Customer Service Excellence
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Customer Service Excellence
Quiz
•
Other
•
Professional Development
•
Hard
SLS J
Used 2+ times
FREE Resource
11 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
10 sec • 10 pts
Kualitas pelayanan apa yang lebih diutamakan
Internal
External
2.
MULTIPLE CHOICE QUESTION
30 sec • 10 pts
Tahun 2000 : Service by Hearth
Tahun 2010 ????
Tahun 2020 ????
Excellence
Experience to Excellence
Excellence to Experience
Experience
3.
MULTIPLE CHOICE QUESTION
30 sec • 10 pts
Dalam the pyramid upside - down
Peran terbesar dalam pengaruh service
terhadap customer adalah ?
External Service Providers
Leaders
Internal Service Providers
System
4.
MULTIPLE CHOICE QUESTION
30 sec • 10 pts
Hal yang perlu diperhatikan dalam menarik minat / kesan customer, kecuali...
First Impressions
Process
Grooming
Gesture
5.
MULTIPLE CHOICE QUESTION
30 sec • 10 pts
Unsur - unsur pembentuk customer experience,
Kecuali ...
Frontliners
Proses dan sarana
Product
Visi Misi Corporate
6.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Langkah yang tepat dalam Moment of Truth
Tentukan masalah dan penyebab >> Solusi >> Pilih titik dengan dampak besar >> Cycle of service
Cycle of service >> Pilih titik dengan dampak besar >> Tentukan masalah dan penyebab >> Solusi
Pilih titik dengan dampak besar >> Tentukan masalah dan penyebab >> Solusi >> Cycle of service
Cycle of service >> Tentukan masalah dan penyebab >> Pilih titik dengan dampak besar >> Solusi
7.
MULTIPLE CHOICE QUESTION
1 min • 10 pts
Proses mendengar yang tepat adalah :
> Mendengar
> Memahami
> Menganalisa
> Merespon
> Mendengar
> Memahami
> Menganalisa
> Tidak boleh merespon
> Mendengar
> Menganalisa
> Memahami
> Merespon
> Mendengar
> Menganalisa
> Memahami
> Tidak boleh merespon
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