up your service
DESCRIPTION
Persentasi bankTRANSCRIPT
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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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
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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.
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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