Raja Abumanshur MatridiProgram Studi Ilmu Administrasi

Negara

Manajemen Pelayanan Publik

CustomerServices

SEKOLAH TINGGI ILMU SOSIAL DAN ILMU POLITIK

(STISIPOL) Raja Haji - Tanjungpinang

Title

Pelanggan utama adalah individu atau kelompok dimana pekerjaan anda terutama dirancang untuk membantu mereka

Pelanggan sekunder adalah individu atau kelompok lain dimana pekerjaan dirancang untuk memberi manfaat kepada mereka, tetap sifatnya tidak langsung sebagaimana pada pelanggan utama

Complier adalah subjek penegakan

Stakeholder adalah individu atau kelompok yang memiliki kepentingan dengan kinerja organisasi atau sistem pemerintah

Batinggi, A., & Ahmad, B., 2013 2003)

Jenis Pelanggan

Batinggi, A., & Ahmad, B., 2013 2003)

Pendekatan Strategi

Mengombinasikan strategi pelanggan dengan konsekuensi

Pemastian mutu pelanggan

Memberi pilihan pada pelangganTanggung

jawab pada

pelanggan

Tiga pendekatan dasar yang bisa membuat organisasi bertanggung jawab pada pelanggan

Batinggi, A., & Ahmad, B., 2013 2003)

Leading and modelling a culture of customer service

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The community has confidence and trust in public agencies and services

Customer needs are addressed, as these are directly related to the degree of customer satisfaction with a service

Unnecessary barriers to accessing services and information and to doing business are removed

Customers feel they are listened to and have a voice in providing feedback on the services they receive

Customers are at the heart of planning and policy setting

Staff are competent and adequately trained and supported to deliver high-quality services

Public sector leaders and those who influence service delivery and outcomes have a responsibility to ensure

that

JAY WEATHERILL (N.D)

JAY WEATHERILL (N.D)

Recruit and manage the right people

It is important to select employees who have the values and capabilities to meet customer standards.

Identify and understand your customers

Seek direct feedback from your customers by asking them what they need, want and expect, so that you can obtain an understanding of their priorities

Build a customer service strategy

These steps are vision, Action plan, Implementation plan, Measure for improvement

Animat

ed O

bject

Develop customer service charters and/or service standards

It is worthwhile considering the development of customer service charters and/or service standards.

Shape policy and practice with the help of your customers

Public sector policies and practices should be developed through consultation with our many community and stakeholder groups. The expertise and opinion of our customers, commercial enterprises and the not-for-profit sector is to be valued and should not be ignored

Fundamental elements of effective customer service

Title

Accountability

Respect

Integrity

THREE PRINCIPLES, FORM THE BASIS OF OUR APPROACH TO CUSTOMER SERVICE (JAY WEATHERILL, N.D)

Core principles of customer service

Title

Makna kata “S.E.R.V.I.C.E” Yang diuraikan oleh Barata, A. A., (2003) dalam pelatihan pelayanan prima.

Sifat-sifat Yang Mempengaruhi Tingkah Laku Pelanggan

Buday

a Sosial

PsikologiPrib

adi

Customer

Konsumen mempunyai karakteristik yang beragam dan mereka biasanya tidak asal saja dalam membuat keputusan pembelian. (Barata, A. A., 2003)

Kotler (Barata, A. A., 2003)

Title

Hayes, B. E., (1997); Iqbal, M., (2004)

KualitasPelayanan

Layanan yang berkualitas pada prinsipnya adalah layanan yang cepat, menyenangkan, tidak mengandung kesalahan, mengikuti proses dan prosedur yang telah ditetapkan. (Batinggi, A. & Ahmad, B., 2013)

References

Barata, A. A., (2003). Dasar-dasar pelayanan prima. Jakarta: Elex Media KomputindoBatinggi, A. & Ahmad, B., (2013). Manajemen Pelayanan Publik. Yoyakarta. CV. Andi OffsetHayes, B. E., (1997). Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis

Methode (2nd Ed). USA: ASQ Quality Press.Weatherill, J., (N.D). Customer Service ( Good Practice Guide). Government of South Australia

http://files.oper.sa.gov.au/files/Final_Customer_Service%20_Guide_w_GRC.pdf

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