Penanganan Pengaduan
Summary
TLDRThis video script discusses the importance of handling complaints in a hospital setting effectively to ensure customer satisfaction. It defines complaints as expressions from customers and highlights three types: active, passive, and professional. The script emphasizes that not all complaints are communicated directly, and some customers may switch to other healthcare facilities without voicing their concerns. It suggests that complaints are opportunities for improvement and learning, and that poorly handled complaints can spread negatively through word-of-mouth. The video advises to listen well, show empathy, avoid blame, and act promptly on complaints to retain loyal customers.
Takeaways
- 😀 Complaints are expressions from customers about products or services, which can be conveyed directly or indirectly.
- 😐 There are different types of complaints: active, passive, and professional, each with unique characteristics and responses required.
- 🚫 Not all customers who have complaints will voice them; some may switch to other healthcare facilities without expressing dissatisfaction.
- 🔑 Complaints can be seen as opportunities for improvement, where customers are giving feedback that can enhance service quality.
- 👨🏫 Complainers are considered as true teachers, providing a chance for the service provider to learn and improve.
- 📊 Complaints can also act as an evaluation tool, helping service providers to assess and enhance their services.
- 💡 If a complaint is not addressed well, it can spread negatively through word of mouth or social media, affecting the reputation of the service provider.
- 👂 The first step in handling complaints is to be a good listener, showing empathy and loyalty without blaming the customer.
- 🙅♂️ Avoid dismissing or belittling the complainer, as this can exacerbate the situation and harm the relationship.
- 🔄 Prompt action is crucial after receiving a complaint; swift response and resolution can lead to customer retention and satisfaction.
- 🤝 Handling complaints well can turn a dissatisfied customer into a loyal one, whereas poor handling may result in loss of the customer.
Q & A
What is the main topic discussed in the video script?
-The main topic discussed in the video script is how to handle complaints in a hospital setting, its impact on customer satisfaction, and the importance of addressing them properly.
What are the different types of complaints mentioned in the script?
-The script mentions three types of complaints: active complaints where the customer directly expresses dissatisfaction, passive complaints where the customer remains silent and may switch to another healthcare facility, and professional complaints where the complainant seeks to gain an advantage.
Why is it important to address complaints effectively?
-Addressing complaints effectively is important because it impacts customer satisfaction and loyalty. If not handled well, it can lead to customers leaving and sharing their negative experiences with others.
What are the potential reasons for complaints according to the script?
-Potential reasons for complaints include customers not receiving enough information, not receiving safe service, not receiving appreciation, not getting the expected results, and lack of proper communication.
How does the script describe a complainant in a positive light?
-The script describes a complainant as someone showing genuine love by giving the service provider a chance to correct their mistakes, as a true teacher providing an opportunity to learn and improve service, and as the best evaluator helping the service provider to grow.
What is the potential impact of not addressing a complaint properly?
-If a complaint is not addressed properly, the complainant may share their negative experience with friends and through social media, potentially reaching more than 91 people and damaging the reputation of the healthcare facility.
What is the first step recommended in handling a complaint according to the script?
-The first step recommended in handling a complaint is to be a good listener, show empathy, and remain loyal to the service provided, avoiding blame and being careful not to insult or belittle the complainant.
What should be the immediate action after receiving a complaint?
-The immediate action after receiving a complaint should be to take the complaint seriously, apologize if necessary, and take swift action to rectify the situation.
How can a complaint be beneficial for a healthcare facility?
-A complaint can be beneficial for a healthcare facility as it provides an opportunity for improvement and growth, allowing the facility to learn from mistakes and enhance the quality of their services.
What is the potential outcome if a complaint is handled well according to the script?
-If a complaint is handled well, the patient may become a loyal customer, contributing to the healthcare facility's reputation and potentially recommending the service to others.
What does the script suggest about the importance of communication in handling complaints?
-The script suggests that effective communication is crucial in handling complaints, as it helps in understanding the issue, showing empathy, and finding a resolution that satisfies the customer.
Outlines
📝 Handling Complaints in Hospital Services
This paragraph discusses the importance of managing complaints in healthcare services. It begins with a greeting and introduction by Anis from the communication team at Dr. Tulungagung Hospital. The speaker explains that handling complaints effectively impacts customer satisfaction and loyalty, which can result in customers staying loyal or switching to other healthcare facilities. The paragraph outlines different types of complaints, such as active, passive, and professional complaints, and the potential reasons behind them, including lack of information, unsafe service, lack of appreciation, and unmet expectations. It emphasizes that complainers are actually providing an opportunity for improvement and learning, and that complaints should be seen as a chance to enhance service quality. The paragraph also highlights the potential ripple effect of a single complaint, as it can be shared with many others, potentially affecting the hospital's reputation. Lastly, it advises on the proper approach to handling complaints, which includes being a good listener, showing empathy, being loyal, offering help without blame, and acting promptly to address the issue.
🎶 Closing Greetings
This paragraph is a short musical interlude, likely serving as a transition or pause in the video. It includes a closing.
Mindmap
Keywords
💡Complaint
💡Customer Satisfaction
💡Active Complaint
💡Passive Complaint
💡Professional Complaint
💡Communication
💡Empathy
💡Loyalty
💡Healthcare Facility
💡Service Quality
💡Feedback
💡Customer Retention
Highlights
Handling complaints effectively is crucial for customer satisfaction in hospital services.
