6.2 GIVING AID TO GROUP AND CONSUMER Best Service (Customer care) Definition : best service which passes to good [customer/ client] [of] Internal [customer/ client] and External pursuant to service procedure and standard System Program Fidelio PROGRAM SYSTEM OF FIDELIO That is sophisticated Communication means, with aim to water down work to get maximal result SERVICE • S = Smile To one every ( Giving to smile to everybody) • E = Excellent In do we everything ( Doing altogether as • maximum and gratify) • R = Reaching Out hospitality with guest every to ( Range and • come near affable guest fully) • V = Viewing Every ace guest of special ( Looking into felt very • all one's ear) • I = Inviting Guest return to ( [Doing/Conducting] everything to • guest to make the guest come returning) • C = Creating A aerospace warm ( Always create chummy • atmosphere to guest) • E = Eye Contact care we shows that ( Eye once in a while • have to contact with guest view so that guest can call us • if/when needing something) Steps of Best Service 1. As according to standard 2. Exceeding the existing service standard 3. Best service as long as there is no standard. Five principal dimension [of] service as measuring rod 1. Reliability 2. Responsiveness 3. Assurance 4. Empathy 5. Tangibles Keterangan ada di slide berikutnya Five principal dimension [of] service as yardstick 1. Reliabilities ( Reliability), ability to give service of correct and precise way as according to what have been promised [by] company to guest. 2. Responsive ( Responsiveness), desire or awareness to act quickly assist guest so that can give timely service. 3. Certainty/ Guarantee ( Assurance), knowledge concerning manner and nature of respect to guest and also feel self confidence [all] officers ably had in giving service. Five principal dimension [of] service as measuring rod ( continuation) 1. Empathy ( Empathy), giving attention individually with the meaning there are feeling willingness to [do/conduct] approach , giving effort and protection to understand wish, need and feeling of guest. 2. Real ( Tangibles), something that look or real like appearance [all] officers, physical facility like supply and equipments which supporting execution of service duty. CONCEPTUAL MODEL [of] QUALITY SERVICE From mouth DIMENSION of[is to mouth QUALITY OF SERVICE EXPECTATION OF Responsive Individual GUEST CONCERNING Need Reliabilitas [of] SERVICE Guarantee / certainty of Experience Real Empathy FACT OF QUALITY SERVICE 1. Expectation < Fact 2. Expectation = 3. Expectation > Fact ( Quality very Fact ( Quality ( Dissatisfactory gratify) Quality) gratify ) Sumber : Agus Sulastiyono, Manajemen Penyelenggaraan Hotel, CV Alfabeta Bandung, Hal. 36. Background [cutomer/ client] 1. Cultural factor 2. Social and economy Factor 3. Health factor 4. Availability of Time 5. Age 6. Personality 7. Enthusiasm CUSTOMER DEMAND 1. Listening and comprehend what is asked. 2. Face efficient patiently friendly and. 3. Assuring request and requirement of [cutomer/ client] can fulfill. 4. Aid giving friendlyly and fraternize. 5. Improving product and service of organization / institute / company to guarantee re- visit. 6. Show positive appearance / professional. RELATION of COSTUMER AND CLIENT 1. Anticipation , comprehend and fulfill expectation and requirement of [cutomer/ client]. Give service with much attention. 2. Aid moment information giving needed. 3. Communicating with full of confidence. Always show professional attitude. 4. Comprehend obligation and duty. 5. Knowledge concerning location attraction and service. Knowledge concerning system and product of infomasi. Skills of handling complaint. • Satisfaction of [Customer/ client] is a situation in someone's individualism, where the people succeed isn't it something that become desire and requirement – desire of him. • Requirement is the condition of someone to have something which do not have and something [it is] [is] obliged to for him/herself • Desire is someone condition feeling lacking of to inveterate something that for him/herself Goods Services 100% 75 % 50 % 25 % 25 % 50% 75% 100 % Self- service groceries Automobile Installed Carpenting Fast food Restaurant meal Restaurant meal Auto maintenance Hospital care Hair cut Consultating Service Sumber:Richard B.Chase,Nicholas J.Aquilano,Production and Operation Manajement, RichardD Irwin,INC, 1995, p 8. HANDLING SIGH OF [CUTOMER/ CLIENT] 1. Listening - handle sigh of [cutomer/ client] seriously, friendliness and sensitive. 2. Advising- determining the nature of and detail of him. 3. Answer to- advise [cutomer/ client] concerning what which must be done. 4. Bring an action against - finishing sigh [so that/ to be] satisfied [cutomer/ client] limited to kewenangan had. 5. Reporting- reporting to more superior have authority [to] which cannot handle [by] xself. 6. Act lanjuti- equip documentation in accurate figure and correctness.