Mid Term Exam

Academic Year of 2022-2023

Subject : Service Excellence
Lecturer : Baby Poernomo, SS, MA

Name : Angelina Diva Mesya Putri

NIM : 009202000082

EXAMINATION GUIDELINES

1. Answer the questions below clearly and in detail.

2. After completing the answers, students shall review answers and submit the examination
through E-Campus.

3. Answers are uploaded on the E-campus no later than 7 days from the time the
exam access is opened.

4. No tolerance for plagiarism.

Answer the following questions clearly and briefly.

1. As a student who is an intern at a company, you certainly have internal customers who
always assess your work. Explain what types of internal customers do you find at your
internship?
- My internal customer (spv), isn’t a bossy type, she just oriented by how i doing my best
at my job, she doesn’t have much demand. Ishe is chill person.
- I have one partner in this customer service division, he is my senior, so i get a lot of help
from him.

2. The customer is that person or institution that makes a demand for your products or
service offering. A customer is the target for specific products or services and helps add
value to an enterprise through the demand he/she makes of specific offerings. As an
intern, how can you make a supervisor or manager who is your internal customer
satisfied with your job?
- As an intern that is placed in customer service i just need to do my best on my job
without any mistakes, because if there are any mistakes that i do , even the little one, it
 damages a lot of things, so i just need to stay focused and do the right thing I should do,
it’s already made my supervisor satisfied.

3. Every company today must continue to improve the quality of its products and services in
order to continue to have competitiveness. This also applies to every employee in the
company in order to continue to improve the quality of their performance. As an internal
employee, how do you maintain the quality of your products (works) and your services in
order to have loyal customers.
- Because i’m a customer service, how do i maintaining my service quality is learn to
empathize with my customers, improving my communication skill because i still lack of
it, control my emotion in front of my customers like when there’s an angry customer that
mad at me even though i didn’t to anything wrong i should be patience and service them
with profesional. And because i’m in the front row, I should look after my appearance. I
need to improve my technical skills such as closing skill to customer, time management,
ability to read customers and so on.

4. If you want your company to be appreciated, then you must treat all your customers the
same without discriminating them. Aspects that must be avoided include: stereotypes,
ethnocentrism, prejudice and racism because this will lead to discrimination. Give your
opinion.
- I think the statement is right because we live in a social life that has diversity in each
individual. By respecting everyone without discriminating against them, we can actually
become a better person. But getting back to the main point, for the company to be valued
by its customers, its employees must first respect the distinctions that exist, as there
undoubtedly are many since we are not the only ones. How can customers respect them
and how can the company be appreciated if the staff couldn't respect one another? So we
must start from the internal first.
5. Movie analysis

Choose a film with the theme of work/office environment, it may be Indonesian or

western films. Then do the following process:

Office Space (1999)

1. Briefly explain the synopsis of the film

- The movie centers on Peter, a programmer who works for the Initech firm. Peter
is not happy with his life, either personally or professionally. Peter visits an
occupational hypnotherapist with his girlfriend at the conclusion of the week. The
therapist passes away while Peter is in a trance, therefore the visit does not go as
Peter had hoped. For a few days, Peter decides to spend his time with Joanne
instead of going to work.

When he gets back to work, he discovers that his two close friends have been let go
while he has been promoted. In the final scene, Peter, who is now employed by a
construction crew, is shown clearing the wreckage from his previous office building
and occasionally catching up with his buddies.

2. Do an analysis of the office atmosphere, problems that occur in the office, employee
attitudes in the office
- The atmosphere in the office is like standart office I guess, many cubicles that
separate workers, phone ringing everywhere , it’s just like a busy office.
- The problem in the office is that there are many requests without any stress for the
employees there. Even on holidays, the boss asks Peter to come into the office
because of the reduction in employees, resulting in employees having to work
twice as much as usual.
- The employee attitude, main character, Peter, in the first place place he was a
good worker and obeys the tasks given to him by his boss, but actually he really
doesn't want to see his boss. Then, when he attends a hypnotherapy session, he
becomes an employee who doesn't care and does whatever he wants in his office.
Then for Michael Bolton, he has a bad attitude because he always swears and
can't work properly. Lumberg has a good attitude; it's just that he should be more
confident and develop his abilities so that he is not underestimated by his boss.

3. Relate the problems in the film with the theory you have learned in the Service
Excellence course so that you can answer the following questions:
a. Has service excellence been carried out in the office?
- No, because the main character doesn't perform service excellence by doing
whatever he wants in his office and doesn't listen to his boss and this is a comedy
movie so yeah many things can't be expected.
b. What should be done so that Service Excellence can be realized?
- I think he shouldn’t do whatever he wants in the office, do his best on his job
and also double check on his job.

* good luck ***