Customer Service Excellence - "7 Aturan Emas Dalam Melayani Customer" - Part 1 | Herry Santoso

Summary

This video emphasizes the importance of customer service excellence through seven golden rules. The speaker, drawing from their book "Miracle of Service," explains that smiling, standing to greet customers, maintaining eye contact, and responding warmly to thanks are crucial for creating a positive impression. Additionally, the speaker highlights the significance of addressing complaints with sincere apologies, offering further assistance, and responding respectfully. These practices not only enhance customer satisfaction but also foster a culture of empathy and professionalism, ultimately leading to a better service experience.

Takeaways

• 😀 The customer is the most important part of a business, and excellent service is crucial for success.
• 😀 The video shares the first series of seven golden rules for serving customers effectively.
• 😀 A smile is essential when serving customers, as it conveys friendliness and professionalism.
• 😀 Always stand up when a customer approaches to show readiness and professionalism.
• 😀 Maintaining eye contact with customers demonstrates attentiveness and builds rapport.
• 😀 Responding to customer gratitude with enthusiasm enhances the service experience.
• 😀 Apologizing for inconveniences, even if not at fault, helps soothe upset customers.
• 😀 After addressing a complaint, asking if the customer needs further assistance shows continued support.
• 😀 Using polite responses like 'Yes, sir' or 'Yes, ma'am' conveys professionalism and respect.
• 😀 The video encourages viewers to subscribe for more tips on soft skills and customer service excellence.

Q & A

What is the primary focus of the video?

The video focuses on seven golden rules for providing excellent customer service, drawn from the speaker's book, 'Miracle of Service.'

Why is customer satisfaction emphasized in the video?

Customer satisfaction is highlighted as the cornerstone of any successful business and the primary goal for companies in serving their customers.

What does the speaker mean by 'service excellence'?

Service excellence refers to creating a culture within an organization that prioritizes high-quality customer service and satisfaction.

What is the first rule mentioned for serving customers?

The first rule is to smile, as it creates a friendly and professional impression on customers.

How does standing up when a customer approaches affect the interaction?

Standing up when a customer approaches conveys professionalism and readiness to assist, making the customer feel valued.

What role does eye contact play in customer service according to the video?

Eye contact fosters a sense of acceptance and attentiveness, making customers feel heard and valued.

How should one respond when a customer expresses gratitude?

Responding warmly with phrases like 'Thank you, happy to help!' is encouraged to show appreciation for the customer's kindness.

What is the suggested approach when dealing with customer complaints?

A sincere apology should be offered, such as 'I’m sorry for the inconvenience,' which helps calm the customer and shows care.

What should you do after resolving a customer complaint?

Follow up by asking, 'How can I assist you further?' This shows willingness to help and ensures the customer feels supported.

What is the significance of using respectful terms when addressing customers?

Using respectful terms like 'Yes, sir' or 'Yes, ma’am' fosters a professional and empathetic atmosphere, enhancing the customer experience.