BAGAIMANA MENGAPLIKASIKAN

AMALAN PERKHIDMATAN KAUNTER

TERBAIK?

Dr. G. SUKHDEV SINGH RANU

RANU PROFESSIONAL DEVELOPMENT SUPPORT
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USING…………
The Six Keys
1. KNOWLEDGE
2. PRIDE
3. COMPETENCE
4. APPEARANCE
5. COMMITMENT
6. EXTRA EFFORT
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 RAISE
YOUR
STANDARDS!

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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

YOUR CUSTOMERS ARE YOUR MOST VALUABLE ASSETS

 YOUR CUSTOMERS ARE THE REASON YOUR COMPANY

IS IN BUSINESS

 YOUR CUSTOMERS ARE THE WORK YOU DO EVERY

DAY

 YOUR CUSTOMERS ARE YOUR COMPANY’S PROFIT

 CUSTOMER SERVICE IS PEOPLE CONNECTING WITH

PEOPLE *
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STANDARDS OF CUSTOMER SERVICE
5 CHARACTERISTICS

• 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.

Basic need : Acceptance.

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 MR.BOSS

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

- Know the type of customer

- Ensure the type of service
- Customer friendly systems & format

- Identify customer needs & expectations

- Realize cost of losing a customer
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 To maintain a positive
Impression
• By appearance and the way you look.

• By the use of your Body Language.

• By the use of voice effectively.

• By staying energized.

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 BUILDING PERSONALITY
AND CORPORATE IMAGE.
 IMAGE AND
PERSONALITY
 POSITIVE ATTITUDE

 MISSION VS VISION

 PRODUCT AND SERVICE

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4 Steps of impression Making Step 1

By your appearance ; How do you look ?

First impression really counts
- Hair grooming -neat,clean ?
- Personal hygiene -clean fingernails, body a
- Appearance of clothing- cleaned,
dour ? ironed ?
- Appropriate shoes - clean, polishes ?
- Choice of clothing -appropriate for workplace ?
- accessories - not to wild / excessive ?
- Make-up - Light , well applied ?
- Male facial hair - properly shaven, no stubble ? 1923
 Staff VS System
Services offered depend on 2
important aspects

1.) 2.)
System Staff
- Procedures - Commitment
s
- Formats - Capability
- Communication
-Systems

-Training - Motivation

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FOUR TYPES OF SERVICES

THE FREEZER (F1)

Staff : Low

System: Low

Message to customers
“We don’t care”
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 FOUR TYPES OF SERVICES

THE FACTORY (F2)

Staff : Low
System: High

Message to customers :
“You are a number. We have to process you”

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 FOUR TYPES OF SERVICES

THE FRIENDLY ZOO (F3)

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

THE FAST & FRIENDLY (F4)

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

Exchange of facts, ideas,

meaning, feeling or impressions
between 2 or more subjects

Receiver
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Means of communication

Related to body language & gestures :

-Facial gestures

- Hand movement
-Body postures
- Walk and deportment
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Means of communication

Related to words …..

- 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

- Occasionally nod to follow

- Utter words like “I see”

“a-ha”, “I understand”.

- Ask question to clarify.

- Repeat some statements by restating own

understanding.
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 POSSIBLE BARRIERS.

Prejudice Cultural Mood and

Background Emotion

Environment Language Selective

Command Perception

Body Listening Impressions

Language
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Service Error Analysis

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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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