Professional Documents
Culture Documents
Bagaimana Mengaplikasikan Amalan Perkhidmatan Kaunter Terbaik
Bagaimana Mengaplikasikan Amalan Perkhidmatan Kaunter Terbaik
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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.
External
Customers
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Who are your internal
customers? – Line of Sight
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PRINCIPLES OF CUSTOMER SERVICE
• BASIC
• EXPECTED
• DESIRED
• SURPRISING
• UNBELIEVABLE
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MR.P.R.
General Outlook
Fun loving, active, spontaneous, talkative,
entertaining, energetic, optimistic over new
development
Basic need :
Personal Recognition
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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.
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 with
maintaining order.
Basic need :
Security
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Keys to Customer Satisfaction
• By staying energized.
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BUILDING PERSONALITY
AND CORPORATE IMAGE.
IMAGE AND
PERSONALITY
POSITIVE ATTITUDE
MISSION VS VISION
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4 Steps of impression Making Step 1
1.) 2.)
System Staff
- Procedures - Commitment
s
- Formats - Capability
- Communication
-Systems
-Training - Motivation
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FOUR TYPES OF SERVICES
Staff : Low
System: Low
Message to customers
“We don’t care”
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FOUR TYPES OF SERVICES
Message to customers :
“You are a number. We have to process you”
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FOUR TYPES OF SERVICES
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
Staff : High
System: High
Message to customer :
“We care and we deliver”
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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
Receiver
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Means of communication
-Facial gestures
- Hand movement
-Body postures
- Walk and deportment
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Means of communication
- Listening
-Speaking
-Reading -Writing
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Means of communication
VOCAL
Related to SOUND AS AN INSTRUMENT:
-Tone
- Intonation
-Pronunciation
- Volume
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EFFECTIVE LISTENING
- Eye-to-eye-contact
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Dealing with the angry customer !
• Greet and acknowledge • Never argue
• Use name properly • Never blame
• Listen and empathize • Give feedback
• Don’t take in personally • Summarize – restate
• ‘Smile’ and stay calm problem
• Have all information • Suggest alternatives to
• Ask questions to clarify solve problem
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Saya Anak Malaysia
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