Post on 13-Nov-2014
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BAGAIMANA MENGAPLIKASIKAN AMALAN PERKHIDMATAN KAUNTER
TERBAIK?
Dr. G. SUKHDEV SINGH RANURANU PROFESSIONAL DEVELOPMENT SUPPORT
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The Six Keys1. KNOWLEDGE
2. PRIDE
3. COMPETENCE
4. APPEARANCE
5. COMMITMENT
6. EXTRA EFFORT
USING…………
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RAISE YOUR
STANDARDS!
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WHAT IS A CUSTOMER?
INTERNAL CUSTOMERS
Those people working in an organization. Serving one Another to satisfy the end user .
EXTERNAL CUSTOMER
The end users of an organization’s products or services :Customers, clients, guests, patrons, patients .
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Internal vs.
ExternalCustomers
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Who are your internal customers? – Line of Sight
Who are your internal customers? – Line of Sight
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PRINCIPLES OF CUSTOMER SERVICE
YOUR CUSTOMERS ARE YOUR MOST VALUABLE ASSETS
YOUR CUSTOMERS ARE THE REASON YOUR COMPANY IS IN BUSINESS
YOUR CUSTOMERS ARE THE WORK YOU DO EVERY DAY
YOUR CUSTOMERS ARE YOUR COMPANY’S PROFIT
CUSTOMER SERVICE IS PEOPLE CONNECTING WITHPEOPLE *
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• BASIC
• EXPECTED
• DESIRED
• SURPRISING
• UNBELIEVABLE
STANDARDS OF CUSTOMER SERVICE
5 CHARACTERISTICS
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General Outlook
MR.P.R.
Fun loving, active, spontaneous, talkative,entertaining, energetic, optimistic over newdevelopment
Basic need :
Personal Recognition16
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MR.NICE GUY
General Outlook
Friendly, cooperative, trusting, helpful, caring, Sensitive to people, emphasizing, strive to maintain an atmosphere of harmony with people they meet.
Basic need : Acceptance.17
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MR.BOSS
General Outlook.
Result oriented, goal oriented, determined,confident, very efficient, have a pragmatic approach and like to be in control.
Basic need :Accomplishment and Control
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MR.FACTS & FIGURES
General Outlook
Detail oriented, cool, precise, methodical, well organized, principled, concerned withmaintaining order.
Basic need :Security
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Keys to Customer Satisfaction
- Know the type of customer
- Ensure the type of service
- Customer friendly systems & format
- Identify customer needs & expectations
- Realize cost of losing a customer
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To maintain a positive Impression
• By appearance and the way you look.
• By the use of your Body Language.
• By the use of voice effectively.
• By staying energized.
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BUILDING PERSONALITY AND CORPORATE IMAGE.
IMAGE AND
PERSONALITY
POSITIVE ATTITUDE
MISSION VS VISION
PRODUCT AND SERVICE
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4 Steps of impression Making Step 1
By your appearance ; How do you look ?
First impression really counts
-clean fingernails, body a dour ?
- Hair grooming- Personal hygiene- Appearance of clothing- Appropriate shoes- Choice of clothing- accessories- Make-up- Male facial hair
-neat,clean ?
- cleaned, ironed ?- clean, polishes ?-appropriate for workplace ?- not to wild / excessive ?- Light , well applied ?- properly shaven, no stubble ? 23
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Staff VS SystemServices offered depend on 2 important aspects
1.) Systems- Procedures
- Formats
-Systems
-Training
2.) Staff
- Commitment
- Capability
- Communication
- Motivation
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FOUR TYPES OF SERVICES
THE FREEZER (F1)
Staff : Low
System: Low
Message to customers “We don’t care”
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FOUR TYPES OF SERVICES
THE FACTORY (F2)
Staff : Low
System: High
Message to customers :
“You are a number. We have to process you”
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FOUR TYPES OF SERVICES
THE FRIENDLY ZOO (F3)
Staff : High
System: Low
Message to customer :
“We are trying hard, but we don’t really know what we’re doing”
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FOUR TYPES OF SERVICES
THE FAST & FRIENDLY (F4)
Staff : High
System: High
Message to customer :
“We care and we deliver”28
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SKILLS AND ETHICS OF SERVING VARIOUS CUSTOMERS
• THE IMPRESSION
• WELCOME GUEST
• FACILITATE GUEST
• PROBLEM SOLVING
• GOOD BYE
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THE COMUNICATION PROCESS
Sender
Exchange of facts, ideas,meaning, feeling or impressions
between 2 or more subjects
Receiver32
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Means of communication
Related to body language & gestures :
-Facial gestures
- Hand movement
-Body postures
- Walk and deportment
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Means of communication
Related to words …..
- Listening-Speaking
-Reading -Writing
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Means of communication
Related to SOUND AS AN INSTRUMENT:
-Tone
- Intonation
-Pronunciation
- Volume
VOCAL
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EFFECTIVE LISTENING
- Eye-to-eye-contact
- Occasionally nod to follow
- Utter words like “I see” “a-ha”, “I understand”.
- Ask question to clarify.
- Repeat some statements by restating own understanding.
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POSSIBLE BARRIERS.
Prejudice Cultural Background
Mood and Emotion
Environment Language Command
Selective Perception
Body Language
Listening Impressions
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Service Error Analysis
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Dealing with the angry customer !• Greet and acknowledge
• Use name properly
• Listen and empathize
• Don’t take in personally
• ‘Smile’ and stay calm
• Have all information
• Ask questions to clarify
• Never argue
• Never blame
• Give feedback
• Summarize – restate
problem
• Suggest alternatives to
solve problem
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Saya Anak Malaysia
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