Pelayanan Prima di Bank
Summary
TLDRThe video script outlines the concept of 'prima service' in banking, emphasizing the importance of top-tier customer service to ensure satisfaction and trust. It contrasts correct and incorrect practices through a scenario where a customer named Nina deposits 300,000. The correct approach includes polite greetings, efficient processing, and providing a receipt. The incorrect method is implied by the abrupt and less attentive service. The video serves as a tutorial for bank staff on delivering exceptional customer experiences.
Takeaways
- 🏦 The script is about implementing 'prima service' in a bank, which means providing the best possible service to customers.
- 👍 The goal of prima service is to ensure customer satisfaction and build trust.
- 📹 The video script includes examples of both correct and incorrect ways to apply prima service.
- 🙋♀️ A correct example involves greeting the customer warmly, asking for their name, and addressing them politely.
- 💼 The correct application includes verifying the customer's identity and the amount they wish to deposit.
- 📈 The script shows a process where the customer's deposit is counted and confirmed by the bank employee.
- 📝 The customer is then asked to sign a receipt and is provided with a deposit slip and account details.
- 🙅♀️ An incorrect example might involve rushing the customer, not verifying their identity properly, or not providing a receipt.
- 🤝 The script emphasizes the importance of a polite and patient demeanor when interacting with customers.
- 🌟 The video concludes with a positive note, wishing viewers well and ending with a religious blessing.
- 🎥 The script is likely part of a training video for bank employees on how to provide excellent customer service.
Q & A
What is the definition of 'pelayanan prima' (excellent service) according to the script?
-'Pelayanan prima' is defined as providing the best possible service to customers, ensuring their satisfaction.
What are the goals of 'pelayanan prima' as mentioned in the script?
-The goals of 'pelayanan prima' are to ensure customer satisfaction and to build customer trust.
What does the script suggest about customer satisfaction in relation to 'pelayanan prima'?
-Customer satisfaction is the central aim of 'pelayanan prima', and it is achieved by providing attentive and quality service.
How is customer trust related to 'pelayanan prima'?
-Customer trust is built through excellent service, which makes customers feel confident in returning and continuing business with the service provider.
What are the two scenarios presented in the script?
-The script presents two scenarios: one showing the correct way to apply 'pelayanan prima' and the other demonstrating an incorrect way.
What actions are demonstrated in the example of proper 'pelayanan prima'?
-In the correct example, the bank teller greets the customer warmly, verifies information politely, counts the money accurately, processes the transaction efficiently, and provides clear instructions.
What mistakes are shown in the example of incorrect 'pelayanan prima'?
-In the incorrect example, the teller does not engage with the customer properly, lacks attention to detail, and fails to offer polite or helpful service.
How does the script emphasize the importance of politeness in customer service?
-The script shows that polite communication, such as greeting customers warmly and thanking them, is essential for creating a positive experience and ensuring satisfaction.
What role does efficiency play in 'pelayanan prima' as demonstrated in the script?
-Efficiency is key in 'pelayanan prima'—processing transactions quickly, accurately, and without unnecessary delays ensures that the customer feels valued and respected.
What is the significance of the phrase 'terima kasih' (thank you) in the service interactions?
-The phrase 'terima kasih' is used to express gratitude to the customer, reinforcing the idea that their business is appreciated and contributes to their overall satisfaction.
Outlines
🏦 Introduction to Premier Banking Service
This paragraph introduces the concept of 'premier service' in banking, which is defined as the best possible service to customers aimed at making them satisfied. The goal of premier service is to pay attention to customers to ensure their satisfaction and to build their trust in the bank. The script then transitions into a scene where a customer, referred to as 'Ibu Nenek', visits the bank to deposit money. The bank employee greets her warmly and assists her with the deposit process, ensuring she is comfortable and her needs are met. The employee counts the money, processes the transaction, and provides the customer with a receipt and a savings account slip, all while maintaining a polite and professional demeanor.
