12 Steps to Success

through Service
 What is Customer Satisfaction?

Customer Satisfaction
is a moving target
Giving customers a little more than they expect

My Expectations
My Treatment

When is less than THIS = Bad Service

My Treatment
My Expectations

When exceeds THIS = Good Service

Giving customers a little more than they expect

The secret of business is to just exceed

what your customer expects which
results customer pleasure or delight !

Quote:
We don’t know what service is –
until we don’t get it!
Turning the pyramid upside down!
Service Hero Customers
Service
Leader
Top-down
Board
Front - liners

Senior
Management Management and
functions as support

Middle Management Board

Provides
Two-way
vision

Front - liners

Customers
12 Rules for Culture Change

1. Clarity 7. Commitment
2. Consistency 8. Celebration
3. Context 9. Coalitions
4. Colleagues 10.Consequences
5. Champion 11.Cement
6. Communication 12.Courage
Contoh MOT: Jasa Penerbangan
• pembelian tiket • kenyamanan
(layanan informasi) kursi
• check-in • menu makanan
• airport lounge • mendarat dengan
• boarding time mulus
• layanan ketika • pengambilan
masuk pesawat bagasi
Contoh MOT: Layanan IT
• layanan helpdesk • realitas layanan
– keramahan • profesionalisme
– waktu tunggu teknisi/engineer
– analisa masalah • kualitas layanan
• solusi yang (masalah teratasi?)
ditawarkan
• waktu tunggu
Contoh MOT: IT Sales Company
• layanan reception • profesionalisme
– keramahan tim sales dan
– waktu tunggu support
• waktu respon • kualitas layanan
terhadap kebutuhan • Pemahaman akan
kebutuhan (empati)
Beberapa Tips menghadapi user
1. Selalu bersikap ramah
2. Bayangkah Anda di posisinya (empati)
3. Ulangi permintaan user (rephrasing)
4. Eye contact (kecuali jika melalui telepon)
5. Jangan terpancing dalam perdebatan
6. Ajukan pertanyaan klarifikasi & verifikasi
7. Jawablah dengan kalimat lengkap
8. Lakukan konfirmasi setelah problemnya closed
9. Berikan layanan ekstra jika memungkinkan.
Top Six IT Issues
1. IT is not aligned with the business
(cost center vs customer solutions mindset, services catalog is not well
defined)
2. Communication is ineffective
(within IT, IT and business, IT and vendors)
3. I've cut as much as I can cut. But still not enough.
Now what? (how do I make what I have work?)
4. Organizational problems
(Silos, technology/functional centric vs services centric)
5. Process problems
(Missing or ineffective process, bureaucratic process)
6. People problems
(unclear roles & resp, behaviors not aligned org objectives)
The Ten Commandments
• You should organize to focus on mission critical
• You should partner and align with the business
• You should build and cultivate relationships inside and outside the
enterprise
• You should design an infrastructure that's a competitive advantage
• You should focus on the customer
• You should honor time-tested disciplines (standards, processes, etc)
• You should demonstrate and convey the value of IT throughout the
enterprise
• You should establish and uphold a common set of shared values
• You should focus with the same intensity on organization, people, and
process components as thou does on technology and development!
• You should measure and benchmark!