Screen Presentasi The important of service excellent

HAND OUT SERVICE EXCELLENT

A.       Definition of  Excellent service

Excellent service is the best service provided by the company to meet the expectations and needs of the customer, the customer both inside the company and outside the company.

Excellent service is one of the effort by the company to serve the buyers (customers) as well as possible, so as to give satisfaction to the customers and meet the needs and desires of customers, both in the form of goods or services.

B.       Purpose Service Excellence

Purpose excellent service are as follows:

1. To avoid demands that do not need later to the manufacturer.

2. To provide high quality services to customers.

3. To ensure that customers feel cared for all his needs.

4. To create the trust and satisfaction to customers.

5. To maintain customer.

C.       Function Service Excellence

Excellent service works as follows.

              a.     Serving customers with friendly, precise, and fast.

             b.     Creating an atmosphere where customers feel overlooked.

              c.     Putting customers as business partners.

             d.     Creating a good market share for the products / services.

              e.     Winning the market competition.

              f.     Satisfy the customer, to want to do business with the company again.

              g.     Provide benefits to the company.

D.       Definition of Customer

Customers are people or buyers who are not dependent on a product, but a product that depends on the person. Therefore, this customer buyer or user of a product then it should be given satisfaction.

The three types of customers can be described as follows:

1.    Internal customers, internal customers (internal customer), are people or users of the products that are within the company and have an influence on the reciprocation of the company. Based on membership, internal customers there are two kinds are :

                       a.     Internal Customer organization is every person affected products and is anggoata of organizations that produce these products.

                       b.     Internal Customers government is every person affected products and are not members of the organization producing the product, but still in the environment or government agencies.

2.    Customers intermediaries, Customer intermediaries (intermediate customer) is any person who acts as an intermediary product, not as a user. Component distributors, as agents who sell newspapers newspapers, or bookstores are examples of intermediate customers. For example Publisher Armico Bandung memerima order books from the bookstore for sale to students of SMK so in this case Issuer Armikco act as suppliers, customers bookstore as an intermediary, and vocational students as customers or customer end real (real costumer).

3.    External customers, external customers (external customer), is any person or group of users of a product (goods / services) generated by business enterprises. This external customers act as real customers or end customers.

E.       The importance of excellent service to customers can lead to the following matters:

a.    Excellent service can lead to the decision of the customer to immediately purchase the products that we offer at that time.

b.    Excellent service can foster customer trust terhdap our products.

c.    excellent service is expected to retain the customers to remain loyal (loyal) using our products.

d.    Excellent service is expected to encourage customers to come back again to buy our products.

e.    Excellent service can avoid the occurrence of claims against sellers who do not need.

F.        Basic Concepts of Service Excellence

There are three basic concepts (A3) that must be considered in realizing excellent service, are :

              a.     The concept of attitude (attitude)

Success of the business services industry will largely depend on the people involved in it. Expected service attitude embedded in employees is a good attitude, friendly, full of sympathy, and have a high sense of the company. If you are an employee of a company, you will describe the attitude of your company. You will represent the image of the company either directly or indirectly. Customers will assess the company of first impression in touch with people who are involved in the company.

Attitude that is expected based on the concept of service excellence are:

1) excellent service attitude means having a sense of pride in the work

2) Have a great devotion to the job

3) Always maintain the dignity and good name of the company

4) excellent service attitude is: "right or wrong remains my firm

             b.     The concept of attention (attention)

            In conducting the service, an officer of the company services industry should always pay    attention and look at the customer desires. If the customer already shown interest to purchase    goods / services that we offer, immediately serve the customers and offer assistance, so that             customers feel satisfied and fulfilled his wish.

Other things to note regarding the forms of service based on the concept of attention are as   follows:

1) Say greeting speech.

2) Asking what the customer desires.

3) Listen to and understand the customer's wishes.

4) Serving customers with fast, accurate and friendly.

5) Put the interests of customers at number 1.

              c.     The concept of action (action)

On the concept of attention, customers "showing interest" to buy the products that we offer.             On the concept of customer actions already "settled" to buy the products they want.

Forms of service based on the concept of action are as follows:

1) Immediately record the customer's order.

2) Reaffirming the need / customer orders.

3) Complete the payment transaction customer orders.

4) Say thank accompanied hope customers will come back again.

