6th Grade

- KONSEP CUSTOMER
SERVICE & KOMPONEN
PENTING DALAM
PELAYANAN -
Dosen pengampu : Nurmaines Adhyka, SKM, MARS
 KELOMPOK 2
01 03
Yolanda putri 02 Litfi hudayah
wulandari
2010070160022
2010070160007
Ryan paratama putra
2010070160014
 01
Pengertian Customer
Service
Customer Service merupakan suatu bagian dari unit
organisasi yang berfungsi sebagai informasi dan perantara
bagi konsumen yang ingin mendapatkan jasa-jasa pelayanan.
Pelayanan yang diberikan adalah pelayanan yang berdasarkan
informasi dan pelayanan jasa yang tujuannya untuk
memberikan kepuasan kepada konsumen dan dapat
memenuhi keinginan dan kebutuhan konsumen. Pelayanan
yang diberikan oleh seorang petugas Service haruslah
mencerminkan pendekatan seutuhnya dari seorang karyawan
kepada konsumen. Hal ini dilakukan dengan sikap saling
membantu, bersahabat dan bersikap profesional.
 02
Fungsi dan Tugas
Customer Service
Fungsi Dari Customer Service
● Sebagai deskman
Deskman yaitu seorang Customer Service yang berfungsi sebagai orang yang melayani berbagai macam
diajukan oleh pelanggan
● Sebagai Salesman (penjual)
Menjadi sales (penjual) Customer Service berfungsi sebagai penjual produk, dengan menjual berbagai
produk yang ada pada perusahaan
● Sebagai Receptionis
Pada masalah ini, customer service juga sebagai menjamu tamu dengan ramah, sopan, pandai
berkomunikasi serta menyenangkan.
● Sebagai Komunikator
Sebagai komunikator dengan cara memberikan semua informasi dan kemudahan- kemudahan kepada
pelanggan.
● Sebagai customer relation
Membina hubungan yang baik dengan kliennya, termasuk merayu atau membujuk agar pelanggan tetap
bertahan, tidak lari dari perusahaan yang bersangkutan apabila menghadapi masalah
Tugas dari customer service
3
Harus dapat berkomunikasi
yang baik dengan
1 pelanggan ,karyawan yang 2
lain maupun atasannya
Mempertahankan Mampu menciptakan
pelanggan perasaan yang aman bagi
seluruh pelanggannya
 03
Peran Customer Servive
Menurut Kasmir (2006:98) ada beberapa peranan customer service, yaitu sebagai
berikut:

a. Melakukan investigasi terhadap keluhan masalah yang sesuai dengan

standar penanganan keluhan
b. Memahami kelancaran dan pemahaman arus informasi yang tepat guna bagi
customer, khususnya mengenai semua jenis produk dan jasa perusahaan
c. Menjamin kelancaran dan keramahtamahan pelayanan jasa terhadap
customer service
d. Sebagai perantara komunikasi antara customer dan perusahaan.
 04
Manfaat Customer
Service
Manfaat customer service bagi perusahaan, yaitu sebagai berikut:

