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DELIVER SERVICE EXCELLENCE THROUGH TEAMWORK Asdrin Qi Ranne 2010141116 Debby Citra 2010140697 Shinta Hawa Thandari 2010140901 Tania Joviani 2010140851 Valerine 2010140219 Vebrina Ajeng 2010140691 PR14 – 1C STIKOM – LONDON SCHOOL OF PUBLIC RELATIONS JAKARTA
DELIVER SERVICE THROUGH TEAMWORK = At work everyone performs as part of a team VALERINE
Why team working is so IMPORTANT for customer service? From the point of view of the customer : products and services oXen cannot be dealt with by one person alone -‐ several team members may be involved when dealing with a single customer. VALERINE
od To increase a go n, te am corpora[o y the re are certainl o: seve ral things to d Need to pass on a lot of informa[on about the customer Each member should know their own role and the roles of the other team members. VALERINE
What can help increase the eﬀecMveness in corporaMon conducted in a team? VALERINE
Another beneﬁt of teamworking is that People in another departments and other parts The key beneﬁts of teamworking Of business can deliver more Using others to help you with problems Eﬀec[ve service and diﬃcul[es ASDRIN QI RANNE
REMEMBER AS CUSTOMER SERVICE TEAMWORK… Prime Objec+ve of CSP team Deliver excellent service Know how to deliver To the customer excellent Service to the customer ‚The teams overall objective where there should be a shared vision of service excellence‘ASDRIN QI RANNE
INVOLVEMENT OF PEOPLE Involvement MoMvaMon People at work like to be involved. A sense of involvement tends to mo[vate people. Everyone in the organiza[on can ul[mately be involved in delivering service excellence to the customer ASDRIN QI RANNE
OTHER The team has shared objec[ves Better knowledge of others job roles BENEFITS Enjoyment of Working with Others Increased involvement, job Sa[sfac[on, and mo[va[on Someone to help out when There are deadlines to meet Beger communica[on between departments ASDRIN QI RANNE
SATISFY YOUR INTERNAL CUSTOMERS SHINTA HAWA THANDARI
INTERNAL CUSTOMERS = EXTERNAL CUSTOMERS SHINTA HAWA THANDARI
Take [me in your team to Stay involved and try to keep all review and improve how the the other team members involved team operates Get together socially and have fun it helps with communica[on DO! Make sure the team’s Make sure that your objec[ves are clear team members all communicate well Work together as much as Have short , sharp team mee[ngs possible when you are trying to give everyone a chance to air solve customers problems their views and suggest improvements Talk regularly about who will do what and by when Make sure your own objec[ves are clear TANIA JOVIANI
Let a “blame culture” develope – share responsibility, when things go wrong Worry if the team does not work Miss any chance to perfectly – it will congratulate the team on need “ﬁne its successes tuning” from [me to [me Allow the team to Let your team be “over-‐ become an “elite club” managed” so that that doesn’t work with ON’T! members are not involved D other parts of the in decision making bussiness TANIA JOVIANI