BUDAYA

PELAYANAN
PRIMA
NAZMAH, S.Psi, M.Psi
 Siapa pelanggan
(customer)?

Pelanggan adalah orang

yang mempunyai
masalah
Produk Proses People
 EXTERNAL
CUSTOMERS

OUTSOURCES INTERNAL
PARTNERS CUSTOMERS

BUSINESS FACING
IT DOMAINS DEMAND MGT
TEAM
 ROF KAUTMAN

UNBELIEV
ABLE
SUPRISING
DESIRED
EXPECTED
BASIC
CRIMINAL
 SERVICE LEADERSHIP
COMMON
ENGANGGE SERVICE STAFF NEW STAFF
SERVICE
SERVICE VISION RECRUITMENT ORIENTATION
LANGUAGE

SERVICE SERVICE
SERVICE VOICE OF THE
COMMUNICATIONS
RECOGNITION MEASURE AND
CUSTOMER
AND REWARDS METRICS

SERVICE SERVICE
SERVICE SERVICE ROLE
IMPROVEMENT RECOVERY AND BENCHMARKING MODELING
PROCESS GUARANTEES

CONTINUOUS SERVICE IMPROVEMENT

1. Declare service excellent a top priority

2. Be a great role Model (walk the talk)

3. Promote a common service language

4. Measure what really matters

5. Enable and empower your team

6. Remove the roadblocks to service

7. Sustain focus and enthusiasm

 HAL YANG HARUS DIPERHATIKAN DALAM
MENCIPTAKAN BUDAYA PELAYANAN PRIMA

Melibatkan semua pihak

dan fokus pada Mulai menciptakan
penyediaan layanan budaya pelayanan prima
internal dalam setiap kegiatan.

Pemahaman mengenai Fokus pada indicator

apa sebenarnya yang perubahan untuk
dimaksud dengan menghasilan ide dan
pelayanan prima lebih Tindakan baru sebagai
baik daripada hanya nilai tambah
memberi pelatihan
mengenai hal tersebut.