Wow.............................!!!.pptx

WOW

1. W o w ….!!! Universitas Harvard telah melakukan riset, dengan hasil : 1) 85% kesuksesan itu adalah karena SIKAP dan 15% karena kemampuan. 2) SIKAP itu lebih penting dari kepandaian, keahlian khusus atau keberuntungan.

2. It happens…….. ……..yang katanya hanya 2-3 hari kenyataannya hingga lebih 2 minggu paket Dokumen sampai ke tujuan , itupun sudah beberapa kali saya telepon agen baik agen yang disini maupun agen Medan, sudah berapa biaya yg saya keluarkan untuk telepon nanya kenapa barang belum sampai ke tujuan. AC panas setelah makan siang  --> ketika saya tanyakan pada petugas terdekat, petugas tersebut hanya menjawab dengan sangat cuek "oh, memang sudah ga bisa diapa-apain" .  saya juga cukup memahami mungkin memang AC tersebut dikontrol dari sentral, namun yang saya kecewa adalah cara karyawan tersebut menjawab seakan tidak perduli. itu masih belum seberapa. kejadian berikutnya lebih parah lagi. I asked for extra pillows, they didn't have any. I asked for extra towels, they didn't have any . I asked for an iron press, they didnt have ( I had to wear my clothes all wrinkled everyday of my stay) I asked for a hair dryer, they didnt have. I asked for an open line to make a call to a cell phone, they just couldn't. I asked for water for God's sake!!! and they didnt have drinking water !!!!

3. Another more…… The girl at the reception was completely unhelpful!!! whatever I asked for, the answear was NO I can't, NO I don't know, NO I don't have ... man!! I couldn't wait to get out of there!!! #446 Mr. Syamsul Tidak ada AC di koridor dan di area lobby membuat tamu merasa sesak, tidak nyaman Tamu minta handuk jam 11 siang tetapi baru dikirim jam 11 malam. Ini pun karena tamu yang meminta. Pada saat roomboy datang, ber-2 nampaknya mereka kebingungan karena kerpendapat pada siang hari sudah terset-up.  #339 Lantai kamar tidak dibersihkan ya? Bercaknya masih banyak.  # 235 Staff yang bertugas bagus karena saat tamu marah, staff masih bisa handle, sabar, tenang  Mr. Cipto FDA didn’t know that he would early check in. He said that he has told Ms. Era about this.

4. The Trends….

5. Moment of Truth…… Pengalaman seseorang waktu menaiki pesawat Thai Airlines 9 tahun silam, mereka sering memberikan makanan kecil sehingga kerap bertemu dengan pramugari-pramugara nya (tidak begitu ingat porsi makanan yang diberikan tetapi cukup banyak roti isi untuk seorang penumpang:) Ini yang pernah dilakukan oleh British Airways. Perusahaan ini pernah memerintahkan para pramugari yang melayani dalam pesawat untuk lebih memberbanyak kontak. Salah satu caranya adalah dengan memperkecil porsi makanan tetapi menambah jumlah frekwensi makanan yang disediakan. Dengan demikian, kontak-kontak yang terjadi antara penumpang dengan pramugari diperbanyak dan hal ini tak lain bertujuan untuk meningkatkan kepuasan para penumpang.

6. Customer Delight…. Adequate Is Not Acceptable Most of what we do is adequate People talk about Customer Delight People talk about bad service People don`t talk about adequate service

7. What is C.D? Is defined as a customer response upon obtaining a service or product that produces unexpected appreciation and satisfaction. C.D is higher level of satisfaction; a key to the more evasive goals of loyalty, loyalty driven profit and a key to business survival and growth

8. 10 commandments how to deliver C.D 1. Understand what your customers really value . Find out Things what really matters to them. 2. Personalize your service . Tailor your product or service to your customer as much as you possibly can . 3. Treat complaints as a gift. When a customer complains, how do you treat them? This is actually your opportunity to demonstrate just how well you treat your customers. 4. Put the customer second Put your employees first and they will then put the customer first. Both sector means successfully in customer retention and employee retention. Make it fun for your employees. “You can`t have crabby employees and happy customers” 5. Identify your most profitable or potentially most profitable customers and focus your efforts on them. Do you know your top 20% customers account who contribute much revenue? Do you really look after them? Find out what they value in your business? it may differ from the rest of customers.

9. 6. Go the extra mile and make your customers day . Do you and your staff really put them selves out to look after your customers? Be imaginative when you go the extra mile. It doesn`t need to cost a fortune. Sometimes the little things make all the difference. 7. Build delight into your customer proposition.   8. Avoid complacency. Don`t you think you feel close enough to know your customer. Don`t sit back, They have just raised the level of the bar and you need to deliver more. Many business fail and lose customers past years which neglect to maintain relationship with loyal customer   9. Learn from your lost customers . 5% improvement in customer retention equates to 25 – 85% improvement in profitability. Ask your ex-customers, they are most likely to be truthful  10. Find the WOW factor There is no point in adding extras which your customers don`t value. Find out what really makes a difference to your customers. What takes their breath away. 10 commandments how to deliver C.D

10. The Summary Delighted customers are those where you anticipate their needs, provide solutions to them before they ask and where you are observing to see if new and/or additional expectations are about ready to be required. This is all "easy to say and difficult to do"; but, through commitment and practice you will soon achieve positive results. 

11. Actually…. Customer expectations are typically not very high. Your job is to surprise them C.D is doing what they haven`t even imagined What will cause them to say WOW!!! You know what you can do – They don`t. Give it a try.  You may be surprised at the reaction.