Panduan Standar Pelayanan - Customer Service - Bank Profesional

Summary

This video script details a customer service interaction at a bank, focusing on guiding a customer through the process of opening a savings and pension account. The conversation is warm and polite, with the customer service representative explaining the products clearly and using open gestures to assist. The representative ensures the customer understands all the steps and completes the necessary paperwork with care. Throughout, the tone remains friendly and professional, reflecting the bank's commitment to making customers feel comfortable and informed during the service process.

Takeaways

• 😀 The customer service interaction begins with a greeting, focusing on providing clear and helpful guidance.
• 😀 The service is described as warm and polite, using an open-handed approach to make the customer feel comfortable.
• 😀 The customer is asked to take a seat comfortably while engaging in the account opening process.
• 😀 The representative explains the process of opening a new savings account, ensuring the customer understands each step.
• 😀 The representative inquires if the customer already has an account with the bank, BTPN, which is important for the process.
• 😀 If the customer does not have an account with BTPN, the representative provides the necessary product information.
• 😀 The representative uses clear and casual language, ensuring the communication is both friendly and professional.
• 😀 There is a mention of assisting with filling out administrative forms, ensuring the customer completes everything needed.
• 😀 The representative provides assistance with documents, handing them over respectfully using both hands, showing professionalism.
• 😀 At the end, the representative thanks the customer for their visit and expresses gratitude, closing the interaction politely.

Q & A

What is the focus of this customer service interaction?

The focus is on assisting a customer in opening a savings account at a bank, explaining the process and providing necessary guidance in a polite and respectful manner.

What is the customer's primary goal in this interaction?

The customer wants to open a savings account and possibly inquire about pension account options.

What is the role of 'Teguh' in the script?

Teguh appears to be either a customer service representative or a guiding figure who helps the customer through the account opening process.

What is the significance of the mention of 'Bank BTPN' in the script?

It’s mentioned to check whether the customer already has an existing account at Bank BTPN, which could impact the process of opening a new account.

How does the customer service representative communicate with the customer?

The representative uses polite and friendly language, guiding the customer through the process with open hand gestures and ensuring the customer understands the information.

Why does the customer service representative use both hands to give and receive documents?

Using both hands is a sign of respect and professionalism in customer service, ensuring that the transaction is handled with care and politeness.

What does the representative do when helping the customer fill out forms?

The representative assists the customer by guiding them through the paperwork, ensuring all forms are completed properly and providing help where necessary.

What kind of tone does the representative use throughout the interaction?

The tone is respectful, courteous, and casual, making the customer feel comfortable and valued while receiving assistance.

What is the role of music in the video script?

The music likely serves to create a positive and welcoming atmosphere, enhancing the overall customer experience.

How is the customer service interaction concluded?

The interaction ends with the representative thanking the customer for their visit, signaling the completion of the process and the successful handling of the customer’s needs.