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  • Excellent Service

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    yuliatmi pratiwi
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    This document discusses the importance of excellent service or "pelayanan prima". It states that excellent service means going above and beyond customer expectations to provide high quality service. It notes that excellent service is economically important, helps businesses make money and jobs, and is needed due to increasing competition and better customer understanding. The goals of excellent service are to create customer satisfaction, build customer loyalty, increase repeat purchases, and boost profits and sales. The document also provides tips for how to achieve excellent service, such as being self-aware, enthusiastic, reforming oneself, being valuable, and providing impressive, caring service with evaluation.

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    Excellent Service

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    This document discusses the importance of excellent service or "pelayanan prima". It states that excellent service means going above and beyond customer expectations to provide high quality service. It notes that excellent service is economically important, helps businesses make money and jobs, and is needed due to increasing competition and better customer understanding. The goals of excellent service are to create customer satisfaction, build customer loyalty, increase repeat purchases, and boost profits and sales. The document also provides tips for how to achieve excellent service, such as being self-aware, enthusiastic, reforming oneself, being valuable, and providing impressive, caring service with evaluation.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views15 pages

    Excellent Service

    Uploaded by

    yuliatmi pratiwi
    This document discusses the importance of excellent service or "pelayanan prima". It states that excellent service means going above and beyond customer expectations to provide high quality service. It notes that excellent service is economically important, helps businesses make money and jobs, and is needed due to increasing competition and better customer understanding. The goals of excellent service are to create customer satisfaction, build customer loyalty, increase repeat purchases, and boost profits and sales. The document also provides tips for how to achieve excellent service, such as being self-aware, enthusiastic, reforming oneself, being valuable, and providing impressive, caring service with evaluation.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 15

    PELAYANAN PRIMA

    (SERVICE ECXELLENT
    Mengapa muncul
    pelayanan?
    HUMAN
    HUMAN NEEDS
    WANTS

    SERVICE
    Pelayanan :
    Usaha untuk membantu menyiapkan
    dan mengurus apa yang diperluan
    orang lain

    Pelayanan PRIMA:

    Pelayanan yang sangat baik daan


    melampauin harapa pelanggan,
    pelayanan yang berkualitas

    APA ITU PELAYANAN


    1.Pelayanan prima memiliki makna
    ekonomis
    2.Pelayanan adalah tempat
    berkumpulnya uang dan pekerjaan
    3.Persaingan yang semakin tajam
    4.Pemahaman yang semakin baik
    terhdap pelanggan

    MENGAPA PENTING?
    TUJUAN EXCELLENT SERVICE
    1. MENCIPTAKAN KEPUASAN PELANGGAN

    2. MEMBANGUN KESETIAAN PELANGGAN

    3. PEMBELIAN ULANG

    4. MENINGKATKAN OMSET DAN LABA RSMH


    PROSES LAYANAN
    PENYEDIA Pihak yang dapat memberikan
    LAYANAN suatu layanan tertentu pada
    konsumen dalam bentuk
    penyediaan barang atau jasa

    PENERIMA Pihak yang menerima layanan ,


    LAYANAN dapat disebut sebagai
    PELANGGAN
    PELANGGAN INTERNAL : Orang
    yang terlibat dalam proses
    penyediaan jasa
    PELANGGAN EXTERNAL : Semua
    orang yang berada di luar
    organisasi yang menerima layanan

    PELANGGAN
    S : SELF AWARENESS (KESADARAN DIRI)
    E : ENTHUSIASM (ANTUSIASME)
    R : REFORM (PEMBARUAN)
    V : VALUE (BERNILAI)
    I : IMPRESSIVE
    C : CARE (PERHATIAN)
    E : EVALUATION (EVALUASI)

    SERVICE
    KEBUTUHAN PELANGGAN
    KEBUTUHAN PRAKTIS KEBUTUHAN
    : EMOSIONAL :
    1. Informasi produk , 1. Dihargai
    teepon, harga 2. Dipahami
    2. Kemudahan parkir, 3. Dianggap Penting
    akses telepon, bell 4. Keramahan
    pasien 5. Ketepatan Waktu
    3. Kebersihan toilet dan 6. Kecepatan
    musholla Pelayanan
    4. Penyediaan brosur , 7. Pujian
    katalog, bon , slip 8. Kejelasan informasi
    Membuat kepercayaan
    menjadi sebuah kata kerja
    KEPERCAYAA Komunikasi yang
    N transparan dan hangat
    Rasa Empati

    hasil PERBANDINGAN JANJI


    yang pernah DIBUAT dengan
    yang pernah DITEPATI
    HARAPAN pelanggan

    Dibawah permukaan,
    kebutuhan pelangan yang
    kasat mata TERDAPAT
    HARAPAN PELANGGAN
    Penuhi KEBUTUHAN Pelanggan,
    Pusatkan perhatian pada HARAPAN pelanggan

    2. Tambahkan
    KHARISMA
    pada pelayanan 3. Berkomitmen
    anda dalam pekerjaan
    1. Bersikap
    RAMAH

    5. Beri
    pelanggan
    Keajaiban yang
    tdk terduga 6. Pelayanan
    menunjukkan
    4. Memenuhi
    Karakter (Keaslian,
    Rasa ingin tahu
    kemurnian hati,
    pelanggan
    senang, gembira ,
    tenggang rasa)
    BEST PRACTICE: Ritz Carlton
    BEST PRACTICE: Ritz Carlton
    TERIMAKASIH

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