vasanti kuta - how good is your customer service
TRANSCRIPT
How Good is Your Customer Service?
Learning Objectives
1. Customers can be internal to your organization, as well as external
2. Understanding foundation of good customer service
3. Keep confident and high energy to face any customer service problems
The customer is number one.
The customer is always right.
Greet customers with a smile.
Be inspired for the customer.
Customer Golden Rules
What is your top priority in workplace?
ProfitHigh quality products and service
Customer
OWNER GUEST
EMPLOYEE
Foundation of Good Customer Service
Service is….An effort to make customer
comfortable with a reliable and warm welcome.
Essence
Add some magic
Employee motivation
Foundation of Good Customer Service
Employee MotivationDemotivated since….• Salary
• Reward• Boss is not kind• No specific goals• Unclear communication• No carrier development• No training• Personal problem (sick,
family)
Created by professors Valarie Zeithaml, A. Parasuraman, and Leonard Berry, and published in their 1990 book, "Delivering Quality Service.“
Reliability –ability to provide the service you have promised consistently. HANDAL
Assurance – the knowledge, skills, and credibility of staff. KEPASTIAN
Tangibles – supporting tools, the physical evidence of the service you provide. ALAT BANTU
Empathy – the relationship between employees and customers. EMPATI
Responsiveness – your ability to provide a quick, high quality service to your customer. TANGGAP
How Good
is Your
Customer
Service?
The history of COMPLAINT
The history of COMPLAINT
Dealing with Unhappy Customer• Adjust your mindset – stay calm
and self control• Listen actively• Repeat their concern• Apologize and emphatic• Present a solution• Take action and follow up
Thank You