Customer Service Professional

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DELIVER SERVICE EXCELLENCE THROUGH TEAMWORK Asdrin Qi Ranne 2010141116 Debby Citra 2010140697 Shinta Hawa Thandari 2010140901 Tania Joviani 2010140851 Valerine 2010140219 Vebrina Ajeng 2010140691 PR14 – 1C STIKOM – LONDON SCHOOL OF PUBLIC RELATIONS JAKARTA

Transcript of Customer Service Professional

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DELIVER  SERVICE  EXCELLENCE  THROUGH  TEAMWORK  Asdrin  Qi  Ranne      2010141116  Debby  Citra        2010140697  Shinta  Hawa  Thandari    2010140901  Tania  Joviani        2010140851  Valerine          2010140219  Vebrina  Ajeng          2010140691  

PR14  –  1C    STIKOM  –  LONDON  SCHOOL  OF  PUBLIC  RELATIONS  JAKARTA  

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DELIVER  SERVICE  THROUGH  TEAMWORK  

=  At  work  everyone  performs  as  part  of  a  team  

VALERINE  

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Why  team  working  is  so  IMPORTANT  for  customer  service?  

From  the  point  of  view  of  the  customer  :  products  and  services  oXen  cannot  be  dealt  with  by  one  

person  alone  -­‐  several  team  members  may  be  involved  when  dealing  with  a  single  customer.  

 

VALERINE  

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To  increase  a  good  

team  corpora[on,  

there  are  certainly  

several  things  to  do:  

Each  member  should  know  their  own  role  and  the  roles  of  the  other  

team  members.  

Need  to  pass  on  a  lot  of  informa[on  about  

the  customer  

VALERINE  

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What  can  help  increase  the  effecMveness  in  corporaMon  conducted  in  a  team?    

VALERINE  

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TECHNOLOGY  

VALERINE  

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THE  BENEFITS  OF  TEAMWORK  

ASDRIN  QI  RANNE  

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Another  benefit  of  teamworking  is  that  People  in  another  departments  and  other  

parts  Of  business  can  deliver  more  

Effec[ve  service  The  key  benefits  of  teamworking  

Using  others  to  help  you  with  problems  and    

difficul[es  

ASDRIN  QI  RANNE  

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REMEMBER  AS  CUSTOMER  SERVICE  

TEAMWORK…    

Prime  Objec+ve  of  CSP  team  

Deliver  excellent  service    

To  the  customer  Know  how  to  deliver  

excellent    Service  to  the  customer  

‚The team's overall objective where there

should be a shared vision of service

excellence‘ ASDRIN  QI  RANNE  

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People  at  work  like  to  be  involved.  A  sense  of  involvement  tends  to  mo[vate  people.  Everyone  in  the  organiza[on  can  ul[mately  be  involved  in  delivering  service  excellence  to  the  customer    

INVOLVEMENT    OF  PEOPLE  

Involvement   MoMvaMon  

ASDRIN  QI  RANNE  

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The  team  has  shared  objec[ves  

Increased  involvement,  job  Sa[sfac[on,  and  mo[va[on  

 Better knowledge of others' job roles

Someone  to  help  out  when    There  are  deadlines  to  meet  

Enjoyment of Working with Others

Beger  communica[on  between  departments  

OTHER  BENEFITS  

ASDRIN  QI  RANNE  

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SATISFY  YOUR  INTERNAL  CUSTOMERS  

SHINTA  HAWA  THANDARI  

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INTERNAL  CUSTOMERS  

=  EXTERNAL  CUSTOMERS  

SHINTA  HAWA  THANDARI  

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HOW  TO  

?  SHINTA  HAWA  THANDARI  

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A  HEALTHY  

RELATIONSHIP  MAINTA

IN  ♡ Maintain  a  healthy  work  

culture  ♡ Respect  to  others  ♡ Mo[va[on  on  work  

SHINTA  HAWA  THANDARI  

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IMPROVE  INTERNAL  CUSTOMER  SATISFACTION!  

LISTENS  

APPRECIATION  

BONUS  SHINTA  HAWA  THANDARI  

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WORKING  WITH  OTHER  

ORGANIZATION  

DEBBY  CITRA  

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EXTERNAL  CUSTOMERS    

include    

SUPPLIERS  PARTNER  ORGANIZATIONS  

DEBBY  CITRA  

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SEE  PARTNER  AS  CUSTOMER!  

DEBBY  CITRA  

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DELIVER  SERVICE    EXCELLENCE  

DEBBY  CITRA  

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CLEAR  PRINCIPLES  OF  

TEAMWORKING  

VEBRINA  AJENG  

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Specific  Measureable  Achievable  RealisMc  Timed  VEBRINA  AJENG  

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WELL  DEFINED  ROLES  FOR  EVERY  TEAM  MEMBERS  

VEBRINA  AJENG  

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AGREED  STANDARDS  AND  PROCEDURES  

VEBRINA  AJENG  

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GOOD  COMMUNICATION  BETWEEN  TEAM  MEMBERS  

VEBRINA  AJENG  

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THE  DO’S  AND  DON’TS  TANIA  JOVIANI  

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DO!  Get  together  socially  and  have  fun  it  helps  with  communica[on  

Take  [me  in  your  team  to  review  and  improve  how  the  team  operates  

Make  sure  the  team’s  objec[ves  are  clear  

Make  sure  your  own  objec[ves  are  clear  

Talk  regularly  about  who  will  do  what  and  by  when  

Work  together  as  much  as  possible  when  you  are  trying  solve  customers  problems  

Make  sure  that  your  team  members  all  communicate  well  

Have  short  ,  sharp  team  mee[ngs  to  give  everyone  a  chance  to  air  their  views  and  suggest  improvements  

Stay  involved  and  try  to  keep  all  the  other  team  members  involved  

TANIA  JOVIANI  

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DON’T!  

Let  a  “blame  culture”  develope  –  share  responsibility,  when  things  go  wrong  

Worry  if  the  team  does  not  work  perfectly  –  it  will  need  “fine  tuning”  from  [me  to  [me    

Let  your  team  be  “over-­‐managed”  so  that  members  are  not  involved  in  decision  making  

Allow  the  team  to  become  an  “elite  club”  that  doesn’t  work  with  other  parts  of  the  bussiness    

Miss  any  chance  to  congratulate  the  team  on  its  successes    

TANIA  JOVIANI  

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THANK  YOU  

design  by  Shinta  Hawa  Thandari  ©  2012