{"id":540,"date":"2017-06-14T04:39:02","date_gmt":"2017-06-14T04:39:02","guid":{"rendered":"http:\/\/administrasibisnis.com\/?p=540"},"modified":"2017-06-14T04:41:16","modified_gmt":"2017-06-14T04:41:16","slug":"pelayanan-prima-service-exelent","status":"publish","type":"post","link":"https:\/\/nscpolteksby.ac.id\/administrasi-bisnis\/2017\/06\/14\/pelayanan-prima-service-exelent\/","title":{"rendered":"PELAYANAN PRIMA (SERVICE EXELENT)"},"content":{"rendered":"

Sebagai seorang profesional, Kita perlu belajar tentang konsep pelayanan prima. Konsep ini sangat penting terutama jika kita adalah orang yang berhadapan dengan customer secara langsung atau disebut sebagai frontliner seperti resepsionist, kasir, waiters, customer service, dan sebagainya.<\/span><\/p>\n

Apa manfaat kita mempelajari dan menerapkan pelayanan prima (excellent service) :
\n1. Keputusan pihak pelanggan untuk segera membeli produk yang kita tawarkan pada saat itu juga.
\n2. Menumbuhkan kepercayaan pelanggan terhadap barang \/ produk produsen yang bersangkutan.
\n3. Mempertahankan pelanggan agar tetap loyal menggunakan produk produsen yang bersangkutan
\n4. Dapat menghindarkan terjadinya tuntutan-tuntutan terhadap penjual yang tidak perlu
\n5. Manfaat Service Excellence tidak mudah ditiru karena tergantung pada Sumber Daya Manusia yang melaksanakannya
\n6. Tidak Mudah pindah ke lain hati
\n7. Repeat Order meningkat Sebagai Referensi ke konsumen lain<\/p>\n

Biaya utk mendapatkan konsumen baru, 5 X lebih besar dari biaya untuk menjaga konsumen yg sudah ada
\nKonsumen yang kecewa akan berbicara kepada 5\u2013 10 org lainnya tentang ketidakpuasannya itu<\/p>\n

Tujuan Utama kita Sebagai Karyawan di Perusahaan:
\n1. Menghasilkan keuntungan
\n2. Memberikan produk & jasa yg berkualitas tinggi
\n3. Melindungi kepentingan perusahaan
\n4. Medapatkan kesetiaan dari Konsumen<\/p>\n

 <\/p>\n

Mari kita telaah apa itu pelayanan prima<\/p>\n

A. Pelayanan<\/p>\n

Secara etimologis, Kamus Besar Bahasa Indonesia (Dahlan, dkk., 1995:646) menyatakan pelayanan ialah \u201dusaha melayani kebutuhan orang lain\u201d. Pelayanan pada dasarnya adalah kegiatan yang ditawarkan kepada konsumen atau pelanggan yang dilayani, yang bersifat tidak berwujud dan tidak dapat dimiliki.<\/p>\n

Praktik Pelayanan Prima\/poltekNSC<\/figcaption><\/figure>\n

B. Pelayanan Prima
\nApa itu service exelent :
\nService kepada konsumen yang melebihi harapan konsumen, tapi tidak berlebih-lebihan dan tidak merugikan erusahaan<\/p>\n

C.Standar pelayanan
\nmerupakan ukuran yang telah ditentukan sebagai suatu pembakuan pelayanan yang baik. Standar pelayanan mengandung baku mutu pelayanan. Pengertian mutu menurut Goetsch dan Davis (Sutopo dan Suryanto, 2003:10) merupakan kondisi dinamis yang berhubungan dengan produk, jasa, manusia, proses dan lingkungan yang memenuhi atau melebihi harapan pihak yang menginginkannya.<\/p>\n

D. Kriteria Standard yang baik :
\nSpecific (jelas, detail)
\nMeasurable (terukur)
\nAchievable (dapat dipenuhi)
\nReasonable (beralasan)
\nTimetable (waktu terbatas)<\/p>\n

