The document discusses several key concepts related to customer service management in public administration. It defines primary and secondary customers, as well as stakeholders. It also outlines three basic strategic approaches for public agencies to be accountable to customers: giving customers choices, combining customer strategies with consequences, and ensuring customer quality assurance. Finally, it discusses six fundamental elements of effective customer service: recruiting the right people, understanding customers, developing a customer service strategy, creating service standards, shaping policy with customer input, and focusing on core principles of accountability, respect, and integrity.

1. Customer
Services
Manajemen Pelayanan Publik
Raja Abumanshur Matridi
Program Studi Ilmu Administrasi Negara
SEKOLAH TINGGI ILMU SOSIAL DAN ILMU POLITIK
(STISIPOL)
Raja Haji - Tanjungpinang

2. Title
Pelanggan utama adalah individu atau kelompok dimana pekerjaan anda terutama
dirancang untuk membantu mereka
Pelanggan sekunder adalah individu atau kelompok lain dimana pekerjaan dirancang
untuk memberi manfaat kepada mereka, tetap sifatnya tidak langsung sebagaimana
pada pelanggan utama
Complier adalah subjek penegakan
Stakeholder adalah individu atau kelompok yang memiliki kepentingan dengan kinerja
organisasi atau sistem pemerintah
Batinggi, A., & Ahmad, B., 2013 2003)

3. Jenis Pelanggan
Batinggi, A., & Ahmad, B., 2013 2003)

4. Pendekatan Strategi
Memberi pilihan pada pelanggan Tanggung
Mengombinasikan strategi pelanggan
dengan konsekuensi
Pemastian mutu pelanggan
jawab
pada
pelanggan
Tiga pendekatan dasar yang bisa
membuat organisasi bertanggung jawab
pada pelanggan
Batinggi, A., & Ahmad, B., 2013 2003)

5. Leading and modelling a culture of customer service
Public sector leaders and those who influence service
delivery and outcomes have a responsibility to ensure
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The community has
confidence and trust in public
agencies and services
Customer needs are addressed,
as these are directly related to
the degree of customer
satisfaction with a service
Unnecessary barriers to
accessing services and
information and to doing
business are removed
Customers feel they are listened
to and have a voice in providing
feedback on the services they
receive
Customers are at the heart of
planning and policy setting
Staff are competent and
adequately trained and
supported to deliver high-quality
services
that
JAY WEATHERILL (N.D)

6. Animated Object
JAY WEATHERILL (N.D)
Fundamental elements of effective customer service
Recruit and manage
the right people
It is important to select employees who have
the values and capabilities to meet customer
standards.
Identify and understand
your customers
Seek direct feedback from your
customers by asking them what they
need, want and expect, so that you can
obtain an understanding of their
priorities
Build a customer
service strategy
These steps are vision, Action plan,
Implementation plan, Measure for
improvement
Develop customer service
charters and/or service standards
It is worthwhile considering the
development of customer service
charters and/or service standards.
Shape policy and practice with
the help of your customers
Public sector policies and practices should be
developed through consultation with our many
community and stakeholder groups. The expertise
and opinion of our customers, commercial
enterprises and the not-for-profit sector is to be
valued and should not be ignored

7. Title
Core principles of customer service
Accountability
Respect
Integrity
THREE PRINCIPLES, FORM THE BASIS OF OUR APPROACH
TO CUSTOMER SERVICE (JAY WEATHERILL, N.D)

8. Title
Makna kata “S.E.R.V.I.C.E” Yang diuraikan oleh Barata,
A. A., (2003) dalam pelatihan pelayanan prima.

9. Sifat-sifat Yang Mempengaruhi Tingkah Laku Pelanggan
Budaya
Sosial
Psikologi
Pribadi
Customer
Konsumen mempunyai
karakteristik yang
beragam dan mereka
biasanya tidak asal saja
dalam membuat
keputusan pembelian.
(Barata, A. A., 2003)
Kotler (Barata, A. A., 2003)

10. Title
Hayes, B. E., (1997); Iqbal, M., (2004)
Kualitas
Pelayanan
Layanan yang berkualitas
pada prinsipnya adalah
layanan yang cepat,
menyenangkan, tidak
mengandung kesalahan,
mengikuti proses dan
prosedur yang telah
ditetapkan. (Batinggi, A. &
Ahmad, B., 2013)

11. References
Barata, A. A., (2003). Dasar-dasar pelayanan prima. Jakarta: Elex Media Komputindo
Batinggi, A. & Ahmad, B., (2013). Manajemen Pelayanan Publik. Yoyakarta. CV. Andi Offset
Hayes, B. E., (1997). Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis
Methode (2nd Ed). USA: ASQ Quality Press.
Weatherill, J., (N.D). Customer Service ( Good Practice Guide). Government of South Australia
http://files.oper.sa.gov.au/files/Final_Customer_Service%20_Guide_w_GRC.pdf

12. thanks