{"id":829,"date":"2019-02-18T06:36:27","date_gmt":"2019-02-18T06:36:27","guid":{"rendered":"http:\/\/administrasibisnis.com\/?p=829"},"modified":"2019-02-18T06:36:37","modified_gmt":"2019-02-18T06:36:37","slug":"service-excellence-in-action","status":"publish","type":"post","link":"https:\/\/nscpolteksby.ac.id\/administrasi-bisnis\/2019\/02\/18\/service-excellence-in-action\/","title":{"rendered":"Service Excellence in Action"},"content":{"rendered":"\n

Industri jasa saat ini memiliki peran yang sangat penting dalam perekonomian suatu negara. Seiring dengan meningkatnya persaingan global, mau tidak mau sebuah perusahaan harus meningkatkan service quality yang dimiliki agar menjadi service excellence (layanan prima).
Layanan prima bertitik tolak pada upaya untuk memberikan layanan terbaiknya sebagai wujud kepedulian suatu perusahaan kepada pelanggannya. Begitu pentingnya pelayanan prima, hampir semua industri jasa selalu berupaya memberikan pelayanan yang terbaik bagi pelanggannya, bahkan di perguruan tinggi pun, salah satu diantaranya di Politeknik NSC Surabaya \u201cPelayanan Prima\u201d merupakan salah satu mata kuliah yang harus ditempuh oleh mahasiswa agar dapat memiliki kompetensi dalam hal pelayanan pelanggan yang prima, terutama ketika mereka lulus dan bekerja pada dunia usaha dan industri atau berwirausaha.\u00a0
Berdasarkan alasan tersebut, beberapa konsep (Rangkuti, 2017: 50) yang harus dipertimbangkan dalam meningkatkan service quality adalah:
1. Attitude (Sikap) adalah perilaku atau perangai yang harus ditonjolkan ketika menghadapi pelanggan. Sikap mencerminkan perilaku atau gerak-gerik yang terlihat pada diri seseorang ketika dia menghadapi situasi tertentu atau ketika berhadapan dengan orang lain.
2. Ability (keamampuan) adalah pengetahuan dan keterampilan tertentu yang mutlak diperlukan untuk menunjang program layanan prima.
3. Appearance (penampilan) adalah penampilan seseorang, baik yang bersifat fisik saja maupun fisik dan nonfisik, yang mampu merefleksikan diri dan kredibiitas orang tersebut kepada pihak lain.
4. Attention (perhatian) adalah kepedulian penuh terhadap pelanggan, baik yang berkaitan dengan perhatian akan kebutuhan dan keinginan pelanggan maupun pemahaman atas saran dan kritiknya.
5. Action (tindakan) adalah kegiatan nyata yang harus dilakukan dalam memberikan layanan kepada pelanggan. Bila dikaitkan dengan pelaksana pelayanan, yaitu upaya atau perbuatan nyata yang ditujukan untuk memberikan pelayanan yang wajar atau pelayanan yang baik.
6. Accountability (tanggung jawab) adalah suatu sikap keberpihakan kepada pelanggan sebagai wujud kepedulian untuk menghindarkan atau meminimalkan kerugian <\/p>\n","protected":false},"excerpt":{"rendered":"

Industri jasa saat ini memiliki peran yang sangat penting dalam perekonomian suatu negara. Seiring dengan […]<\/p>\n","protected":false},"author":1,"featured_media":830,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[64],"tags":[],"class_list":["post-829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-didyouknow"],"yoast_head":"\nService Excellence in Action – 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\/2019\/02\/18\/service-excellence-in-action\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Excellence in Action – Program Studi Diploma 3 Administrasi Bisnis NSC\" \/>\n<meta property=\"og:description\" content=\"Industri jasa saat ini memiliki peran yang sangat penting dalam perekonomian suatu negara. 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