Complaints can be expressed in various ways, including directly, passively, or professionally.
Passive complaints occur when customers do not voice their dissatisfaction but switch to other healthcare services.
Professional complaints are driven by customers seeking to gain benefits from the service provider.
Not all customers who complain will inform us, posing a risk of them moving to other healthcare facilities.
Potential complaints arise from insufficient information, unsafe service, lack of appreciation, or unmet expectations.
Complainers are actually showing genuine care by giving us a chance to correct our mistakes.
Complaints provide an opportunity to learn and improve service quality.
Complainers act as the best evaluators, offering insights for improvement.
If complaints are not addressed well, they can spread negatively through word of mouth and social media.
One person's complaint can potentially reach over 91 others through sharing among friends.
To handle complaints, first be a good listener, show empathy, and remain loyal.
Avoid blaming the complainer and be careful not to insult or belittle them.
Do not ignore the complaint and take immediate action to resolve it.
If complaints are handled well, patients can become loyal customers.
Failing to address complaints properly can lead to patients leaving and sharing negative experiences.
The speaker, Anis from the effective communication team at Dr. Kariadi Hospital in Tulungagung, provides these insights.
The video emphasizes the importance of prompt and proper complaint handling in healthcare services.
Transcripts
[Musik]
dalam menangani pasien bisa saja kita
menerima komplain baik dari pasien
maupun keluarga pengguna jasa layanan
Rumah Sakit Bagaimana cara kita
menangani komplain tersebut akan sangat
berpengaruh terhadap kepuasan pelanggan
pengguna jasa layanan kita yang
berakibat pelanggan akan setia atau
beralih ke fasilitas pelayanan kesehatan
yang
lain asalamualaikum warahmatullahi
wabarakatuh saya Anis tim komunikasi
efektif Rumah Sakit drk Tulungagung pada
video kali ini saya akan menyampaikan
materi tentang penanganan
komplain Apa itu
Komplain Komplain merupakan ekspresi
pelanggan atau yang membeli produk
ataupun jasa layanan kita baik secara
langsung melalui telepon atau Face to
Face ataupun secara tertulis melalui SMS
surat maupun sosial media tipe-tipe
komain ada beberapa yang pertama yaitu
akain di mana
Komer
dia ikan komplain yang kedua yaitu pasif
komplain di mana komplainer lebih banyak
cenderung Diam dia tidak menyampaikan
komplain secara langsung pada kita akan
tetapi dia akan langsung berpindah ke
fasilitas layanan kesehatan yang lain
Yang ketiga yaitu profesional komain di
mana komplainer ini dilatar belakangi
dia ingin mengambil keuntungan dari
kita fakta tentang komplain bahwa tidak
semua pelanggan yang komplain akan
menyampaikan kepada kita bahayanya
mereka bisa langsung pindah ke fasilitas
kesehatan yang
lain beberapa potensi komplain yang
pertama yaitu apabila klien tidak
menerima informasi yang cukup dari kita
ataupun mereka tidak menerima asuhan
pelayanan yang
aman mungkin mereka juga tidak
mendapatkan penghargaan dari
kita ataupun hasil yang didapat tidak
sesuai dengan apa yang
diharapkan Kita juga bisa kurang
berkomunikasi dengan mereka dan
berikutnya mungkin kita tidak memberikan
asuhan secara tepat
waktu sejatinya komplainer adalah cinta
sejati kita di mana komplainer
memberikan kesempatan orang lain tidak
merasa kecewa seperti
mereka segera minta maaf dan perbaiki
diri kita
komplainer juga adalah guru sejati kita
di mana mereka yang komplain akan
memberikan kita kesempatan untuk belajar
memberikan pelayanan yang lebih baik
lagi komplainer juga merupakan evaluator
yang terbaik bagi kita jika ada komplain
itu adalah rezeki karena kita akan
mendapatkan pengaman untukaj menjadihik
lagi mereka yang mengajukan komplain dan
tidak dilayani dengan baik akan
bercerita dengan teman-teman secara
frontal maupun melalui sosial
media Adapun grupen dari komplain
apabila satu orang komplain Dia akan
menyampaikan kepada beberapa temannya
dan beberapa temannya itu akan
menyampaikan lagi kepada teman-teman
dekat mereka sehingga satu orang saja
yang komplain bisa jadi lebih dari 91
orang yang akan mengetahui komplain
tersebut Bagaimana cara menangani
komplain yang pertama jadilah pendengar
yang baik Tunjukkan empati dan tetap
loleal usahakan membantu bukan
menyalahkan dan berhati-hatilah jika
anda tidak setuju dengan
komplainer jangan sekali-kali menyindir
atau bahkan meremehkan
Mereka jangan abaikan keluhannya dan
tindak lanjuti dengan
segera
apa yang kita bisa simpulkan dari materi
video kita kali ini komplain harus
segera ditangani dengan baik apabila
komain tersebut tertangani dengan baik
maka pasien akan menjadi pelanggan Setia
kita dan apabila komplain tersebut tidak
kita tangani dengan baik maka ia akan
meninggalkan kita dengan
mengaj
video di video saya yang lain
wasalamualaikum warahmatullahi
[Musik]
wabarakatuh
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