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
Tidak ada komentar:
Posting Komentar