HUMAN CAPITAL

SERVICES - WM SITE
SERVICE EXCELLENCE SKILL
WORKSHOP
 HUMAN CAPITAL
SERVICES - WM SITE

Why Customers are important?

Other
Better Price 7%
Elsewhere
7%

Dissatisfaction
Product
11%

Poor service
75%
 HUMAN CAPITAL
SERVICES - WM SITE

· Ketika Customer puas maka mereka akan

menyampaikan ke 10- 12 orang
· Ketika Customer tidak puas mereka akan
memberitahukan ke 20 orang
· 82% kemungkinan Customer akan loyal jika
mereka puas
· 91% kemungkinan Customer akan
meninggalkan jasa/produk jika mereka tidak
puas.
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SERVICES - WM SITE

Internal Customers External Customers

 HUMAN CAPITAL
SERVICES - WM SITE

How service excellence

Are you?
 HUMAN CAPITAL
SERVICES - WM SITE

Gold Level Silver Level Bronze Level

23 – 30 points 13 – 22 points 0 – 12 points
 HUMAN CAPITAL
SERVICES - WM SITE

Quality Service Element

Reliability Competence Feel Valued

Empathy Responsiveness
RELIABILITY HUMAN CAPITAL
SERVICES - WM SITE

•Do what you say you’re going to do

•Do it when you say you’re going to do it
•Do it right the first time
 HUMAN CAPITAL

Loyalty Recovery
SERVICES - WM SITE

•Apologize Sincerely
• Fix the Problem Quickly
(Don’t blame)
•Do Something Extra
•Follow-Up
RESPONSIVENESS HUMAN CAPITAL
SERVICES - WM SITE

1. Solve Their Problems Quickly

2. Take Ownership
3. Follow Through
4. Ask Yourself, “What are your coffee stains?”
Customer Feel Valued HUMAN CAPITAL
SERVICES - WM SITE

• Your Tone of Voice

• Your Body Language
• Simple Manners
• Using the Customer’s Name
• The Words You Use
EMPHATIC HUMAN CAPITAL
SERVICES - WM SITE

1. Understand the customer’s Problem

2. Make the Problem the Enemy
3. Active Listening
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SATISFACTION LEVEL SERVICES - WM SITE

1. BOO
2. AARGH
3. OK
4. AHA
5. WOW
 HUMAN CAPITAL

BOO !!!
SERVICES - WM SITE

ZONK
 HUMAN CAPITAL

AARGH!!
SERVICES - WM SITE

Harapan Customer Yang didapatkan

 HUMAN CAPITAL

OK !!
SERVICES - WM SITE

Harapan Customer Yang didapatkan

 HUMAN CAPITAL
SERVICES - WM SITE

AHA !!! WOW !!!!

Harapan Customer Yang didapatkan

 Tipe Kepribadian :
D.I.S.C
• Ekstrovert, • Ekstrovert,
Tegas, Gaul,
Tampil Periang

DOMINANCE INFLUENCE

COMPLIANCE STEADINESS

• Introvert, • Sabar,
taat, detail Tenang,
Mendukung
•Apa yang anda lakukan jika customer kecewa dan
marah?

•Apa yang anda lakukan ketika customer mendapat

informasi yang salah dari karyawan lain?

•Apa yang anda lakukan ketika customer ingin berbicara

dengan atasan anda?

•Apa yang anda lakukan ketika customer tidak menerima

solusi yang anda tawarkan?
 HUMAN CAPITAL
SERVICES - WM SITE

Handling an Angry Customer

1. Listen
2. Summarize
3. Mutually Determine
the Solution
4. Follow Through
 HUMAN CAPITAL
SERVICES - WM SITE

Cont..
1. Don’t argue:
2. Don’t attack
3. Don’t blame
4. Don’t tell the customer
to calm down
5. Don’t ask for
understanding
 HUMAN CAPITAL
SERVICES - WM SITE

Handling an Customer Complaints

•Make it easy to complain
•Hear it completely
•Ask for complete details of the complaint before answering
•Apologize personally
•Seek first to understand the customer
•Offer to resolve the problem or complaint immediately
•Ask, “what would you like us to do?”
•Reward the customer
 HUMAN CAPITAL
SERVICES - WM SITE

WOW SERVICE IS CARE

 HUMAN CAPITAL
SERVICES - WM SITE

4 PRINCIPLES : CARE FOR THE FRIENDS,

NOT SERVICE THE KING
 HUMAN CAPITAL
SERVICES - WM SITE

C Urb your Service Policies

A d Extra Mile

R Ecognize Individual Preference

E Mpower your customer

 HUMAN CAPITAL

Tahukah Anda? SERVICES - WM SITE

•Keluhan Pelanggan adalah harapan pelanggan yang tidak

terpenuhi

•68% pelanggan akan bereaksi dengan membagikan

pengalaman buruknya kepada Keluarga dan temen
terdekatnya

•Pelanggan yang tidak puas akan berjalan dan berbicara...

Banyak

•Dari 100% pelanggan yang tidak puas hanya 4 orang saja

yang mau menyampaikan keluhan
 HUMAN CAPITAL
SERVICES - WM SITE

1.Tepati Janji Anda

2.Umumkan standard layanan dan tepati
3.YA
4.Berikan Kejutan
5.Respons secepat mungkin
6.Kenali pelanggan secara personal
7.Perbaiki Kesalahan
8.Do Extra Miles