PENGENALAN KHIDMAT PELANGGAN

Customer service is important for damaged goods situations, explain how that is important ?

• 
  The role of the customer service officer will be seen in a way to calm the customer and provide information that can please them.

• 
  Customer service officers will give suggestions to customers to keep calm.

• 
  Always listen to every expression of the customer's heart about his dissatisfaction.

• 
  The customer service officer tries to defend the company by saying that every customer problem is caused by himself

Definition of Customer Service

• 
  Is a friendly relationship between guest and host

• 
  Is relationship between guests and hosts or the act of serving and friendly practices

• 
  Attributes that must be shown by a reception officer by always being friendly

• 
  Good character should be shown throughout working as a receptionist

The information that is recorded if there are customers who come to the Customer Service Office is kept by the company.

• Customer's Name

• Date/Time of dealing

• Correspondence Address

• Material Status

• Remedial Action of the Problem.

Berikut merupakan tujuan komunikasi, KECUALI...

i. Memimpin, mengarahkan, memotivasi dan menciptakan iklim yang memunculkan keinginan untuk memberikan maklum balas.

ii. Untuk mendapatkan maklum balas negatif daripada pelanggan.

iii. Mempengaruhi perilaku seseorang dengan mengungkapkan perasaan.

iv. Menyelesaikan suatu permasalahan atau persoalan.

• i,ii dan iii

• i,ii dan iv

• i,iii dan iv

• ii,iii dan iv

Things that include a person's appearance?

i. Clothes

ii. Shirt pattern

iii. Facial expressions and body language

iv. Social intelligence

• i,iii and iv

• i,ii and iii

• i,ii an iv

• ii,iii and iv

Category of communication equipment in customer service

• Telephone

• VoIP

• Internet

• Email

Services offered for the Helpdesk role.

i. Customer Inquiries.

ii. Customer Complaints

iii. Arguing with Customers.

iv. Service advisor

• i,ii and iii

• i,ii and iv

• i,iii and iv

• ii,iii and iv

What is Interpersonal Communication?

• 
  Two-way communication without involving feedback.

• 
  It is communication between individuals (more than one person) that involves elements of feedback.

• 
  Communication that occurs without consent between two parties.

• 
  Communication that occurs when a person monologues with himself.

Berikut adalah etika yang baik dilakukan, KECUALI....

i. Diam dan dengar masalah pelanggan

ii. Memberi perhatian sepenuhnya kepada pelanggan.

iii. Mempunyai sikap tidak endah kepada permasalahan pelanggan.

iv. Bantu masalah pelanggan setakat yang mampu.

• i,ii dan iii

• i,ii dan iv

• i,iii dan iv

• ii,iii dan iv

FALSE statement of the functions and roles of the Customer Service Office.

• 
  Serving customers who deal with inquiries, complaints, advisory services and customer feedback.

• 
  Perform Helpdesk service functions for dealing customers.

• 
  Providing incorrect information without investigating the validity of the information with the organization.

• 
  Publish improvements or services offered to customers.