_ Meningkatkan Pelayanan Pelanggan

_ Meningkatkan Loyalitas Pelanggan

_ Meningkatkan Penjualan

_ Memberikan Pencitraan Positif

_ Menganalisis Kebutuhan Pelanggan

 05
Faktor-Faktor Yang
Mempengaruhi Pelayanan
● Faktor Kesadaran ,Kesadaran menunjukkan suatu keadaan pada jiwa seseorang yaitu merupakan titik
temu dari berbagai pertimbangan sehingga diperoleh suatu keyakinan, ketenangan, ketetapan hati, dan
keseimbangan dalam jiwa yang bersangkutan.
● Faktor Aturan ,Aturan merupakan perangkat penting dalam segala tindakan dan perbuatan orang. Peran
aturan harus dibuat, dipatuhi, dan diawasi sehingga dapat mencapai sasaran sesuai dengan tujuan.
● Faktor Organisasi ,Organisasi yang dimaksud tidak semata-mata dalam perwujudan dan susunan
organisasi, melainkan lebih banyak pada pengaturan dan mekanisme yang harus mampu menghasilkan
pelayanan yang memadai.
● Faktor Pendapatan Penerimaan seseorang sebagai imbalan atas tenaga dan pikiran yang telah dicurahkan
untuk organisasi, baik dalam bentuk uang maupun fasilitas dalam jangka waktu tertentu.
● Faktor Ketrampilan dan Kemampuan-Kemampuan berasal dari kata dasar maupun yang dalam hubungan
dengan pekerjaan berarti dapat melakukan pekerjaan sehingga menghasilkan barang atau jasa, sedangkan
ketrampilan ialah kemampuan melaksanakan pekerjaan dengan menggunakan anggota badan dan
peralatan kerja yang tersedia
● Faktor Sarana Pelayanan Segala jenis peralatan, perlengkapan kerja dan fasilitas lain yang berfungsi
sebagai alat utama dalam pelaksanaan pekerjaan
 06
Ciri Pelayanan
Terbaik
Ciri pelayana terbaik
1. Tersedia karyawan yang baik
2. Adanya Sarana dan Prasarana
3. Bertanggung jawab
4. Mampu Melayani secara Cepat dan Tepat
5. Mampu berkomunikasi
6. Memberikan jaminan kerahasiaan
7. Mempunyai Pengetahuan dan Kemampuan
8. Mampu Memahami Kebutuhan Pelanggan
9. Bisa Memberikan Kepercaya
 07
Mengenal Diri Sendiri
dan Tempat Kerja
Mengenal Diri Sendiri dan Tempat Kerja
1. Ketahui dan Pahami Kelebihan dan Kelemahan
2. Amati Bidang yang Dikuasai dan Kurang Dikuasai
3. Bersikap Jujur pada Diri Sendiri
4. Dengarkan Suara Hati
5. Pusatkan Perhatian saat Menjalani Keseharian
6. Belajar Mendeskripsikan Penampilan Diri Sendiri
7. Sadari dan Pahami Peran dalam Kehidupan
8. Meminta Orang Lain untuk Memberikan Feedback
9. Tentukan Visi dan Misi Hidup
10. Mengikuti Tes Kepribadian atau Berkonsultas
Settling down: nomads
no more
Do you know what helps you make your point
crystal clear? Lists like this one:

● They’re simple
● You can organize your ideas clearly
● You’ll never forget to buy milk!

And the most important thing: the audience won’t

miss the point of your presentation
 01
Introduction
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VIDEVO
 Exercise 1: True or false?
Read each statement and decide if it is true or false. If it is false, correct the incorrect information

1. Neolithic Revolution refers to the change from

F farming to hunting

2. The Neolithic Era is characterized by the use of

_ stone tools

3. Nomads moved from place to place in search of

_ food during the Neolithic Era

4. Agriculture allowed people to settle in one place

_ and build permanent homes

Check here to see the answers

• Penguasaan informasi
a. penguasaan pada informasi produk yang ditawarkan terhadap pelanggan (product
knowledge)
b. penguasaan terhadap keluhan yang mungkin aka nada dari pelanggan
c. penguasaan sistem atau cara memberikan solusi.
• Intonasi suara Meliputi :
a. Gaya Bahasa
b. Lemah lembutnya suara
c. Kejelasan artikulasi
• Komunikasi yang dilakukan dengan pelanggan
a. Kesopanan dalam berbicara terhadap pelanggan
b. Penggunaan Bahasa yang baik dan benar
c. Tata cara menghormati pendapat pelanggan
Introduction to the neolithic revolution

Mercury is the closest planet to the Sun and the smallest one in the
entire Solar System. Contrary to popular belief, this planet's name has
nothing to do with the liquid metal. Mercury was, instead, named after
the famous Roman messenger god Mercurius

Mercury takes a little more than 58 days to complete its rotation, so try
to imagine how long days must be there! Since the temperatures are so
extreme, albeit not as extreme as on Venus, Mercury has been deemed
to be non-habitable for humans
 From hunter-gatherers to farmers

Venus
Venus has a beautiful name and is
the second planet from the Sun.
It’s hot and has a poisonous
atmosphere
Mercury
Mercury is the closest planet to
the Sun and the smallest one in
the Solar System—it’s only a bit
larger than the Moon
 The power of agriculture

Mars Venus
Despite being red, Mars is Venus has a beautiful name
actually a cold place. It’s full and is the second planet
of iron oxide dust
Mercury from the Sun
Mercury is the closest planet
to the Sun and the smallest
of them all
 Growing our own food

