Definition
of
Service Excellence
Excellent service is the best service that the company provides to meet the expectations and needs of the customer, whether the customer within the company and outside the company.
Excellent service is the best service that the company provides to meet the expectations and needs of the customer, whether the customer within the company and outside the company.
Service
Process
a. Core service
That is the service provided to the customer as its main product. For example for a hotel room supply. Companies can have multiple cores services, such as airline offers flights within the country and abroad.
b. facilitating service
That is an additional service facilities to customers. For example the service "check in" in flight. Facilitating service is an additional service that is compulsory.
c. supporting service
That is an additional service to improve the value of the service or services to distinguish the competitors. For example, in a hotel restaurant.
a. Core service
That is the service provided to the customer as its main product. For example for a hotel room supply. Companies can have multiple cores services, such as airline offers flights within the country and abroad.
b. facilitating service
That is an additional service facilities to customers. For example the service "check in" in flight. Facilitating service is an additional service that is compulsory.
c. supporting service
That is an additional service to improve the value of the service or services to distinguish the competitors. For example, in a hotel restaurant.
4 concept,
which consists of:
1. Attitude
In carrying out the concept of excellent service to the customers, an attitude or an attitude that is the main point. Friendly attitude and patience in doing service to consumers, be it upscale customers and small customers should be applied to the balance. To create the impression of a good attitude in the eyes of consumers, it is the employees who interact directly with customers must use polite language, deft in handling complaints, and make the customer as a king.
2. Attention
Attention action or attention is to pay attention to the wishes of customers and focus in creating customer satisfaction. Attention can be realized in various ways, for example, look at the character of the consumers who come to understand the interests and needs of customers, and be able to provide advice to customers if necessary.
3. Action
After you start the services to consumers with a good attitude, and then pay attention to all the things that the consumer wants (attention), then the next step is to immediately take action (action) in order to realize what is expected by the consumer. Action is done should meet the principles of fast, precise, efficient and safe. For example, in business computer repair services, customers who came certainly hope that the computer you want to repair can be quickly completed with a proper diagnosis of the problem, cost-effective and safely repaired.
1. Attitude
In carrying out the concept of excellent service to the customers, an attitude or an attitude that is the main point. Friendly attitude and patience in doing service to consumers, be it upscale customers and small customers should be applied to the balance. To create the impression of a good attitude in the eyes of consumers, it is the employees who interact directly with customers must use polite language, deft in handling complaints, and make the customer as a king.
2. Attention
Attention action or attention is to pay attention to the wishes of customers and focus in creating customer satisfaction. Attention can be realized in various ways, for example, look at the character of the consumers who come to understand the interests and needs of customers, and be able to provide advice to customers if necessary.
3. Action
After you start the services to consumers with a good attitude, and then pay attention to all the things that the consumer wants (attention), then the next step is to immediately take action (action) in order to realize what is expected by the consumer. Action is done should meet the principles of fast, precise, efficient and safe. For example, in business computer repair services, customers who came certainly hope that the computer you want to repair can be quickly completed with a proper diagnosis of the problem, cost-effective and safely repaired.
4. Anticipation
As a back up last of effort doing excellent service to the consumer is to prepare a solution of all the possibilities that may occur in your business. This is known as the anticipation of business. Anticipate the need to be prepared in excellent service certainly related to the interests of consumers. For example, in the guest laundry services, customers will be given compensation or similar clothes when washing results occur disability or torn. That's necessary to anticipate the anticipation or other form of funding in order to ensure customer satisfaction and loyalty.
Nama : Krisna Ristanti
Kelas : XII AP1
No.
Absen : 19
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