\"\"
Praktik Table Manner di Hotel \/ Administrasi Bisnis NSC<\/figcaption><\/figure>\n

 <\/p>\n

E. Siapakah Customer Kita ?
\n1. Internal Customer
\nSemua orang di dalam sistem (perusahaan) yang membutuhkan pelayanan
\nContoh : Petugas counter, resepsionist, Administrasi, Mekanik, Kasir dll<\/p>\n

2.Eksternal Customer
\nSemua orang di luar sistem (perusahaan) yang membutuhkan pelayanan
\nContoh : Petani, Nelayan, mahsiswa dll<\/p>\n

 <\/p>\n

Konsumen kembali untuk melakukan hubungan bisnis yang lebih banyak ( Repeat Order )
\nKonsumen kembali utk melakukan hubungan bisnis yg lain ( cross selling & up selling )
\nKonsumen kembalidengan membawa orang lain ( mereferensikan )<\/p>\n

 <\/p>\n

Kunjungan di PT Campina \/ Administrasi Bisnis NSC<\/figcaption><\/figure>\n

F. Service exelent haruslah :
\n1. CEPAT
\nmenyelesaikan tugas dan keluhan konsumen, Cepat dalam prosedur (Birokasi sederhana), dll
\n2.TEPAT
\npenanganannya, didukung oleh SDM yang terlatih sehingga tepat dalam analisa, tepat dalam estimasi biaya, tepat dalam analisa waktu
\n3.MANFAAT
\npada dua belah pihak, baik manfaat untuk konsumen, manfaat untuk perusahaan (win-win solution)<\/p>\n

G. 5 kunci utama service exelent :<\/p>\n

1. TANGIBLE \/ DAPAT DIRASAKAN OLEH PANCA INDRA
\nContoh :Sesuatu yang dapat dilihat, didengar, dirasakan , dicium (hirup), dan di raba ( Bangunan Fisik Dealer, showroom, bengkel,
\ndll )
\n2.EMPATHY \/ MENEMPATKAN DIRI DALAM POSISI SEPERTI KONSUMEN DAN FOKUS PADA TINDAKAN
\nContoh : konfirmasi kepada pelanggan ketika ada keluhan, memberikan tindakan\/solusi dengan segera.
\n3. RESPONSIVENESS \/ TANGGAP, CEPAT, CEKATAN
\nContoh : proaktif membaca kebutuhan konsumen, tidak menunggu konsumen bertanya, proses administrasi yg cepat
\n4. RELIABLE \/ DAPAT DIANDALKAN, MENGERTI APA YANG DI BUTUHKAN KONSUMEN DAN DIDUKUNG OLEH PENGETAHUAN PRODUK YG BAIK
\nContoh : memahami garansi, Mengerti aturan Claim, dll
\n5. ASSURANCE \/ MENJAMINKAN DIRI DALAM MEMBERIKAN PELAYANAN
\nContoh : senyum,menyebutkan nama saat berinteraksi<\/p>\n

Ingin menguasai pelayanan prima, ingin kuliah dan disalurkan kerja di awal kuliah,
\nsilahkan klik :
\nDAFTAR<\/a><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Sebagai seorang profesional, Kita perlu belajar tentang konsep pelayanan prima. Konsep ini sangat penting terutama […]<\/p>\n","protected":false},"author":1,"featured_media":543,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17,27,32,49],"tags":[],"class_list":["post-540","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrasi-bisnis","category-artikel","category-m-saifuddin","category-service-exelent"],"yoast_head":"\nPELAYANAN PRIMA (SERVICE EXELENT) – Program Studi Diploma 3 Administrasi Bisnis NSC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nscpolteksby.ac.id\/administrasi-bisnis\/2017\/06\/14\/pelayanan-prima-service-exelent\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"PELAYANAN PRIMA (SERVICE EXELENT) – Program Studi Diploma 3 Administrasi Bisnis NSC\" \/>\n<meta property=\"og:description\" content=\"Sebagai seorang profesional, Kita perlu belajar tentang konsep pelayanan prima. 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