🙅♀️ Incorrect Application of Premier Service
This paragraph serves as a contrast to the previous one, highlighting an example of poor premier service. Although the content of this paragraph is not fully detailed in the input, it is implied that this section would show a scenario where the bank's service does not meet the standards of premier service. This could involve a lack of attention to the customer's needs, a lack of trust-building measures, or an overall unsatisfactory customer experience. The video concludes with a message that this is an example of incorrect service application and ends with a closing phrase in Arabic, wishing peace and mercy upon the viewer.
Mindmap
Keywords
💡Pelayanan Prima
💡Pelanggan
💡Puas
💡Kepercayaan
💡Tabungan
💡Slip Setoran
💡Proses
💡Tepuk Tangan
💡Musik
💡Contoh
💡Bukti Penaburan
Highlights
Introduction of the concept of 'prima service' in banking
Definition of 'prima service' as the best service to customers
Purpose of prima service is to satisfy customers
Aim of prima service is to build customer trust
Invitation to watch examples of good and bad prima service applications
Greeting customers and inviting them into the bank office
Offering assistance with a polite and respectful approach
Correctly identifying the customer and addressing them by name
Asking for permission to handle the customer's business
Checking the customer's savings details accurately
Politely asking the customer to wait while processing
Providing a receipt and account details after processing
Ensuring the customer signs the necessary documents
Storing the customer's proof of deposit safely
Offering further assistance and thanking the customer
Correctly applying prima service by handling customer interactions with care
Example of a wrong application of prima service by rushing the customer
Conclusion of the video with a reminder of the importance of proper customer service
Transcripts
[Tepuk tangan]
jelas otkp 1 ingin mempraktekkan cara
penerapan pelayanan prima di bank
sebelum itu apa sih yang dimaksud dengan
pelayanan prima pelayanan prima adalah
pelayanan sebaik-baiknya terhadap
pelanggan sehingga pelanggan menimbulkan
rasa puas adapun tujuan pelayanan prima
yaitu untuk memperhatikan pelanggan
sehingga Pelanggan puas yang kedua yaitu
untuk memberikan kepercayaan pelanggan
terhadap kita
teman-teman Yuk kita tonton cara
penerapan pelayanan prima yang baik dan
yang salah
Selamat siang Selamat datang di office
management bantara Silahkan masuk terima
kasih sama-sama
Selamat siang Ibu ada yang bisa saya
bantu saya mau nabung Mbak baik silahkan
Ibu maaf sebelumnya dengan Ibu siapa
saya dengan Ibu Nenek Maaf Bu Boleh saya
lihat tips sekarang datang bulannya ini
nama nasabahnya dengan ibu Nina
sitagihijah benar Ya benar total
menabungnya
300.000 ya benar
[Musik]
saya hitung dulu uangnya ya Bu
[Musik]
Baik Bu uangnya sudah benar mohon maaf
Ibu tunggu dulu ya di sebelah sana saya
akan memproses terlebih dahulu baik bu
[Musik]
[Musik]
biar saya sendiri Oke silahkan Bu
ini Ibu slip setoran dan tabungannya
silahkan ditandatangani
ini gue sudah terima kasih
Ibu ini bukti penaburannya buat ibu yang
ini disimpan di sini Iya Bu terima kasih
apa ada lagi yang bisa saya bantu bu
tidak buat Terima kasih selamat siang
selamat siang
Terima kasih buat atas kunjungannya
dan ini contoh penerapan pelayanan prima
yang benar
selamat siang
[Musik]
selamat siang
selamat siang
Selamat siang Bu Apa yang bisa saya
bantu saya mau menabung
buat bu iya bu
[Musik]
ini mbak
Mbak
[Musik]
[Tepuk tangan]
[Musik]
Makasih Bu
Ini bukti slip Stora ya berjumlah 300
ribu rupiah dan ini tabungannya silahkan
ditandatangani
ini bu sudah
ini
terima kasih terima kasih kembali
[Musik]
Nah teman-teman itulah contoh penerapan
pelayanan prima yang salah
sekian video dari kami
wassalamualaikum warahmatullahi
wabarakatuh
[Musik]
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