                

G.      Examples of cases

a.    The first case, in a government hospital. When it was in the patient's room, a nurse came to give medicine to face snapped. One asked about the development of your health condition of the patient, the nurse snapped back to face saying: "good", that's all he said.

b.     The second case, when a till in a private bank, the bank guard immediately opened the door and greeted with warm,: "Good afternoon sir, how can I help you?". The words were out of her mouth is decorated with a smile. Two cases of the above really opposites. In the first case clearly defined form of poor service. Of course, not all nurses like it, it's just not a good example. In the second case the service provided was very good, excellent service concept really clearly defined.

c.    In this case, the service at the tax office for so long, not to mention the complicated procedure, as well as inconvenience in terms of facilities and infrastructure facilities have made people feel comfortable making this public dissatisfaction cause a variety of complaints. This shows that in terms of the service bureaucracy in the tax office does not have the principles of efficiency, transparency, effectiveness and fairness. The process does not have the transparency of public services, in terms of time, cost, and the procedure to be followed. If anything, the standard procedure of public services often only be on display and formal standards. The lack transparanan procedures, time, and cost of services deliberately created to make the community's dependence on the service provider apparatus. Procedure created convoluted that the fees charged to the public becomes more expensive. Because people do not have the bargaining power to the procedure.

H.    conclusion

Excellent service is the best service provided by the company to meet the expectations and needs of the customer, the customer both inside the company and outside the company.

Three basic concepts (A3) that must be considered in realizing excellent service, namely:

a. The concept of attitude

b. The concept of attention

c. The concept of action

NAMA             : KRISNA RISTANTI

KELAS            : XII AP1

NO. ABSEN     : 19

Cara Posting Powerpoint di BlogPresentation Transcript

Cara Posting Powerpoint di BlogPresentation Transcript

1.     Cara Posting Power Point di Blog

2.     Kunjungihttp://www.slideshare.net/upload
     Klik“Browse and select files…” 

3.     Pilih file yang inginandaupload
     Tunggubeberapasaathinggaprosesupload selesai
     Jikasudahklik“Publish”
     Laluklikpadajudul file anda

4.     Copy kode “Embed” yang adadisamping file

5.     Sekarang Login ke Blog anda
     Klik new entri
     Paste kode embed yang tadianda copy
     Save danlihathasilnya

6.     Keterangan : Inimemilikikelemahan, yaitutampilan slide/animation yang       adadi power point tidakakanmunculpadapostingan blog.

CIRI CIRI SLIDE YANG BAIK

CIRI CIRI SLIDE YANG BAIK

1.      Satu slide, satu pesan

Slide presentasi yang baik hanya terfokus pada satu pesan. Tiap slide sebaiknya mewakili sebuah ide yang ingin dijelaskan. Jangan mencampur beberapa ide berbeda ke dalam satu slide. Audiens akan bingung dan sulit mencernanya. Slide yang fokus pada satu pesan akan lebih kuat, lebih mudah diingat sekaligus mampu menjadi alat komunikasi visual.

2.      Sederhana

Sederhana itu indah. Hal yang sama berlaku untuk slide. Slide sederhana mudah dipahami audiens dalam beberapa detik pertama. Lakukan hal ini dan pastikan pesan yang ingin disampaikan jelas. Jangan gunakan slide yang rumit sehingga audiens kesulitan memahami maksudnya. Ini mengganggu proses komunikasi visual yang sedang Anda lakukan dalam presentasi. Alih-alih membantu komunikasi, slide tersebut malah menghambat komunikasi. Bahkan tak jarang presenter justru menjadi kesulitan menjelaskan maksud dari slide-nya sendiri.

3.      Perkuat penjelasannya, bukan mengulang pesannya

Slide berfungsi untuk mendukung apa yang akan Anda bicarakan secara verbal. Karena itu, Anda bisa menampilkan gambar, diagram, atau ringkasan dari apa yang dibahas. Gunakan hanya kata kunci. Ini membantu audiens menyerap intisari dari ide yang dijelaskan. Slide seperti ini akan memperkuat penjelasan Anda. Jangan tuliskan seluruh teks yang ingin Anda sampaikan dalam slide. Hal itu membuat pengulangan-pengulangan yang tidak perlu. Jika sudah dituliskan seluruhnya, kenapa harus dibacakan lagi?

4.      Kuat secara visual

Slide yang baik memiliki kesan visual yang kuat. Artinya, slide tersebut mampu menumbuhkan semangat, mengundang pertanyaan, menciptakan rasa ingin tahu, atau menggugah emosi audiens. Jika Anda menggunakan gambar, pilih yang paling tepat untuk menggambarkan situasi yang Anda jelaskan. Jika Anda menggunakan diagram, pastikan mudah dipahami, dan fokuskan perhatian pada bagian penting dari data yang ditampilkan. Jika Anda menggunakan teks, pilih kata kunci yang mewakili gagasan yang ingin disampaikan. Jika Anda menampilkan video, pilih segmen yang mampu menjelaskan pesan dengan menarik.

