CUSTOMER SERVICE

Customer service or customer service is to provide information or services

related to goods and services traded in accordance with consumer needs. It is also
intended to attract potential buyers. Customer Service is a division that plays an
important role in the defense process of a officer or company that deals directly with
customers. Although often considered trivial, actually Customer Service is a job that
has many functions and roles within the officer or company.
There are at least two main functions of a Customer Service. The first main
function is to be the leading public relations officer, and the second is to create a
positive corporate culture. The more complete, the following is a job description and
some of the functions of Customer Service.
A. Roles and duties of Customer Service in the office or company

The role of Customer Service in the office or company is quite important

considering the job description it does. Here are some of them.
1. As public relations
The Customer Service Division mostly acts as a medium to build and
strengthen the company's relationship with external parties. Customer Service
 can be said to represent the company as the main contact line from external
parties. Companies that have good customer service will also have a good
image in the external eyes. In fact, if the service is very good, Customer
Service can help the company's relationships with customers or clients
continue to be repeated.
2. As a sales medium
In some companies, Customer Service is also sometimes tasked with making
sales to customers. When a customer calls to ask or complain about
something, a Customer Service can take advantage of this moment to sell the
company's services or products if the problem from the customer has been
resolved properly. A Customer Service generally must be able to perform
additional services in selling the company's products and services after
helping customers unravel the problem
3. Keeper of customer trust
A Customer Service will be directly related to the role of maintaining the trust
of customers and clients. Through this division's continuous interaction with
customers, Customer Service is able to leave a deep impression on the merits
of its services. Not infrequently if a company's service to its customers and
clients is very good, they are willing to pay more and are more loyal just for a
product that can be obtained elsewhere at a lower price.
4. As data entry
Customer Service is basically also in charge of entering data into the
computer. When a customer makes an order, Customer Service will usually
enter the information into the computer system and send a confirmation email
to the customer. If a customer calls because of a problem,Customer Service's
job is to enter the trouble information received and record the situation on a
file to make it easier to deal with.
Customer Service – Various types of work that we do require commitment
and mastery of tasks. As with Customer Service, surely you will often find this job in
various areas of the company. Starting from banks, hotels, transportation companies,
and other services.
But, what exactly are the duties and responsibilities of Customer Service?
Before knowing what their duties and responsibilities are, you need to first know the
meaning of Customer Service itself.
What is Customer Service? Customer Service is a job that involves
customer satisfaction. Both in terms of service and also the solution of a problem.
Services provided to clients, customers, or customers are usually in the form of
complete information regarding questions asked by customers and also solutions to
complaints or problems encountered.
B. Customer Service Duties and Responsibilities

1. Become a Receptionist to Receive Guests

A common task carried out by a Customer Service is to be a receptionist or
receive guests. Therefore, generally the work desk of a Customer Service /
Receptionist is in front of the office or company premises. When you become
a CS (Customer Service) you need to deal with guests or customers. For that,
you must be able to explain various information about the company and
various questions from customers. Generally, guests or customers who come
ask for information about the company. Such as company profiles, products
sold, or customer meeting schedules with employees at the company.
2. Able to Maintain Good Relationships with Customers
Besides being able to answer all questions and complaints from customers,
you also need to maintain good relations. Even though there are problems and
obstacles with customers, you still have to maintain the relationship and good
name of the company with customers, clients or customers. Simple tips that
you can do to maintain relationships are to be friendly to each customer,
provide maximum service, and give a smile.
In addition, CS are also required to have a neat appearance and match the
image of a company, and give a positive aura to every customer. Even though
now customers don't always have to meet face-to-face, the friendliness and
maximum service of a CS online or on the phone also needs to be done.
3. Serving customers via telephone, online chat and face-to-face
In addition to serving customers directly, you also need to have the ability to
handle complaints and problems from customers virtually and over the phone.
For that, if there are customers who contact via telephone, you need to record
all reservations and also continue to provide clear and detailed information.

4. Mastering All Information about the Company and Products

As a Customer Service, you are required to be able to answer all questions
from customers or clients. So it requires you to know the exact information or
 history of the company. And, mastering information about the products being
sold or offered.
5. Can Convince Customers
This ability is also important for every Customer Service. The ability to
convince a customer must be accompanied by appropriate and reasonable
arguments. Not just convincing, you are also required to make customers
satisfied with services that can meet their needs.
6. As a Communicator
The next task is as a communicator, namely as a liaison between the company
and its customers. It can be said, a CS can be a liaison of a message from one
of the company's employees to customers.
7. Organizing Administration
To organize the administration of the company is usually found in the CS at a
bank. Customer Service bank will prepare all forms or administrative needs to
customers. For this reason, Customer Service is also required to have the
ability to operate a computer and edit a document.

8. Don't Give False Promises

In overcoming a complaint from a customer or customer, of course, as
Customer Service, there are various ways. But a CS is not allowed to give
false promises to customers. They will feel cheated because Customer Service
 cannot keep the promises given. By giving false promises, it can give a bad
image or view of the company.
9. Dress and Look Neat and Polite
The appearance of Customer Service can be one of the attractions and also a
picture of a company. Therefore, the appearance of a CS is very important to
note.

