Senin, 03 Agustus 2009

Marketing : SERVICE QUALITY 50 IDEAS

SERVICE QUALITY 50 IDEAS
"…………the skills for creating customer satisfaction are the master keys to all career success" (Paul R Timm, Ph.D)
QUALITY
Only happens when care enough to do your best
It takes month to find a customer…………second to lose one
I. POWERFUL IDEAS ANYONE CAN USE
TO GET OFF TO A GOOD START
1. Greet them like a guest
2. Talk to customer with your eyes
3. Smile
4. Break the ice
5. Get the customer doing something
6. Watch your personal appearance grooming
7. Check the appearance of your work area cek keadaaan disekitar area
8. Use good telephone techniques
9. Say please and thank
10. Enjoy people and their diversity
11. Call people by name sapa nama nasabah
TO BUILD ON A GOOD START
12. Listen with more than ears
13. Anticipate customer needs
14. Reach out and touch them
15. Compliment freely and sincerely
TO SOLIDIFY A REPEAT CUSTOMER
16. Fish for negative feedback
17. Watch your timing
18. Explain how things works
19. Reassure the decision to do business with you
20. Under promise over deliver
TO SAVE A POSSIBLE LOSS
21. Master recovery skill
22. Disarm the chronic complainer
23. Tell how you fixed it
24. Reconcile with Service Plus
II. POWERFUL IDEAS MANAGER CAN USE
TO CREATE A CLIMATE OF CARING
25. Get everyone involved in setting a theme
26. Reward the right actions
27. Train and build employee competence
28. Explain the taboos in no uncertain terms
29. Handle the chronic complainer
30. Give your people a break
31. Provide the right stuff
32. Know where to recruit
TO GROW SERVICE CHAMPIONS
MENUMBUHKAN KEMENANGAN DALAM PELAYANAN
33. Nurture a culture of caring
34. Enrich their jibs
35. Tke the long view
36. recognize and reinforce
37. Track service behaviors over time
38. Use hoopla and fun
39. Create explorer groups
TO TIE THE CUSTOMER TO COMAPANY
40. Create User Group
41. Use Focus Group
42. Correspond regularly
43. Ask often : How am I doing
44. Make ‘em feel special











III. POWERFUL IDEAS SALESPOEPLE
CAN USE
TO BUILD CUSTOMER SATISFACTION AND LOYALITY
45. Explain features and Benefit
46. Go For the add on sale
47. Stay close after the sale
48. Ask for referrals
49. Maintain a positive attitude about selling
IV. THE 50 POWERFUL IDEAS SUMMARIZED
50. Do Unto Others

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