1. effective service excellence training_basics of customer service
TRANSCRIPT
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Effective Effective SERVICE EXCELLENCESERVICE EXCELLENCETrainingTraining
By : Kanaidi, SE., M.Si., cSAP [email protected] ... 08122353284
TrainingTraining “The Basics of Customer
Service ”
EffectiveEffective
http://www.slideshare.net/KenKanaidi/1-effective-service-excellence-training
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PahamiPahami
Moment of Truth Kesan pertama yang timbul akan berdampak pada masa
yang akan datang
Coffee Stain Kesan yang buruk adalah
noda yang tidak dapat
ditarik/diubah kembali
............ Hello EffectHello Effect
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Bagaimana caranya supaya orang dapat bercakap-cakap dengan baik? Atau menjadi teman bicara yang menyenangkan?
Ada orang yang dengan mudahnya dapat mengobrol dengan siapa saja, tetapi ada juga yang sering harus memaksakan diri supaya jangan tampak terlalu angker.
KESAN PERTAMAKESAN PERTAMA BEGITU MENGGODA …... BEGITU MENGGODA …... SELANJUTNYA………..SELANJUTNYA………..
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SikapSikap adalah segalanya adalah segalanya
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A Bad ATTITUDEA Bad ATTITUDE
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Apa pendapat Anda ?Apa pendapat Anda ?
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Responsibility = RESPONSEResponsibility = RESPONSE
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Yakin akan diri Yakin akan diri ((CONFIDENCECONFIDENCE))
• Confidence is generally described as a state of being certain either that a hypothesis or prediction is correct or that a chosen course of action is the best or most effective.
• Self-confidence is having confidence in oneself.
“Whatever we expect with confidence becomes our own self-fulfilling prophecy.”
Brian Tracy
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Building Building CONFIDENCE CONFIDENCE
1. Take action: JUST DO IT! – just get it done- Be present- Lighten Up- Find your purpose.
3. Prepare4. Understand in what order things happen.
FEAR usually comes first and then the decision that helps build COURAGE.
2. Face your fear- Find the value.- Get curious- False Expectations Appearing Real
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5. Realize that failure or being wrong won’t kill you.- You will learn.- You gain valuable experiences.- You become stronger- Your chances of success increases
6. Get to know who you are and what you want out of life.
• Go confidently towards the direction of your dreams. (Henry David Thoreau)
Building Building CONFIDENCE . . . CONFIDENCE . . .
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“If one advances confidently in the direction of his dreams, and endeavors to live the life which he has imagined, he will meet with a
success unexpected in common hours.” Thoreau
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Customer CycleCustomer Cycle
Building Relationship
Loyalty
SatisfactionEnquiry
Purchase
Desire
Information
Offer
Delivery
Awareness !! created by all
communication media
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Karakteristik Jasa PendidikanMenurut Zeithaml, Bitner, dan Gremler (2006: 21) Empat karakteristik pokok pada jasa :Menurut Zeithaml, Bitner, dan Gremler (2006: 21) Empat karakteristik pokok pada jasa :
UP I
Intangibility
SERVICE
Perishability Variability
Inseparability
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Word of Mouth Communication
External Communication to
Customers
Service Quality Specification
Service Delivery
Perceived Service
Expected Service
Personal Need Past Experience
Management Perceptions of Customer Expectation
Gap 1
Gap 2
Gap 3
Gap 5
Gap 4
Customer
Provider
Gap 5
Model Kualitas Jasa ((Parasuraman, Zeithaml, Parasuraman, Zeithaml, dan dan BerryBerry. 1990). 1990)
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Dimensi Kualitas Jasa (SERVICE QUALITY)
• TangiblesTangibles • ReliabilityReliability• ResponsivenessResponsiveness• Assurance Assurance • Empathy Empathy
SERVQUAL (SQ) = PERFORMANCE (P) – EXPECTATION (E)
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5 Quality Service
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5 Quality Service . . . .
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5 Quality Service . . .
• yaitu segala bukti fisik seperti pegawai, fasilitas, peralatan, tampilan fisik dari pelayanan misalnya kartu kredit plastik.
• yaitu jaminan; mencakup pengetahuan, kemampuan, kesopanan dan sifat dapat dipercaya yang dimiliki pegawai, bebas dari bahaya, risiko dan keragu-raguan. Jaminan adalah upaya perlindungan yang disajikan untuk masyarakat bagi warganya terhadap resiko yang apabila resiko itu terjadi akan dapat mengakibatkan gangguan dalam struktur kehidupan yang normal.
Tangible
Assurence
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5 Quality Service . . .
• meliputi kemudahan dalam melakukan hubungan, komunikasi yang baik dan memahami kebutuhan pelanggan. Empati merupakan individualized attention to customer.
• Empati adalah perhatian yang dilaksanakan secara pribadi atau individu terhadap pelanggan dengan menempatkan dirinya pada situasi pelanggan.
Emphaty
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Model Hubungan Model Hubungan SERVQUAL SERVQUAL dandan Customer Customer
LoyaltyLoyalty ((Albert Caruana, Albert Caruana, 20022002))
Customer Satisfaction
ServiceQuality
CustomerLoyalty
Independent variable
Dependent variable
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Positive Positive Frame of MindFrame of Mind
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SADARTIDAK TAHU
TIDAK SADARTIDAK TAHU
SADAR
TIDAK SADAR
TAHU TIDAK TAHU4 KWADRAN Jendela Johari4 KWADRAN Jendela JohariDIRI TERBUKA DIRI TERLENA
DIRI TAK DIKENAL
DIRI TAK DIKENAL
DIRI TERSEMBUNYI
TDK SADARTAHU
DIRI TERSEMBUNYIDIRI TERSEMBUNYI
PentingnyaPentingnyaSikap Sikap terbuka pada orang lain terbuka pada orang lain
DIRI TERBUKA
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DIRITERLENA
DIRI TERSEMBUNYI
DIRI TAK DIKENAL
siapapun
DikenaliOrang lain
Tidak dikenaliOrang lain
Dikenali Sendiri Tak dikenal diri Sendiri
4 KWADRAN Jendela Johari4 KWADRAN Jendela Johari
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DIRITERLENA
DIRI TERSEMBUNYI
DIRI TAK DIKENAL
Siapapun
DikenaliOrang lain
Tidak dikenaliOrang lain
Dikenali Sendiri Tak dikenal diri Sendiri
Diri Orang TERSEMBUNYIDiri Orang TERSEMBUNYI
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DIRITERLENA
DIRI TERSEMBUNYI
DikenaliOrang lain
Tidak dikenaliOrang lain
Dikenali Sendiri Tak dikenal diri Sendiri
Diri ORANG TERBUKADiri ORANG TERBUKA
DIRI TAK DIKENAL
Trust
Feedback
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Contact Us : Ω Problem Statement Ω Mapping Ω Strategic Direction Conclusion
Kanaidi, SE., M.Si (Trainer & Dosen, Penulis, Peneliti, dan PeBisnis)e-mail : [email protected] atau [email protected]
Telp/ Fax : 022-4267749 HP. 0812 2353 284Pin BBm : 27CBC148 087822984716Facebook : Kanaidi Ken & Kanaidi Ken Part II
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