service excellence - 5 element of quality service
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5 ELEMENT OF QUALITY SERVICE
Service Excellence
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RELIABILITY
ASSURANCE
TANGIBLE EMPATHY
RESPONSIVENESS
5 Element of Quality Service
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RELIABILITY
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Kemampuan untuk memberikan apa yang dijanjikan, terpercaya dan akurat
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Action Strategy :
Pastikan bahwa Anda benar mengidentifikasi kebutuhan pelanggan, Berjanji hanya apa yang bisa Anda berikan, dan Follow up untuk memastikan bahwa produk atau jasa yang diterima seperti yang dijanjikan
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ASSURANCE
Pengetahuan, kesopanan dan kemampuan pegawai membawa kepercayaan dan keyakinan
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Action Strategy :
Meluangkan waktu untuk melayani pelanggan satu per satu. Buktikan pelayanan prima dengan menggunakan teknik komunikasi efektif untuk menjelaskan produk dan layanan secara akurat
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TANGIBLE
Fasilitas, peralatan dan penampilan pegawai
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Action Strategy :
Menjaga ruang kerja dengan cara yang rapi teratur, Berpenampilan profesional dan menarik Memelihara standar kebersihan
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EMPATHY
Tingkat kepedulian dan perhatian pegawai yang diberikan kepada pelanggan
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Action Strategy :
Dengarkan emosi dalam pesan pelanggan Anda, Tempatkan diri Anda di tempat mereka, Sungguh-sungguh menawarkan layanan untuk mengatasi kebutuhan dan kepentingan mereka
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RESPONSIVENESS
Kemauan untuk membantu pelanggan dan memberikan pelayanan yang cepat
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Action Strategy :
Can-do Attitude Ambil langkah-langkah untuk membantu pelanggan menemukan apa yang mereka butuhkan
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