GIVING SERVICE TO COSTUMER
KD
INDICATOR
Learning Material
Learning Activities
1. Mendiskripsikan Pelayanan Prima
1.1 Able to explain the terms of excellent service 1.2 Ability to identify service concept based Prima A3 1.3 Ability to understand and apply the principles of excellent service at the work unit based on SOP - Definition of excellent service - The concept of excellent service based on the concept of A3 - The principles of Excellent Services - Explain the meaning of excellent service - Explain the concepts of excellent services by A3 - Explain the principles of Excellent Services
Excellent Services is a service aimed at potential buyers (prospective buyers) and to the regulars. Excellent service is a key factor for the success of any business.
CONCEPT OF EXCELLENT SERVICE IN A3 APPROACH/CONCEPT A3
(Attitude)
(Attention)
STANDARD SERVICE
(Action)
APPROACH/CONCEPT ATTITUDE Appreciation Polite and neat appearance Listening & understanding thoroughly the needs of customers Record each customer's order
APPROACH/CONCEPT
ATTENTION Observing & appreciating the behavior of customers
Positive, clear, logical thinking Giving full attention to costumers
APPROACH/CONCEPT ACTION Record each customer's need
Reaffirming the customer needs
Realizing the needs of customers
Thanking and hoping the costumers to come another time
Principles of Excellent Service Satisfying costumers No complaints from the costumers Costumer service must understand the complaints Knowing the cause of the costumer’s complaints and how to overcome them Looking at the principles above, there are three things can be concluded regarding the service and the costumer satisfaction, i.e.: If the performance of the Service element is below expectation, the customer will be disappointed. If the performance of service elements is as expected, then the customer will be satisfied. If performance of service element exceeds expectations, the customer will be very satisfied.
KD 2. Identifying the Costumers and their needs
INDICATOR
MATERIAL
Learning Activities
2.1 able to identify correctly understanding the information 2.2 Able to mention techniques in collecting information 2.3 Able to explain the techniques to manage information in accordance with the needs of customer 2.4 Able to identify customer needs to provide services 2.5 Able to identify needs information to find customer needs - definition of information - Information gathering techniques - management of information techniques - Understanding customers & their needs -Technique to obtain feedback on the information received according to the needs of the organization
- Explaining the meaning of information - Describing the information gathering techniques - Explaining the techniques for managing information - Identifying customer needs - Explaining the techniques to get feedback on the organization needs
Information is knowledge gained from learning, experience, or instruction.
Interview Information Gathering techniques
Observation
Questioner
Sampling
Management of Information Selecting Selecting Data; Data; actual, actual,reliable, reliable,accurate, accurate, and and up-to-date. up-to-date.
Filing Filing Data; Data; systematical systematicalarchives archives
Selecting Data
information Data that can be directly shown
Data information that must be processed first, before be displayed as new data
Definition of Costumer
COSTUMER
PROSPECT COSTUMER
People or institutions who make purchases of products, both goods and services over and over again. A person who buys a product or service because they want to try or because it is an alternative. So they are still in the stage of thinking. (It would be a customer if the vendor is able to offer goods)
COSTUMER NEEDS
PRACTICAL NEED
PHYSICAL NEED
EMOTIONAL NEED
KINDS OF RESPONSES/ FEEDBACK IN COMMUNICATION
POSITIVE FEEDBACK
NEGATIVE FEEDBACK
NEUTRAL FEEDBACK
ZERO FEEDBACK
TECHNIQUES in getting Responses/ FEEDBACK
Survey and questionnaire
Community of special costumers
Giving free product to costumers
Maintaining relation with all costumers.
Available to be contacted
Call the costumers when on their birthday or holiday
KD INDICATOR
MATERIAL
3. Providing excellent customer service 3.1 Able to identify the needs of excellent services effectively and efficiently in accordance with SOP 3.2 Able to identify the types of customer expectations in accordance with the needs of customer 3.3 Able to handle lack customer satisfaction in a timely fashion in taking action solution (Solution) 3.4 Able to build relationships with customers to provide service in accordance with customer needs 3.5 able to practice the activities of excellent customer service
- Customer needs - The types of customer expectations - Action handling (solution) lack customer satisfaction - Developing relationships with customers - Quality customer service Learning Activities
Describing the needs of customers Describing the types of customer expectations Identifying ways of handling lack customer satisfaction explain the strategy/ ways to develop relationships with customers.
PRACTICAL NEED
COSTUMER COSTUMER NEED NEED
EMOTIONAL NEED
PHYSICAL NEED
Costumer expectation
Internal Costumer
External Costumer
- Togetherness & cooperation
- Good service quality
Rewards
- Honest & true information
- Service quality
- easy access to get service
- Efficient work Structure, system & procedure
- After sales/ maintaining service - Reasonable price
COSTUMER SATISFACTION
Costumers feel the value of seller’s words
Costumers share the satisfaction with the sellers and other costumers
Costumers as the perception of product/ service fulfilling expectation
The importance of costumers satisfaction
Costumers will pay high
Marketing cost is more effective
Costumers spreads the reputation
Focus on costumer
Continuous upgrading
Systematic support
TOTAL TOTAL QUALITY QUALITY SERVICE SERVICE
Total involvement
measuremen t
Cooperation with costumers
“Costumer is king� which must be privileged, should be given priority (priority rights), must be best served, in order that all the work done by the office can be achieved through good cooperation with customers. 3 types of costumers
individual
Company collective