Matakuliah
Tahun
: V0212 - Psikologi Pelayanan
: 2009
KARAKTER PELANGGAN
Pertemuan 11
KARAKTER PELANGGAN
1.
2.
3.
4.
5.
6.
7.
SILENT
RUSH
TALK MUCH
REQUESTING
UNDECISION
ARGUE
PENDING SERVICE
Bina Nusantara University
3
SILENT
HOW
WHY
1.
2.
3.
4.
Shy
Less to talk
Nervous
Abnormal
Bina Nusantara University
1.
2.
3.
4.
Full attention
Try to understand
Active
Not focus leak
4
RUSH
How to handle :
1.
2.
3.
4.
5.
Recognize with the gesture and body language
Tell we will serve the best
Efective & efficient
Thank you for waiting
Thank you ( said her/his name ) and apologize if
make a mistake
Bina Nusantara University
5
TALK MUCH
How to handle :
1.
2.
3.
4.
5.
Bina Nusantara University
Greetings
Offering help
Diverting
Compliment
Ask the address and phone
6
REQUESTING
How to handle :
1.
2.
3.
4.
5.
6.
Bina Nusantara University
Greetings
Listen
As soon as posible
Apologize
Ask supervisor if you can’t
SMILE
7
UNDECISION
HOW
WHY
1. Family background
2. Nominal account
3. Need second
opinion
Bina Nusantara University
1.
2.
3.
4.
Trust
Calm
Follow the taste
Ask what he/she
want
5. No cash, credit ok
8
ARGUE
How to handle :
1.
2.
3.
4.
5.
Bina Nusantara University
No reaction to much
Calm, don’t nervous
Give the right reason
NO ARGUE
Take the condition
9
PENDING REQUEST
How to handle :
1.
2.
3.
4.
5.
Bina Nusantara University
Listen the complaint, NO argue
Summary the problems
Explain why pending
Say apoligize and give the reasons
NO ANGRY
10
FINITO
Bina Nusantara