees in the customer service division and who are their
names?

6. Why does the company give you job training in the form of auditory, visual, and
simulation?

7. Who are the new employees who often help you when you are in trouble?
 8. In your opinion, who is the new employee who makes the most problems or has
the thoughts that are most at odds with you?

C. Trial situation
1. How to greet and talk with customers in the office?

2. How to greet and talk with customers on the phone?

3. What should you do when a customer complains about a lack of service?

4. What would you say to angry customers on the telephone complaining about bad
service?
THANK YOU FOR YOUR ANSWER