PENTINGNYA SERVICE EXCELLENCE CULTURE

Summary

In this video, the importance of service excellence in the HORECA industry is discussed, focusing on six key characteristics that define a service-oriented culture. These traits—reliability, assurance, representing the group, empathy, responsiveness, and being impelled—are essential for delivering exceptional customer service. The script emphasizes that service excellence should be ingrained into the work culture, making it a habit rather than just a goal. By internalizing these principles, professionals can ensure consistent customer satisfaction and contribute to business success.

Takeaways

• 😀 Service excellence is a skill required across all industries, not just for horeca (hotel, restaurant, café) sectors.
• 😀 Service excellence should be embedded as a culture, not just a goal. It should become a habit and a way of life.
• 😀 The first key character of service excellence is reliability, which includes both consistency and accuracy in work.
• 😀 The second key character is assurance—building trust with customers by ensuring you are dependable.
• 😀 Service excellence also means representing your group or yourself well; personal presentation matters.
• 😀 Empathy is a core component of service excellence, requiring the ability to understand multiple perspectives and provide solutions.
• 😀 Responsiveness is vital—quickly addressing customer needs and providing timely solutions is a cornerstone of service excellence.
• 😀 Being an impeller means understanding your role within a team and contributing to collective goals and outcomes.
• 😀 Achieving customer satisfaction is the ultimate goal in business, which is reached through providing excellent service.
• 😀 To truly live service excellence, the six key characters—reliability, assurance, representation, empathy, responsiveness, and impelling—should be actively practiced and embraced.
• 😀 Service excellence is not just about knowledge but about living the values, ensuring customers feel valued and satisfied.

Q & A

What is service excellence, and why is it important?

Service excellence is a skill that is necessary across industries, including hospitality. It involves providing exceptional service consistently and effectively. The goal is to not only meet customer expectations but to exceed them by delivering the best possible experience.

How does service excellence differ from just providing good service?

Service excellence goes beyond just providing good service; it becomes a culture. It's not just an end goal but a mindset that employees should embody in their daily interactions, making service excellence a habit rather than an occasional effort.

What is the first key character of service excellence discussed in the script?

The first key character of service excellence is reliability. It means being a person who can be relied upon, consistently delivering accurate results in all tasks.

Why is consistency and accuracy critical in service excellence?

Consistency and accuracy are important because they ensure reliability. If service is inconsistent or inaccurate, customers cannot depend on it, which undermines trust and satisfaction.

What does 'assurance' refer to in the context of service excellence?

Assurance refers to the ability to build trust with customers. It's about being someone who can be trusted, not just someone who is reliable, to create strong, confident relationships.

What role does empathy play in service excellence?

Empathy in service excellence is about understanding others' perspectives and experiences. It goes beyond sympathy by actively listening to and gathering information to offer the best solutions to customers.

How does responsiveness impact service excellence?

Responsiveness is crucial because it involves addressing customer needs promptly and accurately. A timely and precise response ensures that customers feel valued and that their concerns are being taken seriously.

What is the meaning of 'impeller' in the service excellence context?

Impeller refers to the awareness of one's role in a team and understanding how individual contributions impact the overall goals. In service excellence, each team member's active contribution ensures the collective achievement of customer satisfaction.

How do the six characters of service excellence contribute to customer satisfaction?

The six characters—reliability, assurance, representation, empathy, responsiveness, and impeller—work together to create a service experience that is reliable, trustworthy, thoughtful, timely, and collaborative, all of which lead to greater customer satisfaction.

What is the ultimate goal when practicing service excellence in business?

The ultimate goal is to create the best possible experience for customers. By embodying service excellence as a culture, businesses can ensure customer satisfaction and foster loyalty.