6.2.PPT

Document Sample
6.2.PPT Powered By Docstoc
					 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.

				
DOCUMENT INFO
Shared By:
Categories:
Stats:
views:4
posted:9/22/2011
language:English
pages:17