Service Excellent Bagian Pendaftaran RSUD Sunan Kalijaga Kabupaten Demak

Summary

This video script outlines the customer service standards for outpatient registration at RSUD Sunan Kalijaga Kabupaten Demak. It emphasizes the importance of first impressions, including proper attire, professional greetings, and maintaining a respectful demeanor. Staff members are instructed to greet patients warmly, ensure accurate data collection, and use polite gestures throughout the interaction. The script highlights the use of specific greetings, body language, and document handling procedures to create a positive and efficient experience for patients, fostering a sense of trust and professionalism.

Takeaways

• 😀 Hospitals are required to provide excellent public service, with customer experience determining satisfaction.
• 😀 Service excellence is implemented as a standard to create a positive and memorable experience for patients.
• 😀 First impressions are crucial, and staff should present a professional appearance including neat uniforms, clean attire, and minimal accessories.
• 😀 Identification such as name tags and ID cards should be clearly visible and correctly positioned.
• 😀 Staff should greet patients politely with the 'Suka Sehat' greeting, using appropriate hand placement, slight bow, and eye contact.
• 😀 A specific smile technique called '2-2-7' is used to enhance friendliness during greetings.
• 😀 Staff should invite patients to sit first and then adopt a posture of attentiveness, sitting upright with open hands and focused gaze.
• 😀 Using the patient's name during interactions helps personalize the service and establish rapport.
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• 😀 All documents should be handled respectfully with both hands, data confirmed, and assistance requested politely when needed, such as for signatures.
• 😀 At the end of the interaction, staff should return documents with both hands, offer additional assistance, express gratitude, and perform a polite farewell.

Q & A

What is the primary goal of customer service in RSUD Sunan Kalijaga?

The primary goal is to provide excellent public service that ensures customers feel satisfied with the care and attention they receive during their visit.

Why is first impression important in public service?

First impressions are crucial because they shape the customer's initial perception of the service quality, influencing their overall experience and satisfaction.

What are the key elements of professional appearance for staff at RSUD Sunan Kalijaga?

Staff should wear clean, proper uniforms, a plain hijab if applicable, minimal makeup, a clearly visible name tag and ID card, limited accessories, and black shoes with socks.

How should staff greet customers according to the RSUD Sunan Kalijaga standard?

Staff should stand, say the 'Salam Suka Sehat' greeting appropriate to the time, place the right hand on the left chest, smile 2 cm to the right and left for seven seconds, slightly bow their head, and establish eye contact.

What does the 'smile 2-2-7' technique involve?

It involves moving the smile 2 cm to the right, 2 cm to the left, and maintaining this expression for seven seconds to convey warmth and friendliness.

How should staff position themselves while assisting customers?

Staff should sit upright without leaning, keep hands open and not crossed, maintain eye contact, and slightly lean toward the customer when necessary to show attentiveness.

What is the proper way to handle customer documents?

Documents should be received with both hands, positions for signing should be clearly indicated using the right hand or top of the pen, and returned using both hands after confirmation.

Why is it recommended to use the customer's name during interactions?

Using the customer's name personalizes the service, making the interaction more respectful, attentive, and memorable.

How should staff initiate requests or assistance politely?

Staff should start with 'Excuse me' or 'Please forgive me' before asking for help or requesting a signature, showing respect and politeness.

What steps should staff follow when concluding the interaction?

Staff should stand when the customer stands, offer any last assistance if needed, and complete the interaction with a polite farewell and proper closing gesture.

What are the benefits of following the service standards at RSUD Sunan Kalijaga?

Following these standards ensures a professional, respectful, and consistent customer experience, reduces errors, enhances customer satisfaction, and promotes a positive public image of the hospital.