pengurusan pelanggan berkualiti
TRANSCRIPT
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SALAM PERKENALAN……
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Pengurusan PelangganBerkualiti: Pendekatan
PraktikalDalam Pengurusan
Pelanggan
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Kandungan
i. Definisi: Mesra Pelanggan
ii. Evolusi: Perkhidmatan Awam Dulu dan Sekarang
iii. Pelanggan
iv. Kepuasaan pelanggan
v. Kriteria Perkhidmatan Awam yang Berkualiti
vi. Pendekatan Praktikal dalam Pengurusan Pelanggan.
vii. Kesimpulan
viii. Q and A
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Antara persepsi orang awam terhadap Penjawat Awam @ Perkhidmatan Awam
Lambat Tidak kompetenPerkhidmatan ketinggalan zamanSwasta lebih baikTidak mesra pelanggan
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SENARIO SEMASA
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SENARIO SEMASA
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SENARIO SEMASA
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Tidak Tidak beranggapan beranggapan
panggilan itupanggilan itu
penting danpenting dan
ianya ianya menyusahkanmenyusahkan
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Ini pejabatIni pejabat
kami……..kami……..
PelangganPelanggan
tidak perlutidak perlu
komen…...komen…...
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PemanggilPemanggilbukan tahubukan tahukita ada dikita ada dipejabat pejabat atau tidakatau tidak……………………....
Jom Jom sembang….sembang….
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KepuasanPelanggan
Meningkat Daya Saing
Negara
CEKAP proses kerja
yang kemas staf yang mahir
CEPAT masa yang singkat
untuk memproses permohonan & memberi keputusan
TEPAT output menurut
kehendak pelanggan
zero defect
PENYAMPAIAN PERKHIDMATANPENYAMPAIAN PERKHIDMATANBERKUALITI...BERKUALITI...
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Pelanggan (i) Ekspektasi
(ii)Teknologi
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Evolusi Perkhidmatan AwamDulu & Sekarang
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2. Teknologi
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2. Teknologi
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Pelanggan dulu
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Pelanggan sekarang
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Kalau kita tidak berjayamemberikan yang terbaik....
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3. Pengharapan / Ekspektasi
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Kriteria / Ukuran Perkhidmatan Awam
Berkualiti
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PERKHIDMATAN KAUNTERPERKHIDMATAN KAUNTER
Perkhidmatan kaunter bilangan mencukupi sistem queue elektronik serving time kaunter pelbagai perkhidmatan staf yang mesra pelanggan
Layanan Telefon Pejabat Perkhidmatan Pelanggan (PPP) Sistem pengurusan Aduan Piagam Pelanggan
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MUDAH DIKUNJUNGI, STAFF BERPENGETAHUAN,
BORANG/RIsALAH PERKHIDMATAN.
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Say the COLOUR of the word
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PERSEPSI
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Institut Tadbiran Awam Negara (INTAN)National Institute of Public Administration
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TEKNIK BERKOMUNIKASI YANG
EFEKTIF
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BERWAJAH DISENANGI
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BERTENTANG WAJAH
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MEMAHAMI DAN MENGHORMATI ORANG LAIN
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MEMAHAMI BUDAYA DAN ADAT RESAM SESEORANG
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USAH BERCELOTEH DAN BANYAK BERCAKAP
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TIDAK KELAM KABUT
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BERFIKIR SEJENAKDAN
BERSABAR
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ELAKKAN SIKAP YANG TIDAK MENYENANGKAN
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MENEPATI JANJI
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Pendekatan Praktikal dalam Pengurusan Pelanggan
Apa peranan kita?
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Fokus
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Profesional
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Pendekatan Praktikal dalam Pengurusan Pelanggan?
i. Sedia secara mental dan fizikal
ii.Faham peranan
iii.Faham core business jabatan
iv.Sebab wujud apa?
v.Utamakan pelanggan
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Adakah kita sudah mencapai tahap Excellent?
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Si Kembang Cina
Belum dipanggil, sudah datangBelum ditanya, sudah jawabBelum disuruh, sudah pergi Belum diminta, sudah dapat.
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Deliver service with quality
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Asas dalam Perkhidmatan Awam?
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1. Bijak Merancang
2. Ikhlas
3. Tidak Berkira Kerja
4. Sense of Urgency
5. Disiplin
6. Tidak Ulangi Kesilapan
7. Teliti
8. Tekun
9. Positive Thinking
10. Good Teamwork
PRINSIP PRINSIP TERAS TERAS
PENJAWAT PENJAWAT AWAMAWAM
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Priceless….
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Tidak Terharga Setiap hari ke pejabat, kewajiban.
Isi minyak kereta, RM 50 seminggu.
Makan-minum seminggu, RM 50 seminggu.
Jumpa rakan-rakan di pejabat, rasa gembira.
Kena marah oleh pelanggan, bos dll, sedih
Memberikan perkhidmatan yang mengembirakan pelanggan, TIDAK TERHARGA.
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Soalan / Pandangan ??
?
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SEKIAN,TERIMA KASIH