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    Service Excellent RS PON (Share To RS PON)

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    ha di
    The document discusses the importance of service excellence for RS Pusat Otak Nasional hospital. It covers several key points: 1) Understanding the increasing expectations of customers due to technology advances and their desire to be treated well. 2) Service is the responsibility of all employees and frontline staff play a key role in building impressions. 3) Explaining what service means to meet and potentially exceed customer needs and expectations. 4) Discussing factors that influence customer experience like people, processes, products and environment.

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    Service Excellent RS PON (Share To RS PON)

    Uploaded by

    ha di
    60 views35 pages
    The document discusses the importance of service excellence for RS Pusat Otak Nasional hospital. It covers several key points: 1) Understanding the increasing expectations of customers due to technology advances and their desire to be treated well. 2) Service is the responsibility of all employees and frontline staff play a key role in building impressions. 3) Explaining what service means to meet and potentially exceed customer needs and expectations. 4) Discussing factors that influence customer experience like people, processes, products and environment.

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    Service Excellent RS PON (Share to RS PON)

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    The document discusses the importance of service excellence for RS Pusat Otak Nasional hospital. It covers several key points: 1) Understanding the increasing expectations of customers due to technology advances and their desire to be treated well. 2) Service is the responsibility of all employees and frontline staff play a key role in building impressions. 3) Explaining what service means to meet and potentially exceed customer needs and expectations. 4) Discussing factors that influence customer experience like people, processes, products and environment.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    60 views35 pages

    Service Excellent RS PON (Share To RS PON)

    Uploaded by

    ha di
    The document discusses the importance of service excellence for RS Pusat Otak Nasional hospital. It covers several key points: 1) Understanding the increasing expectations of customers due to technology advances and their desire to be treated well. 2) Service is the responsibility of all employees and frontline staff play a key role in building impressions. 3) Explaining what service means to meet and potentially exceed customer needs and expectations. 4) Discussing factors that influence customer experience like people, processes, products and environment.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 35

    SERVICE

    EXCELLENCE

    PT. Bank Mandiri (Persero) Tbk. 14 July 2022


    AGENDA

    1.Service Awareness
    2.Service Mindset (CX)
    3.Service Skill

    Service Excellence for RS Pusat Otak Nasional


    SERVICE
    AWARENESS

    Service Excellence for RS Pusat Otak Nasional


    Mengapa
    Perlu
    melakukan
    Service

    Service Excellence for RS Pusat Otak Nasional


    Customer : Harapan customer terus
    meningkat karena perkembangan
    teknologi, wawasan dan ingin
    diperlakukan dengan baik

    Service merupakan tanggung


    jawab seluruh pegawai dan
    pegawai sangat berperan dalam
    membangun kesan.

    Service Excellence for RS Pusat Otak Nasional


    EKSPRESIKAN KEINGINAN UNTUK MEMBANTU

    “Setiap saya memerlukan bantuan


    dari Karyawan RS PON, mereka
    selalu dan bersemangat dan murah
    senyum Siapa pun dia.”

    Service Excellence for RS Pusat Otak Nasional


    Why Service ?

    Mengapa service
    itu penting?

    Service Excellence for RS Pusat Otak Nasional


    Why Service ?

    Our Job

    8
    Service Excellence for RS Pusat Otak Nasional
    Why Service ?
    RS PON

    Our Job

    9
    Service Excellence for RS Pusat Otak Nasional
    Why Customer Leave
    Berlaku untuk semua Bisnis

    68 %
    Rude or discourteous service (don’t care)

    Service Excellence for RS Pusat Otak Nasional


    Apa itu ……..

    Service Excellence for RS Pusat Otak Nasional


    Service adalah Experience
    Memenuhi kebutuhan
    dan atau *) melampaui
    Semua yang MEREKA
    harapan nasabah
    butuhkan dan
    *) Jika mungkin harapkan dari kita

    Customer Experience

    Service Excellence for RS Pusat Otak Nasional


    Service is ....

    Tamu menginginkan Tamu menginginkan Nasabah menginginkan


    > kamar > makanan > transaksi

    Bagaimana dengan nasabah yang datang ke RS PON ?

    Service Excellence for RS Pusat Otak Nasional


    ORDER PIZZA . . .

    Service Excellence for RS Pusat Otak Nasional


    ORDER PIZZA . . .
    Bad Service Good Service
    when the customer gets the treatment which is when the customer gets the treatment that
    less than his/her expectation meets his/her expectations.

    Excellence Service
    When customer gets a little more that what
    he/she expected

    15
    Service Excellence for RS Pusat Otak Nasional
    Siapa yang dimaksud dengan Pelanggan ?

    Service Excellence for RS Pusat Otak Nasional


    • Seseorang yang membutuhkan pelayanan kita
    • Siapapun yang KITA butuhkan untuk (kesuksesan
    dan pencapaian) urusan kita

    Service Excellence for RS Pusat Otak Nasional


    7/14/2022

    Who is the Customer ?

