Penanganan Pengaduan

PSDM DR ISKAK

8 Jan 202405:20

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

00:00

📝 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.

05:01

🎶 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

A complaint is an expression of dissatisfaction or a grievance from a customer regarding a product or service. In the video, complaints are central to the discussion as they significantly impact customer satisfaction and loyalty in a hospital setting. The script mentions different types of complaints, such as active and passive, and emphasizes the importance of addressing them properly.

💡Customer Satisfaction

Customer satisfaction refers to the contentment level of customers with the products or services they receive. The video highlights that how complaints are handled can greatly affect the satisfaction of hospital service users, potentially leading to their loyalty or their decision to switch to another healthcare facility.

💡Active Complaint

An active complaint is when a customer directly voices their dissatisfaction, either in person, over the phone, or through written communication like SMS or social media. The script discusses this as one of the types of complaints and suggests that addressing them promptly can prevent customers from seeking services elsewhere.

💡Passive Complaint

A passive complaint occurs when a customer does not express their dissatisfaction directly but instead chooses to switch to another service provider silently. The video script warns that ignoring passive complaints can lead to a loss of customers without the opportunity to rectify the issues.

💡Professional Complaint

A professional complaint is one that is made with the intention of gaining some advantage from the service provider. The video script mentions this type of complaint as a potential issue, where the complainant may be seeking some form of benefit rather than just expressing dissatisfaction.

💡Communication

Communication is the process of exchanging information, ideas, or feelings. In the context of the video, effective communication is crucial for understanding and addressing complaints. The script suggests that poor communication can lead to complaints and that improving it can help in resolving them.

💡Empathy

Empathy is the ability to understand and share the feelings of another. The video script advises showing empathy when handling complaints, as it helps in building rapport and trust with the complainant, which is essential for resolving issues satisfactorily.

💡Loyalty

Loyalty in a business context refers to the consistent preference for a particular product or service. The video emphasizes that properly handling complaints can lead to customer loyalty, as satisfied customers are more likely to continue using the services of the hospital.

💡Healthcare Facility

A healthcare facility is an institution that provides medical services to patients. The script discusses the importance of managing complaints in such facilities to ensure patient satisfaction and retention, as well as to maintain the hospital's reputation.

💡Service Quality

Service quality refers to the level of excellence of the service provided to customers. The video script implies that service quality is a critical factor in generating complaints, and improving it can lead to fewer complaints and higher customer satisfaction.

💡Feedback

Feedback is the response or reaction to a product or service. In the video, feedback is portrayed as an essential tool for improvement, with complaints being a form of feedback that can guide the hospital to enhance its services.

💡Customer Retention

Customer retention is the ability of a company to keep its customers over time. The video script suggests that effective complaint management can lead to customer retention by ensuring that customers feel heard and valued, thus reducing the likelihood of them switching to competitors.

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.