10. Thorough
Careful listening to conversations or complaints from customers needs to be
done. Relating to how you handle and provide solutions to each customer.
Therefore, it's best if there are customers who talk or complain you need to
listen to them first before giving opinions and solutions.
 C. Criteria for Customer Service
To become a Customer Service, of course there are criteria or skills that
must be possessed. Here is the explanation.
1. Have good and clear communication skills. You can also be asked to have
expertise in a foreign language.
2. Ability to analyze. Aims to make it easier to find a solution to a problem or
complaint from a customer.
3. Have a strategic and efficient way of thinking.
4. Have sales analysis skills.
5. Have problem solving skills. Aiming for a win win solution or justice from
customers and also the company in overcoming a problem. So that no party is
harmed.
6. Oriented towards satisfactory service.
D. Tips for Becoming a Customer Service
1. Respond to all incoming calls
Responding quickly to incoming calls is one of the most important things in
the world of customer service. Customers from all industry sectors will
always want a quick solution to their problems. Not only that, you will never
know what opportunity or important news the caller will deliver.
2. Use polite language
The second tip so that you can become a qualified customer service officer is
to familiarize yourself with polite and positive language. Even if there must
be a statement that contradicts the customer's expectations, you must learn to
use soft vocabulary in order to sound more positive. For example, if the
company cannot provide a purchase refund, do not immediately reject the
customer's request outright.
Instead, you can inform them with polite words like the following:
"I'm sorry madam/sir, for this item can not be refunded in the form of money.
However, if you want to make an exchange for an item with a similar price, I
 will be happy to help you." Usually, customers will be more encouraged if
offered other options with a soft and polite explanation.
3. Don't make promises you can't keep
A mistake that is often made by customer service is to give false hope to
customers by conveying wrong information. If you are in a company position,
you should be more careful when confirming to customers. Do not promise
services that cannot be provided just so that customers stop complaining. In
addition to the big name of the company, your reputation in front of the
leadership can also be tarnished if customers feel they have been lied to by
information from customer service.
4. Be a good listener
Working in the field of customer service encourages you to be a good listener.
Whether it's a complaint or a performance appreciation, you must be ready to
hear all the words from customers.
5. Time management
Customers who come can be very many in one working day. Everyone who
comes must ask to be served and be disappointed if they are ignored.
Therefore, CS must be able to manage their time as effectively as possible
when dealing with customers. Don't waste time on just a few people and then
ignore many other customers.
6. Reading customers
CS should not only capture the meaning of every word that comes out of the
customer. More than that, also pay attention to the intent and direction of the
customer in every conversation. This guessing ability needs to be sharpened.
You may also come to this conclusion from research after encountering many
types of customers.
7. Goal oriented
Various types of communication that CS does with customers need to be
carried out with certain goals. Both short term and long term.
8. Persuasive
Influencing and changing one's way of thinking, judgment, even attitudes, is
also an important skill for CS. With this capability, customers who initially
came or contacted angry, could end up smiling. You can only get this kind of
magic if you have persuasive
skills.
E. Functions in Customer Service
1. As a receptionist
As a receptionist, customer service has a function as a receptionist who comes
to the company. Guests here can be anyone, whether it's customers, potential
customers, suppliers, or parties with an interest in the company. In this case
CS must be friendly, polite and pleasant.
2. As a deskman
As a deskman, the function of customer service is as a person who serves
various applications (applications) submitted by customers or prospective
customers. The application starts from filling out the form to the completeness
of the required or required data.
3. As a salesman
As a salesman, customer service is someone who sells products to customers
or potential customers. In this case, customer service must be able to explain
something related to the product. The goal is to get customers or potential
customers interested until they finally buy. In this function, customer service
also acts as a cross-selling implementer to customers.
4. As a customer relations officer
As a customer relations officer, the task of customer service is as a person
who can build good relations with all customers, including to persuade or
seduce customers to survive, not to run away from the company concerned if
they face problems.
5. As a communicator
 As a communicator, CS is a liaison between the company and customers or
other parties with an interest in the company. In this case, the function of CS
is to contact customers and provide information about everything that has to
do with the company and customers.
F. Conclusion
Companies that value their customers will often invest in making sure they
find the information they are looking for is seen as customer service oriented. To be
customer service oriented, companies must have great customer service training
programs, and staff who take pride in the work they do. Customer service is the act of
providing support to prospective and existing customers. Customer service
professionals typically answer customer questions via in-person interaction,
telephone, email, chat, and social media and may also be responsible for creating
documentation for self-service support.
 PUBLIC RELATIONS

CUSTOMER SERVICE

Created By:

NAME : PAMELA DHARMA SETYA

CLASS : XII OTKP I

VOCATIONAL HIGH SCHOOL

TUALANG COMMUNITY FOUNDATION
(SMK YAMATU)
2021/2022