5.      Gunakan teks dengan ringkas

Slide yang baik harus bisa terbaca oleh audiens terjauh yang menyaksikan presentasi. Jika tidak bisa terlihat, artinya slide itu tidak berguna ditampilkan. Bukankah slide untuk menyampaikan gagasan secara visual? Beberapa ahli presentasi menyarankan maksimum lima baris teks. Dengan demikian seandainya Anda harus menampilkan teks dalam bentuk daftar, pastikan tidak lebih dari lima baris.

6.      Hindari bullet point

Dalam buku Really Bad Powerpoint, Seth Godin mengajak para presenter untuk tidak terpaku pada bentuk slide paling standar di dunia: menggunakan bullet point. Banyak cara menyampaikan gagasan selain dengan bullet point. Gunakan kreativitas Anda. Seandainya Anda masih perlu menggunakan bullet point, pastikan hanya melakukannya sesekali saja. Jika tidak, bersiaplah untuk dianggap membosankan.

7.      Alur yang teratur

Slide-slide yang baik memiliki alur teratur, dari pembukaan, penjelasan, sampai penutup. Audiens akan melihatnya sebagai satu kesatuan yang harmonis dan sinergis. Slide yang isinya melompat-lompat dari satu topik ke topik yang lain tanpa alur yang jelas akan menyulitkan audiens untuk memahaminya.

NAMA                       : KRISNA RISTANTI

KELAS                      : XII AP1

NO. ABSEN              : 19

Screen SlideShare

JENIS LIPATAN

Macam, model, jenis lipatan surat dan cara melipat surat jenis Baku, Setengah Baku, Akordion, Semi Akordion, Tunggal, Ganda, Perancis, Baron.

 Adapun penjelasan dari macam atau model atau jenis lipatan surat dan cara melipat surat dari lipatan jenis Baku, Setengah Baku, Akordion, Semi Akordion, Tunggal, Ganda, Perancis, Baron adalah sebagai berikut.

Lipatan Baku (Standard Fold)

Lipatan kertas jenis Baku adalah jenis lipatan surat yang paling umum digunakan.

Cara melipat jenis Baku : Kertas dibagi menjadi tiga bagian sama besar (Bagian 1, 2, dan 3) lalu dilipat dengan posisi bagian 1 dan bagian 3 semuanya dilipat ke arah bagian 2

Lipatan Setengah Baku (Semi Standard Fold)

Lipatan kertas surat jenis Setengah Baku adalah variasi dari lipatan surat bentuk baku, perbedaan terletak pada bagian lipatan atasnya saja.

Cara melipat jenis Setengah Baku : Kertas dibagi tiga bagian, dua bagian sama besar dan satu bagian lebih kecil, kemudian kertas dilipat.

Lipatan Akordion (Accordion Fold)

Lipatan Surat jenis Akordion adalah variasi lain dari lipatan surat bentuk baku.

Cara melipat jenis Akordion : Kertas dibagi tiga sama besar (bagian 1, 2, dan 3) kemudian bagian 1 dilipat ke atas dan bagian 3 dilipat ke bawah..

Lipatan Semi Akordion (Semi Accordion Fold)

Lipatan Surat jenis Semi Akordion adalah variasi lain dari lipatan surat bentuk baku.

Cara melipat jenis Semi Akordion : Kertas dibagi 3 bagian (bagian 1 dan 2 sama besar dan bagian 3 lebih kecil). Bagian 1 dilipat ke atas dan bagian 3 dilipat ke bawah.

Lipatan Tunggal (Single Fold)

Lipatan kertas jenis Tunggal adalah jenis lipatan kertas yang paling sederhana serta paling mudah dibuat karena hanya dengan membagi kertas surat menjadi dua bagian yang sama panjang kemudian dilipat.

Cara melipat jenis Tunggal : Kertas dibagi dua bagian sama besar, lalu dilipat.

Lipatan Ganda (Parallel Double Fold)

Lipatan kertas surat jenis Ganda juga adalah jenis lipatan yang mudah untuk dibuat, karena hanya meneruskan lipatan sekali lagi setelah lipatan tunggal.

Cara melipat jenis Ganda : Kertas dibagi dua sama besar kemudian dilipat (lipatan ke 1). Lipatan ke 1 dibagi 2 sama besar kemudian dilipat (lipatan ke 2).

