BAGAIMANA MENGAPLIKASIKAN AMALAN PERKHIDMATAN KAUNTER TERBAIK?

RANU PROFESSIONAL DEVELOPMENT SUPPORT

Dr. G. SUKHDEV SINGH RANU

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USING…………

The Six Keys

1. KNOWLEDGE 2. PRIDE 3. COMPETENCE 4. APPEARANCE 5. COMMITMENT 6. EXTRA EFFORT
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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. External Customers
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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 WITH PEOPLE *
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STANDARDS OF CUSTOMER SERVICE

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• • • • •

CHARACTERISTICS
BASIC EXPECTED DESIRED SURPRISING UNBELIEVABLE
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MR.P.R.
General Outlook
Fun loving, active, spontaneous, talkative, entertaining, energetic, optimistic over new development Basic need : Personal Recognition

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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.
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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 with maintaining 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 - Hair grooming -neat,clean ? -clean fingernails, body a - Personal hygiene dour ? - Appearance of clothing- cleaned, ironed ? - clean, polishes ? - Appropriate shoes - Choice of clothing -appropriate for workplace ? - accessories - not to wild / excessive ? - Make-up - Light , well applied ? - Male facial hair - properly shaven, no stubble ? 19 23

Staff VS System
Services offered depend on 2 important aspects

1.) System - Procedures s
- Formats -Systems -Training

- Commitment - Capability - Communication - Motivation
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2.) Staff

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FOUR TYPES OF SERVICES

THE FREEZER (F1) Staff : Low Low

System:

Message to customers “We don’t care”
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FOUR TYPES OF SERVICES

THE FACTORY (F2) Staff : Low High System:

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 Low

System:

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 High

System:

Message to customer :

“We care and we deliver”

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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

Receiver
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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

VOCAL
Related to SOUND AS AN INSTRUMENT: -Tone - Intonation -Pronunciation - Volume
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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 Language Command Listening Mood and Emotion Selective Perception Impressions
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Environment

Body Language

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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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