ASSIGNMENT 3
GROUP E :
· Anisa Nazilah (20216908)
· Dio Wirasista W. (21216981)
· M. Alfian Yogie P. (24216157)
· Nanda Fitri A. (25216299)
· Putri Desti Fatwah F. (25216847)
Understanding Excellent service
In
a manner etymology , service can interpreted as business serve the
needs of
others. On basically serve is activities that are
of a nature not Intangible offered to consumer or customers served. Characteristics serve stated as the
following :
1.
Its nature not can touched,opposite its nature
with product goods so tangible.
2.
Is action real .
3.
Activities production and consumption not could separated in
a manner real.
A.
Giving good service restaurants
Service should can make feel
at home the customer . This is what you must be do :
·
Polite and attention when presentation .
·
Practice staff for can keep on
this .
·
Keep accuracy time presentation .
·
Make sure
the menu and time specified accordingly .
·
Get to know your customer .
·
Remember customer and give impression that they back
to your place.
·
Make it right comparison between staff and the
visitor. With adequate staff, order can delivered right. But mostly staff
precisely disturb convenience the visitor.
·
Give it value. Personal approach can give away
experience eat they more memorable.
Below this is some way maintain satisfaction and loyalty consumers .
1. Increase your Employee Performance
If your retail business have store physical,
then very important to do this step. Your staff is reflection from your brand.
If you want your brand known withwell by public, then show it that the people
behind it too same it’s good.
As leader company, mandatory for
you to train all over your staff for work in a manner professional. Teach your
employee for behave friendly to the consumer. Consumers are happy on services
they get it from staff possibility big will make decision purchase more fast.
2. Follow Up your Consumer
You wants your
consumers permanent back to buy your products, right ? If so, then
you should not ignore they after they do purchase. Permanent connected on
your consumer, for example with send greeting thank you love by email and ask
they for give away judgement on product or your services.
3. Optimize your Quality Product
You can lost your consumer if evidently they not satisfied on your
quality product. This is why follow-up is very important done, cause this
can help you knowing how mush satisfied they to your products. Don’t
disappointed when evidently consumer give away value low for your quality
products, because you can still do many way for increase it.
4. Hold a Positive Program
Invite consumer for participate in a positive program.
Consumer not only want buy product, but they will happy when they can be part
from people who care on issues or environment. As for
example , you can sell your product while campaigning
for the Go Green program with stop usage plastic and replace
it with reusable bag. You can work same with foundation certain and invite
they for do donation too.
5. Create
a Loyalty Program Consumer
Loyalty program already many used by various retail business in
Indonesia. Aim from this program is for give away gift to those who have loyal buy
your product. You can offer they membership card and give away
points everytime they are do purchase. This points later on could exchanged
with a voucher or discount. You can offer loyalty programs multilevel , for
example they are a
VIP or gold can get more many discount and access more fast to products
specifically too.
6. Send Personal Message
Maybe You assume that method this rather troublesome , but large retail company like
The Body Shop even do way this for maintain they consumer. You’re your consumer
data with both within system. This data later
on can used as reference when you send an
SMS or email to promote your new products to consumer, remind they for
back shop on you , give greeting thank
you love or even greeting congratulations reset
it year .
7. Take advantage
of Social Media
Consumer You maybe need moments certain for buy product You . You need
remind they for back buy your product. Besides via SMS and email, you can do
customer retention with utilize social media too .
B.
QUESTION AND ANSWERING
1.
How way train staff?
↪ Answer :
With way doing training include :
·
Training excellent service
·
Focus attention on customer
Pay attention to the tone
of voice , be it believe self but not with emotion if the customer come bring complaint. Listen desire customer with carefully and
take note all needs with ability excellent communication . In serve , place
it customers in order first like the closest person , like colleague workman
shipor leader in your company .
·
Do personal approach
keep in mind name every customer though the
amount many because way personal approach like this effective netting loyal customers . Besides that ,
give it greeting happy at
the moment certain as form excellent service from You so
that more and more loyal to company .
2.
How way keep satisfaction
customer of the available food menu?
↪ Answer : With way keep the
consistency of the food menu is available, if food that
is not available we will give know at
the beginning on when order/ booking
C.
Conclusion
Service should can make feel
at home the customer . This is what must be You do :
·
Polite and attention when presentation .
·
Practice staff for can keep on
this .
·
Keep accuracy time presentation .
·
Make sure
the menu and time specified accordingly .
·
Get to know your customer .
·
Remember customer and give impression that they back
to your place.
·
Make it right comparison between staff and the
visitor. With adequate staff, order can delivered right. But mostly staff
precisely disturb convenience the visitor.
·
Give it value. Personal approach can give away
experience eat they more memorable.
And this is some way maintain satisfaction and loyalty consumers :
1.
Increase your Employee Performance
2.
Follow-up your Consumer
3.
Optimize your Quality Product
4.
Hold a Positive Program
5.
Create a Loyalty Program Consumer
6.
Send Personal Message
7.
Take advantage of Social Media
Komentar
Posting Komentar