    Service Excellence for RS Pusat Otak Nasional


    7/14/2022

    Who is the Customer ?

    Service Excellence for RS Pusat Otak Nasional


    Mahatma Gandhi

     A Customer is the most important visitor on our


    premises.
     He is not dependent on us. We are dependent on him
     He is not interruption in our work
     He is the purpose of it
     He is not an outsider in our business. He is part of it
     We are not doing him a favor by serving him. He is
    doing us a favor by giving us an opportunity to do so

    Service Excellence for RS Pusat Otak Nasional


    Customer ?
    • Nasabah terdiri dari nasabah internal dan eksternal .
    • “jika anda tidak melayani nasabah, layanilah orang
    yang melayani nasabah”
    Internal Customer

    Eksternal Customer

    Service Excellence for RS Pusat Otak Nasional


    SERVICE
    MINDSET
    (Customer Experience)

    Service Excellence for RS Pusat Otak Nasional


    Service Quality (SQ) : mengapa penting?

    “Harapan customer terus meningkat…”

    “Customer yang puas akan lebih mungkin


    untuk loyal & membantu dalam penciptaan
    corporate image …”

    WHY

    Service Excellence for RS Pusat Otak Nasional


    Service Quality (SQ)…

    MEMBERI MANFAAT
    SERVICE Memenuhi kebutuhan & harapan customer,
    PROVIDER jika mungkin melampaui harapannya, melalui
    product, process, people & place (4P)

    KEBUTUHAN & HARAPAN


    • Kebutuhan: alasan utama untuk interaksi (apa)
    • Harapan: keinginan yang dipikirkan
    CUSTOMER

    Service Excellence for RS Pusat Otak Nasional


    MENGAPA CUSTOMER EXPERIENCE PENTING?

    Customer menilai kita berdasarkan CX yang


    dialami
    CX adalah pembeda kita dengan pesaing
    CX positif mendorong loyalitas customer
    CX positif mendorong rekomendasi customer

    Service Excellence for RS Pusat Otak Nasional


    CUSTOMER EXPERIENCE (CX):
    APA YANG CUSTOMER…
    lakukan lihat &
    dengar sentuh
    cium
    rasa pikirkan

    saat mereka melakukan kontak


    dengan kita

    Service Excellence for RS Pusat Otak Nasional


    APA YANG MEMPENGARUHI CUSTOMER
    EXPERIENCE?

    Process & People


    system

    Product
    Place

    Service Excellence for RS Pusat Otak Nasional


    SERVICE SKILL

    Service Excellence for RS Pusat Otak Nasional


    Layanan Prima Standar

    SKILL SIKAP
    Kerapihan, kecepatan Bahasa Verbal dan
    dan ketelitian Non Verbal

    PENAMPILAN
    Kerapihan dan Kebersihan

    Service Excellence for RS Pusat Otak Nasional


    SIKAP STAFF
    o Sambutan (greeting)
    o Sikap dalam melayani (attentiveness,
    responsiveness, courtesy, emphaty,
    willingness to help)
    o Ucapan terima kasih
    SKILL STAFF
    o Kemampuan melayani customer
    o Kecepatan
    PENAMPILAN STAFF
    o Dandanan, Pakaian, dan perlengkapan
    o Kondisi meja kerja (kebersihan,
    ketersediaan formulir)

    Service Excellence for RS Pusat Otak Nasional


    Bagaimana menciptakan First Impression yang baik ?
    • Berpakaian rapi
    • Hadir tepat waktu
    • Mengingat Nama
    • Bahas Hal Yang menarik
    • Jadi Pendengar yang baik
    • Selalu tersenyum
    • Jangan lupa berjabat tangan

    Service Excellence for RS Pusat Otak Nasional


    CITRA DIRI
    =
    CITRA KORPORASI
    Senantiasa menjaga nama baik diri dalam mewakili Perusahaan dengan
    memberikan kesan yang sehat dan teratur dalam pandangan pertama.

    Service Excellence for RS Pusat Otak Nasional


    7 Elements of Professional Grooming

    Rambut

    Aksesori Wajah

    Grooming
    Busana Tangan CAN YOU
    DO IT
    FOR YOURSELF?
    Mulut &
    Tubuh
    Gigi

    Service33
    Excellence for RS Pusat Otak Nasional
    34

    Manusia Service

    • Pribadi yang peka dan sensitif terhadap kebutuhan seseorang


    • Pribadi yang memiliki energi tinggi
    • Pribadi yang sangat tulus dan otentik
    • Pribadi yang memiliki kreativitas dan imajinasi
    • Pribadi yang mendapatkan kepuasan pribadi dari menyenangkan orang lain

    Service Excellence for RS Pusat Otak Nasional


    Service Excellence for RS Pusat Otak Nasional

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