How Good is Your Customer Service?

Learning Objectives

1. Customers can be internal to your organization, as well as external

2. Understanding foundation of good customer service

3. Keep confident and high energy to face any customer service problems

The customer is number one.

The customer is always right.

Greet customers with a smile.

Be inspired for the customer.

Customer Golden Rules

What is your top priority in workplace?

ProfitHigh quality products and service

Customer

OWNER GUEST

EMPLOYEE

Foundation of Good Customer Service

Service is….An effort to make customer

comfortable with a reliable and warm welcome.

Essence

Add some magic

Employee motivation

Foundation of Good Customer Service

Employee MotivationDemotivated since….• Salary

• Reward• Boss is not kind• No specific goals• Unclear communication• No carrier development• No training• Personal problem (sick,

family)

Created by professors Valarie Zeithaml, A. Parasuraman, and Leonard Berry, and published in their 1990 book, "Delivering Quality Service.“

Reliability –ability to provide the service you have promised consistently. HANDAL

Assurance – the knowledge, skills, and credibility of staff. KEPASTIAN

Tangibles – supporting tools, the physical evidence of the service you provide. ALAT BANTU

Empathy – the relationship between employees and customers. EMPATI

Responsiveness – your ability to provide a quick, high quality service to your customer. TANGGAP

How Good

is Your

Customer

Service?

The history of COMPLAINT

The history of COMPLAINT

Dealing with Unhappy Customer• Adjust your mindset – stay calm

and self control• Listen actively• Repeat their concern• Apologize and emphatic• Present a solution• Take action and follow up

Thank You