customer service professional
TRANSCRIPT
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
DELIVER SERVICE THROUGH TEAMWORK
= At work everyone performs as part of a team
VALERINE
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
To increase a good
team corpora[on,
there are certainly
several things to do:
Each member should know their own role and the roles of the other
team members.
Need to pass on a lot of informa[on about
the customer
VALERINE
What can help increase the effecMveness in corporaMon conducted in a team?
VALERINE
TECHNOLOGY
VALERINE
THE BENEFITS OF TEAMWORK
ASDRIN QI RANNE
Another benefit of teamworking is that People in another departments and other
parts Of business can deliver more
Effec[ve service The key benefits of teamworking
Using others to help you with problems and
difficul[es
ASDRIN QI RANNE
REMEMBER AS CUSTOMER SERVICE
TEAMWORK…
Prime Objec+ve of CSP team
Deliver excellent service
To the customer Know how to deliver
excellent Service to the customer
‚The team's overall objective where there
should be a shared vision of service
excellence‘ ASDRIN QI RANNE
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
INVOLVEMENT OF PEOPLE
Involvement MoMvaMon
ASDRIN QI RANNE
The team has shared objec[ves
Increased involvement, job Sa[sfac[on, and mo[va[on
Better knowledge of others' job roles
Someone to help out when There are deadlines to meet
Enjoyment of Working with Others
Beger communica[on between departments
OTHER BENEFITS
ASDRIN QI RANNE
SATISFY YOUR INTERNAL CUSTOMERS
SHINTA HAWA THANDARI
INTERNAL CUSTOMERS
= EXTERNAL CUSTOMERS
SHINTA HAWA THANDARI
HOW TO
? SHINTA HAWA THANDARI
A HEALTHY
RELATIONSHIP MAINTA
IN ♡ Maintain a healthy work
culture ♡ Respect to others ♡ Mo[va[on on work
SHINTA HAWA THANDARI
IMPROVE INTERNAL CUSTOMER SATISFACTION!
LISTENS
APPRECIATION
BONUS SHINTA HAWA THANDARI
WORKING WITH OTHER
ORGANIZATION
DEBBY CITRA
EXTERNAL CUSTOMERS
include
SUPPLIERS PARTNER ORGANIZATIONS
DEBBY CITRA
SEE PARTNER AS CUSTOMER!
DEBBY CITRA
DELIVER SERVICE EXCELLENCE
DEBBY CITRA
CLEAR PRINCIPLES OF
TEAMWORKING
VEBRINA AJENG
Specific Measureable Achievable RealisMc Timed VEBRINA AJENG
WELL DEFINED ROLES FOR EVERY TEAM MEMBERS
VEBRINA AJENG
AGREED STANDARDS AND PROCEDURES
VEBRINA AJENG
GOOD COMMUNICATION BETWEEN TEAM MEMBERS
VEBRINA AJENG
THE DO’S AND DON’TS TANIA JOVIANI
DO! Get together socially and have fun it helps with communica[on
Take [me in your team to review and improve how the team operates
Make sure the team’s objec[ves are clear
Make sure your own objec[ves are clear
Talk regularly about who will do what and by when
Work together as much as possible when you are trying solve customers problems
Make sure that your team members all communicate well
Have short , sharp team mee[ngs to give everyone a chance to air their views and suggest improvements
Stay involved and try to keep all the other team members involved
TANIA JOVIANI
DON’T!
Let a “blame culture” develope – share responsibility, when things go wrong
Worry if the team does not work perfectly – it will need “fine tuning” from [me to [me
Let your team be “over-‐managed” so that members are not involved in decision making
Allow the team to become an “elite club” that doesn’t work with other parts of the bussiness
Miss any chance to congratulate the team on its successes
TANIA JOVIANI
THANK YOU
design by Shinta Hawa Thandari © 2012