BAGAIMANA MENGAPLIKASIKAN AMALAN PERKHIDMATAN KAUNTER TERBAIK

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BAGAIMANA MENGAPLIKASIKAN AMALAN PERKHIDMATAN KAUNTER

TERBAIK?

Dr. G. SUKHDEV SINGH RANURANU PROFESSIONAL DEVELOPMENT SUPPORT

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The Six Keys1. KNOWLEDGE

2. PRIDE

3. COMPETENCE

4. APPEARANCE

5. COMMITMENT

6. EXTRA EFFORT

USING…………

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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.

ExternalCustomers

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Who are your internal customers? – Line of Sight

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 WITHPEOPLE *

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• BASIC

• EXPECTED

• DESIRED

• SURPRISING

• UNBELIEVABLE

STANDARDS OF CUSTOMER SERVICE

5 CHARACTERISTICS

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General Outlook

MR.P.R.

Fun loving, active, spontaneous, talkative,entertaining, energetic, optimistic over newdevelopment

Basic need :

Personal Recognition16

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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.17

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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 withmaintaining 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

-clean fingernails, body a dour ?

- Hair grooming- Personal hygiene- Appearance of clothing- Appropriate shoes- Choice of clothing- accessories- Make-up- Male facial hair

-neat,clean ?

- cleaned, ironed ?- clean, polishes ?-appropriate for workplace ?- not to wild / excessive ?- Light , well applied ?- properly shaven, no stubble ? 23

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Staff VS SystemServices offered depend on 2 important aspects

1.) Systems- Procedures

- Formats

-Systems

-Training

2.) Staff

- Commitment

- Capability

- Communication

- Motivation

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FOUR TYPES OF SERVICES

THE FREEZER (F1)

Staff : Low

System: Low

Message to customers “We don’t care”

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FOUR TYPES OF SERVICES

THE FACTORY (F2)

Staff : Low

System: High

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

System: Low

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

System: High

Message to customer :

“We care and we deliver”28

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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

Receiver32

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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

Related to SOUND AS AN INSTRUMENT:

-Tone

- Intonation

-Pronunciation

- Volume

VOCAL

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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

Mood and Emotion

Environment Language Command

Selective Perception

Body Language

Listening Impressions

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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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