up your service

up your service!

kesuksesan pelayanan customer Bank Mandiri

Customer Care & Services Group

© PT Bank Mandiri (Persero) Tbk.

April 22, 2023

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up your service .. ! can you … ?

Customer Care & Services Group

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Garuda – Wings Air

Sogo - R**ayana

Kantor Pos - DHL

Blue Bird - Borneo Taxi

persepsi stakehold

er thd suatu brand

apa yang anda bayangkan jika melihat/mendengar tentang :

Customer Care & Services Group

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brand experience

Brand experience merupakan persepsi yang tercipta dalam benak customer yang tergantung aktivitas yang dilakukan baik oleh individu atau maupun unit kerja secara keseluruhan dalam mewujudkan brand promisesnya

aman

proses cepat

produk kompetitif

layanan terbaik

???

Bank Mandiri’s promises ?

Customer Care & Services Group

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moment of truth

parkir

mengambil kartu “visitor”

menunggu lift

bertemu security

menunggu di kursi tunggu

bertemupegawai

mengembalikankartu visitor

turun ke lantai dasar

masuk

keluar

Customer Care & Services Group

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siapakah customer ?

Customer Care & Services Group

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hirarki kepuasansatisfaction

Customer Care & Services Group

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hirarki kepuasan satisfaction

Customer Care & Services Group

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April 22, 2023

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konsep service excellence

Customer Care & Services Group

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konsep service excellence

Customer Care & Services Group

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Service Excellence

Process

Customer View

Inside View

April 22, 2023

konsep service excellence

Corporate Culture

Customer Care & Services Group

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konsep service excellence

SettingStandard

TrainingMeasurement

Improvement

Place

ProcessProduct

People

Customer Care & Services Group

© PT Bank Mandiri (Persero) Tbk.

April 22, 2023

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konsep service excellence

Customer Care & Services Group

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rahasia layanan terbaiksecrets of superior service

UP Your Service!

lakukan hal-hal melebihi harapan customer anda

Ada perbedaan besar antara melakukan hal sesuai dengan yang customer harapkan dan melakukan hal yang melebihi harapan customer

Perbedaan diantara menjawab pertanyaan dan menyelesaikan masalah, memenuhi harapan customer dan melakukan hal yang melebihi harapan customer

Customer Care & Services Group

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rahasia layanan terbaiksecrets of superior service

UP Your Service!

buat hal sederhana yang dapat sangat berarti bagi customer anda

Untuk dapat memberikan kepuasan kepada nasabah, kita harus membuat “hal besar” sesuai dan berjalan sempurna, seperti : product,delivery,pricing,processes dan people

Tetapi terkadang hal terkecil sekalipun dapat membuat persepsi positif di benak customer

Customer Care & Services Group

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rahasia layanan terbaiksecrets of superior service

UP Your Service!

3 hal yang harus dilakukan untuk menyambut customer anda

acknowledge the person, membuat customer tahu bahwa kita tahu keberadaan customer. Hal ini dapat dilakukan dengan hal-hal kecil seperti: “simple eye contact”

make positive gestures, buat gerak tubuh positif kepada customer anda

extend an offer to help, ada yang bisa saya bantu ?

Customer Care & Services Group

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bagaimana cara melakukan “service excelence”

UP Your Service!

see the

world from

YOURCUSTOMER’S

point of

view

thank you