Sistem Layanan Usaha / Materi Produk Kreatif dan Kewirausahaan kelas XI

Summary

This educational material focuses on the importance of business service systems, customer service functions, and how these contribute to business success. Key concepts include the role of customer service in attracting and satisfying customers, the four main characteristics of services—intangibility, inseparability, variability, and perishability—and eight dimensions of service quality. The script also highlights the different functions of services such as communication, economic benefits, evaluation, and competition, while exploring the roles of various frontline service providers like salespeople, waitstaff, and customer service reps.

Takeaways

• 😀 Understanding that the key to a successful business lies in its service to customers, including pre-sale, during sale, and post-sale services.
• 😀 The importance of the popular jargon 'customer is king', emphasizing the need to focus on customers to build a successful business.
• 😀 Service in business is defined as an act or performance provided to others, aiming to attract and satisfy customers.
• 😀 The general objectives of business services are to build customer trust, empower customers, foster loyalty, and increase sales.
• 😀 Four key characteristics of business services: Intangibility, inseparability, variability, and perishability.
• 😀 According to Kotler (2008), services cannot be seen or touched but play a critical role in creating a strong customer relationship.
• 😀 Eight dimensions of service quality are speed, accuracy, politeness, responsibility in handling complaints, employee professionalism, location quality, information availability, and comfort of facilities.
• 😀 Business services serve several functions: communication, economic growth, evaluation, and competition.
• 😀 Service functions include conveying product value to customers, increasing sales through effective service, and differentiating a business from its competitors.
• 😀 Types of business service delivery include verbal, written, and practical forms of service, each serving different customer needs and communication styles.
• 😀 The main service providers include sales representatives, waitstaff, receptionists, customer service agents, and online platforms, each playing a role in enhancing customer experience.

Q & A

What is the main focus of the lesson in the script?

The main focus of the lesson is on business service systems, analyzing and applying service systems, and planning service systems to enhance customer satisfaction.

What are the learning objectives mentioned in the script?

The learning objectives include understanding the basic concept of business services, classifying business customers, understanding the importance of business services for customer satisfaction, and understanding service management.

What is the meaning of the term 'customer is king' in the context of the script?

The term 'customer is king' highlights the importance of consumers and customers for any business or product. It emphasizes that a business must prioritize customer satisfaction to succeed.

How does Kotler (2008) define business services?

Kotler defines business services as actions or performances provided by a producer to its consumers to attract their interest.

What are the general goals of business services?

The goals include increasing consumer trust, empowering customers, fostering customer loyalty, and improving sales of products or services.

What are the four key characteristics of services as mentioned in the script?

The four key characteristics are intangibility, inseparability (services require a provider), variability (service quality can differ), and perishability (services cannot be stored).

What are the eight dimensions of service quality according to G-Spot (2005)?

The eight dimensions are service speed, accuracy, politeness, responsibility in handling complaints, the professionalism of staff, service location and information availability, the quality of comfort and facilities, and the technology used in services.

What are the different functions of business services described in the script?

The functions include communication (providing product information), economics (attracting customers), evaluation (affecting consumer buying decisions), and competition (helping the business compete in the market).

What are the forms of service provided by businesses?

The forms of service include verbal services (oral explanation), written services (information in writing), and action-based services (providing technical explanations through actions).

Who are the key personnel involved in business services?

Key personnel include sales assistants, waiters/waitresses, receptionists, customer service representatives, and online media administrators.