BLA - Service Excellence
Quiz
•
Specialty
•
Professional Development
•
Hard

Stasiun Blok A
FREE Resource
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10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa kepanjangan dari ICAN?
Interactive, Customer Focus, Achievement Orientation, Nurturing Teamwork
Interactive, Customer Focus, Achievement Orientation, Nationality
Integrity, Customer Focus, Achievement Orientation, Nurturing Teamwork
Integrity, Customer Focus, Attentive, Nurturing Teamwork
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa yang dimaksud dengan Reliability?
Kondisi seluruh tampilan baik fasilitas, maupun personil dalan keadaan bersih dan prima
Kemampuan untuk mengerti kondisi dan menunjukan perhatian terhadap kesulitan customer
Kompetensi petugas dalam menguasai job desc, product knowledges, dan informasi terkait layanan
Kemampuan memberikan pelayanan melebihi ekspetasi dan dapat diandalkan
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa yang dimaksud dengan Empathy?
Kondisi seluruh tampilan baik fasilitas, maupun personil dalan keadaan bersih dan prima
Kemampuan untuk mengerti kondisi dan menunjukan perhatian terhadap kesulitan customer
Kompetensi petugas dalam menguasai job desc, product knowledges, dan informasi terkait layanan
Kemampuan memberikan pelayanan melebihi ekspetasi dan dapat diandalkan
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Berikut adalah yang boleh dilakukan ketika memberikan Pelayanan, kecuali?
menunjukkan empati
minta maaf
menyalahkan unit lain
memastikan permasalahan sudah teratasi dengan baik
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Hal-hal yang harus dihindari saat berkomunikasi atau melayani penumpang, kecuali?
menyalahkan orang lain
membuat alasan
mendengarkan
menyangkal/berdebat
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Yang bukan tips handling complaint (LAST) adalah?
Listen Attentively
Answer Question
Solve the issue on hand
Thank the guests
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa yang dimaksud dengan Listen Attentively?
Mohon maaf & tunjukan empati
Selesaikan masalah yang ada
Dengarkan dengan penuh perhatian
Terima ksih kepada pelanggan
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