Practice Service Excellence in Disruptive Era of Information and Gaining Relations Trusts

A Brief of Service Excellence

Customer

Services

Satisfaction

How to Maintain Best Practice of Service?

Create Service Management or CRM (Customer Relationship Management)

Key Points

Customer relationship management includes the principles, practices, and guidelines an organization follows when interacting with its customers.

  • CRM is often used to refer to technology companies and systems that help manage external interactions with customers.
  • Major areas of growth in CRM technology include software, cloud computing, and artificial intelligence.

Example

Kopi Kenangan Uses Application to Accept Order from Customer away from restaurant to be picked up or either be delivered through delivery service

CRM were one of the way to exercise Innovation of Service Excellence

How do We Treat Customer?

Products/Barang

Managing Quality

Managing Looks

Managing Expectation

Services/ Jasa

Managing Results

Managing Expectation

Managing Communication

How do We Treat Clients in Projects?

Perceive them as a Collaborator not only as a clients
Collaborative Working works better, Clients will feel they’re needed in the working progress to make sure project finished just like what they needed

How to gaining Seller Trusts?

  • Confirm buyer requirement in pre-sales
  • Convince clients will have what they want
  • Communicate your schedule
  • Assure projects done as scheduled
  • Give after-sales service to make sure clients have what exactly they ask

Consumer will be assured that you can be responsible for the projects done, and credited as good vendor

How to gaining Continuity Cycle (re-purchase)

  • Keep enganging with latest Clients/Buyer
  • Communicate and ask what they need
  • Assessment your capabilities
  • Provide Pre-sales & After-sales services

Echoing your Business

  • Empowering Social Media
  • Portfolios Optimizations
  • Using KOL (Key Opinion Leader) / Influencers (On its Market)
  • Testimonials from most successful projects

Last but not Least?

Thanking and Apologizing in Business

  • To elaborate how we appraise the clients
  • Keeping positive culture to company on clients image
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