Lipatan Perancis (French Fold)

Lipatan kertas jenis Perancis sering digunakan untuk surat-surat niaga. Tetapi sekarang banyak surat surat dinas yang menggunakan jenis lipatan kertas surat yang semula merupakan lipatan kertas surat yang digunakan oleh raja dan kaum bangsawan Eropa tersebut.

Cara melipat jenis Perancis : Kertas dibagi dua sama besar kemudiam dilipat (lipatan ke 1). Lipatan ke 1 dilipat kembali sama besar sehingga menghasilkan lipatan ke 2

Lipatan Baron (Baronial Fold)

Lipatan surat jenis Baron sering digunakan untuk surat-surat dinas atau surat yang menggunakan amplop atau sampul yang panjang karena panjang lipatan ini melebihi sampul atau amplop ukuran pendek.

Cara melipat jenis Baron : Kertas dibagi dua sama besar kemudian dilipat (lipatan ke 1), kemudian lipatan ke 1 dibagi tiga sama besar (bagian 1, 2, dan 3). Bagian 1 dilipat ke kiri dan bagian 2 dilipat ke kanan.

Contoh surat BLOCK STYLE dan SEMI BLOCK STYLE

PT. KHOSIMA JAYA BERKASA

Jalan Raya Serang Km. 24 No. 14 Balaraja Tangerang

Telp. (021) 7736027, Fax. (021) 7736037, email : khosimajayaperkasa@yahoo.com

BANTEN

 

Nomor             : 001/PB/X/2014                                                                      31 Oktober 2014

Lampiran         : -

Hal                   : Pemesanan Barang

Yth. Bapak Wijaya Lee

Toko “Pelangi Elektronik”

Jalan Gatot Subroto No. 26

Jakarta Selatan

Dengan hormat,

Dengan ini kami sampaikan, bahwa surat Saudara tanggal 29 Oktober 2014 telah kami terima, kami merasa bahwa barang-barang yang saudara tawarkan sangat memenuhi kriteria kami.

Sehubungan dengan hal tersebut, maka kami bermaksud memesan beberapa  barang untuk melengkapi peralatan di perusahaan kami. Adapun barang-barang yang akan kami pesan adalah sebagai berikut :

No.	Nama Barang	Merk	Banyaknya	Harga	Jumlah
1.	Netbook	Apple	buah	Rp 5.000.000	Rp 20.000.000
2.	Laptop	Toshiba	buah	Rp 4.000.000	Rp 12.000.000
3.	Printer	Cannon	buah	Rp 400.000	Rp  2.400.000
4.	LCD	Toshiba	buah	Rp 5.000.000	Rp  5.000.000

Kami berharap barang-barang tersebut dapat tiba digudang kami paling lambat tanggal 1 minggu. Untuk pembayaran kami akan membayar 50% di muka dan sisanya akan kami bayar setelah barang tersebut tiba digudang kami.

Atas perhatian dan kerjasama Saudara, kami ucapkan terima kasih.

                                                                                                            Hormat kami,

                                                Wahyudi

               

                                                                                                            Wahyudi Sri Lokeswara, ST

                                                                                                            Manager Pemasaran

PT. KHOSIMA JAYA BERKASA

Jalan Raya Serang Km. 24 No. 14 Balaraja Tangerang

Telp. (021) 7736027, Fax. (021) 7736037, email : khosimajayaperkasa@yahoo.com

BANTEN

 

Number           : 001 / PB / X / 2014                                                                October 31, 2014

Attachment      : -

Re                    : Order Goods

Designation. Mr. Wijaya Lee

Shop "Rainbow Electronics"

Jalan Gatot Subroto No. 26

Jakarta Selatan

Dear Sirs,

            By this we say, that your letter dated October 29, 2014 we have received, we feel that the items you are offering a very fulfilling our criteria.

            In connection with this, we intend to order a few items to complete the equipment in our company. As for the items that will be our message is as follows:

No.	Name of Goods	Brand	Many	Price	Amount
1.	Netbook	Apple	buah	Rp 5.000.000	Rp 20.000.000
2.	Laptop	Toshiba	buah	Rp 4.000.000	Rp 12.000.000
3.	Printer	Cannon	buah	Rp 400.000	Rp  2.400.000
4.	LCD	Toshiba	buah	Rp 5.000.000	Rp  5.000.000

We hope these items can arrive our warehouse no later than 1 week. For payment we will pay 50% in advance and the balance will be paid after the goods arrived our warehouse.

            You for your attention and cooperation, we thank you.

                                                                                                            Your Sincerely,

                                                Wahyudi

               

                                                                                                            Wahyudi Sri Lokeswara, ST

                                                                                                            Manager Pemasaran