Venus Jupiter
Venus has extremely high Jupiter is the biggest
temperatures planet of them all

Mars Saturn
Mars is actually a very Saturn is a gas giant and
cold place has several rings
 Taming wild plants and animals

Mars Jupiter Mercury

Mars is actually a very Jupiter is the biggest Mercury is the closest
cold place planet of them all planet to the Sun

Neptune Saturn Venus

Neptune is the farthest Saturn is a gas giant with Venus has extremely high
planet from the Sun several rings temperatures
Awesome
words
 Exercise 2: Matching game
Match each achievement or innovation of the neolithic revolution with its corresponding
description

1. Agriculture A. Carved symbols used for

communication

2. Domestication B. System of growing crops

and raising animals

3. Pottery C. Taming and breeding

animals for human use

4. Writing D. Containers for food storage

and cooking

Check here to see the answers

 “This is a quote, words full of wisdom
that someone important said and that can
inspire the reader”
—Someone Famous
A picture is worth a thousand words
Neolithic homes: from
caves to houses
Images reveal large amounts of data, so
remember: use an image instead of a long text.
Your audience will appreciate it
Big numbers catch your audience’s attention

98,300,000
9h 55m 23s
Jupiter's rotation period

333,000
The Sun’s mass compared to Earth’s

386,000 km
Distance between Earth and the Moon
 Understanding neolithic burials
Mars Mercury Venus
Despite being red, Mars is Mercury is the closest planet Venus has a beautiful name
actually a cold place. It’s full to the Sun and the smallest and is the second planet
of iron oxide dust of them all from the Sun

15% 55% 30%

 Exercise 3: Neolithic timeline
Arrange the following events in chronological order, from oldest to most recent

_ Invention of pottery

_ Adoption of agriculture

_ Development of writing

1 Domestication of animals

_ Transition to permanent settlements

Check here to see the answers
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 Tablet mockup

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 Exercise 4: Cause and effect
Associate each cause with its corresponding effect in the context of the neolithic revolution

Causes Effects
1. Development of agriculture A. Rise of permanent settlements

2. Domestication of animals B. Availability of a stable food supply

3. Discovery of farming techniques C. Creation of specialized jobs

Check here to see the answers

 Neolithic trade routes

Mars Earth
Mars is actually a Earth is the only
very cold place planet with life

Neptune Saturn
Neptune is far Saturn has
away from us beautiful rings
 Neolithic revolution timeline

Earth Jupiter Mars Saturn

Earth is the planet Jupiter is the biggest Mars is actually a very Saturn is a gas giant
with life planet of them all cold place and has several rings

9xxx 8xxx 7xxx 49xx

 Neolithic vs. paleolithic societies
Jupiter
Jupiter is the biggest planet
of them all
Mars Saturn
● Mars was named after ● Saturn is a gas giant
a god with several rings
● Mars is full of iron ● Saturn is the second-
oxide dust largest planet
 Impact on human health

The Moon Pluto

Earth Saturn Mars Jupiter

Earth has life Saturn has rings Mars is cold Jupiter is big

Earth is known as Saturn was named Mars is full of iron Jupiter doesn’t have
the Blue Planet after a Roman god oxide dust a solid surface
 The neolithic revolution

45% Mars
Mars is very cold

15% Mercury
Mercury is small

95% Jupiter
Jupiter is big

Follow the link in the graph to modify its data and then paste the new one
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 Rivers and neolithic life

Mars Mercury Neptune

Mars is actually a very Mercury is the closest Neptune is the farthest
cold place planet to the Sun planet from the Sun

Jupiter Earth
Jupiter was named after a Earth is the third planet
Roman god from the Sun
 Answers to the exercises
Exercise 1 Exercise 2
1. F - Neolithic Revolution refers to the change from 1. B
hunting and gathering to farming 2. C
2. T 3. D
3. F- Nomads moved from place to place during the 4. A
Paleolithic Era, not the Neolithic Era.
4. T

Exercise 3 Exercise 4
1. Domestication of animals 1. B
2. Adoption of agriculture 2. A
3. Invention of pottery 3. C
4. Transition to permanent settlements
5. Development of writing
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