Customer Service Professional

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Customer Service Professional

  1. 1. DELIVER  SERVICE  EXCELLENCE  THROUGH  TEAMWORK   Asdrin  Qi  Ranne      2010141116   Debby  Citra        2010140697   Shinta  Hawa  Thandari    2010140901   Tania  Joviani        2010140851   Valerine          2010140219   Vebrina  Ajeng          2010140691   PR14  –  1C    STIKOM  –  LONDON  SCHOOL  OF  PUBLIC  RELATIONS  JAKARTA  
  2. 2. DELIVER  SERVICE  THROUGH  TEAMWORK   =   At  work  everyone  performs  as  part  of  a  team  VALERINE  
  3. 3. Why  team  working  is  so   IMPORTANT  for   customer  service?   From  the  point  of  view  of  the   customer  :  products  and  services   oXen  cannot  be  dealt  with  by  one   person  alone  -­‐  several  team   members  may  be  involved  when   dealing  with  a  single  customer.    VALERINE  
  4. 4. od   To  increase  a  go n,   te am  corpora[o y   the re  are  certainl o:   seve ral  things  to  d Need  to  pass  on  a  lot   of  informa[on  about   the  customer   Each  member  should   know  their  own  role  and   the  roles  of  the  other   team  members.  VALERINE  
  5. 5. What  can  help  increase   the  effecMveness  in   corporaMon  conducted   in  a  team?    VALERINE  
  6. 6. TECHNOLOGY  VALERINE  
  7. 7. THE  BENEFITS  OF  TEAMWORK  ASDRIN  QI  RANNE  
  8. 8. Another  benefit  of  teamworking  is  that   People  in  another  departments  and  other   parts   The  key  benefits  of  teamworking   Of  business  can  deliver  more   Using  others  to  help  you  with  problems   Effec[ve  service   and     difficul[es  ASDRIN  QI  RANNE  
  9. 9. REMEMBER  AS   CUSTOMER  SERVICE   TEAMWORK…     Prime  Objec+ve  of   CSP  team   Deliver  excellent   service     Know  how  to  deliver   To  the  customer   excellent     Service  to  the  customer   ‚The teams overall objective where there should be a shared vision of service excellence‘ASDRIN  QI  RANNE  
  10. 10. INVOLVEMENT     OF  PEOPLE   Involvement   MoMvaMon   People  at  work  like  to  be  involved.  A   sense  of  involvement  tends  to  mo[vate   people.   Everyone  in  the  organiza[on  can   ul[mately  be  involved  in  delivering   service  excellence  to  the  customer    ASDRIN  QI  RANNE  
  11. 11. OTHER   The  team  has  shared   objec[ves    Better knowledge of others job roles BENEFITS   Enjoyment of Working with Others Increased  involvement,  job   Sa[sfac[on,  and  mo[va[on   Someone  to  help  out  when     There  are  deadlines  to  meet   Beger  communica[on   between  departments  ASDRIN  QI  RANNE  
  12. 12. SATISFY  YOUR  INTERNAL   CUSTOMERS  SHINTA  HAWA  THANDARI  
  13. 13. INTERNAL   CUSTOMERS   =   EXTERNAL   CUSTOMERS  SHINTA  HAWA  THANDARI  
  14. 14. HOW   TO   ?  SHINTA  HAWA  THANDARI  
  15. 15. ♡ Maintain  a  healthy  work   culture   ♡ Respect  to  others   ♡ Mo[va[on  on  work   MAINTAIN   A  HEALTHY   RELATIONSHIP  SHINTA  HAWA  THANDARI  
  16. 16. IMPROVE  INTERNAL  CUSTOMER  SATISFACTION!   LISTENS   APPRECIATION   BONUS  SHINTA  HAWA  THANDARI  
  17. 17. WORKING  WITH  OTHER   ORGANIZATION  DEBBY  CITRA  
  18. 18. EXTERNAL  CUSTOMERS     include     SUPPLIERS   PARTNER  ORGANIZATIONS  DEBBY  CITRA  
  19. 19. SEE  PARTNER  AS  CUSTOMER!  DEBBY  CITRA  
  20. 20. DELIVER  SERVICE   EXCELLENCE  DEBBY  CITRA  
  21. 21. CLEAR  PRINCIPLES  OF  TEAMWORKING  VEBRINA  AJENG  
  22. 22. Specific  Measureable  Achievable  RealisMc  Timed  VEBRINA  AJENG  
  23. 23. WELL  DEFINED  ROLES   FOR  EVERY  TEAM   MEMBERS  VEBRINA  AJENG  
  24. 24. AGREED  STANDARDS  AND  PROCEDURES  VEBRINA  AJENG  
  25. 25. GOOD  COMMUNICATION  BETWEEN   TEAM  MEMBERS  VEBRINA  AJENG  
  26. 26. THE  DO’S   AND   DON’TS  TANIA  JOVIANI  
  27. 27. Take  [me  in  your  team  to   Stay  involved  and  try  to  keep  all   review  and  improve  how  the   the  other  team  members  involved   team  operates   Get  together  socially  and  have  fun  it  helps  with   communica[on   DO!   Make  sure  the  team’s   Make  sure  that  your   objec[ves  are  clear   team  members  all   communicate  well   Work  together  as  much  as   Have  short  ,  sharp  team  mee[ngs   possible  when  you  are  trying   to  give  everyone  a  chance  to  air   solve  customers  problems   their  views  and  suggest   improvements   Talk  regularly  about  who  will  do   what  and  by  when   Make  sure  your  own  objec[ves  are  clear  TANIA  JOVIANI  
  28. 28. Let  a  “blame  culture”  develope  –   share  responsibility,  when  things  go   wrong   Worry  if  the  team   does  not  work   Miss  any  chance  to   perfectly  –  it  will   congratulate  the  team  on   need  “fine   its  successes   tuning”  from  [me     to  [me     Allow  the  team  to   Let  your  team  be  “over-­‐ become  an  “elite  club”   managed”  so  that   that  doesn’t  work  with   ON’T!   members  are  not  involved   D other  parts  of  the   in  decision  making   bussiness    TANIA  JOVIANI  
  29. 29. THANK  YOU   design  by  Shinta  Hawa  Thandari  ©  2012  

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