Pelayanan Prima di Bank

Derianrni

22 Nov 202205:23

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

00:00

🏦 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.

05:06

🙅‍♀️ 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

Pelayanan Prima translates to 'First-Class Service' in English. It refers to the highest level of service provided to customers, aiming to exceed their expectations. In the context of the video, it is the main theme, emphasizing the importance of excellent customer service in banking. The script provides examples of both correct and incorrect ways to implement first-class service, such as greeting customers warmly and handling their transactions efficiently.

💡Pelanggan

Pelanggan means 'customer' in English. The term is central to the video's narrative as it highlights the focus on customer satisfaction and trust. The script demonstrates how addressing customers by their correct names and handling their banking needs with care can build trust and contribute to a positive customer experience.

💡Puas

Puas translates to 'satisfied' in English. It is a key outcome of the first-class service discussed in the video. The script illustrates that the ultimate goal of first-class service is to ensure customers leave the bank feeling satisfied with the service they received, as shown by the polite and efficient handling of a customer's deposit.

💡Kepercayaan

Kepercayaan means 'trust' in English. The video emphasizes the importance of building trust with customers. Trust is established through reliable and respectful service, as demonstrated in the script where the bank staff confirms the customer's identity and the amount of the deposit before proceeding, ensuring accuracy and reliability.

💡Tabungan

Tabungan translates to 'savings' in English. It is a key banking service mentioned in the script. The video uses the context of a customer wanting to save money to illustrate the correct way to provide first-class service, including confirming the amount to be saved and providing a receipt for the transaction.

💡Slip Setoran

Slip Setoran means 'deposit slip' in English. It is a document used in the banking process to record the details of a deposit transaction. In the script, the bank staff provides a slip for the customer to sign, which is a standard procedure in ensuring a correct and traceable transaction, reflecting the attention to detail in first-class service.

💡Proses

Proses means 'process' in English. It is a term that relates to the steps taken to complete a banking transaction. The video script shows the process of a customer making a deposit, from greeting to transaction processing, emphasizing the importance of a smooth and efficient process in delivering first-class service.

💡Tepuk Tangan

Tepuk Tangan translates to 'clapping' in English. It is used in the script to denote a transition or to highlight a point in the video. Clapping is often used to draw attention to a demonstration of correct or incorrect service, indicating to viewers the difference between good and poor customer service practices.

💡Musik

Musik means 'music' in English.背景音乐 is used in the video to set the tone and pace of the scenes. In the script, music is mentioned to accompany the scenes, likely to create a more engaging and professional atmosphere, which is part of the overall first-class service experience.

💡Contoh

Contoh means 'example' in English. The script uses examples to illustrate the concepts of good and bad first-class service. These examples are crucial for demonstrating the practical application of service principles in a banking environment, showing viewers what to emulate or avoid.

💡Bukti Penaburan

Bukti Penaburan translates to 'deposit certificate' in English. It is a document that serves as proof of a deposit transaction. In the script, providing a deposit certificate to the customer is part of completing the service process correctly, which is essential for building trust and ensuring customer satisfaction.

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