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    Materi Pelayanan Prima

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    Pengadilan Agama Lolak
    This document summarizes the key points from a training on service excellence and organizational culture held by SCB International Consulting from February 15-18, 2021. It discusses concepts like stress, customer service, building a service culture, and the importance of leadership legacy. Graphics and surveys are included to engage participants on topics such as stress levels, reasons for customer dissatisfaction, and priorities for organizational culture development.

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    Materi Pelayanan Prima

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    Pengadilan Agama Lolak
    72 views31 pages
    This document summarizes the key points from a training on service excellence and organizational culture held by SCB International Consulting from February 15-18, 2021. It discusses concepts like stress, customer service, building a service culture, and the importance of leadership legacy. Graphics and surveys are included to engage participants on topics such as stress levels, reasons for customer dissatisfaction, and priorities for organizational culture development.

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    This document summarizes the key points from a training on service excellence and organizational culture held by SCB International Consulting from February 15-18, 2021. It discusses concepts like stress, customer service, building a service culture, and the importance of leadership legacy. Graphics and surveys are included to engage participants on topics such as stress levels, reasons for customer dissatisfaction, and priorities for organizational culture development.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    72 views31 pages

    Materi Pelayanan Prima

    Uploaded by

    Pengadilan Agama Lolak
    This document summarizes the key points from a training on service excellence and organizational culture held by SCB International Consulting from February 15-18, 2021. It discusses concepts like stress, customer service, building a service culture, and the importance of leadership legacy. Graphics and surveys are included to engage participants on topics such as stress levels, reasons for customer dissatisfaction, and priorities for organizational culture development.

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    Hari Ke-1

    PUSDIKLAT MANAJEMEN DAN


    KEPEMIMPINAN MAHKAMAH AGUNG RI

    PELAYANAN PRIMA
    15-18 Februari 2021

    Dr. Agung Solihin, SE., MM


    CEO & Founder SCB International Consulting
    Chairman of Indonesia Organizational Culture Consultant Association
    Certified National Trainer - Badan Nasional Sertifikasi Profesi (BNSP)
    Certified Master Practitioner & Trainer NLP - Neo NLP
    Certified Profesional Coach – Loop Institut of Coaching
    Certified International Corporate Culture Consultant – Michigan, USA

    AGUNG SOLIHIN AGUNG SOLIHIN OFFICIAL WWW.SCBINTERNATIONALCONSULTING.COM


    Our Consultant

    Dr. Agung Solihin


    Founder & CEO SCB Corporation
    Rizki Muhardiyanto Certified International Corporate Culture Consultant Andrian Hamzah
    Certifiied Trainer & Master Practitioner NNLP
    Certifiied International Coach Certified Corporate Culture Consultant
    Specialist in Organization Culture Development Specialist in Character Building Development
    Certified Corporate Culture Consultant Certified BNSP
    Certifiied Trainer & Master Practitioner NNLP
    Certifiied Trainer & Master Practitioner NNLP

    Muhammad Syauqi Niken Wulansari Aldy Al Amin Ircham Surahman


    Specialist Human Capital Development Psychologist Specialist Human Capital Development Specialist Effective Communication
    Certifiied Trainer NNLP Certified Behavioral Analyst Psychologist
    Certified Asessment Center Assessor Certified professional motivator
    Master Practitioner NNLP
    Are you
    Stressed or Not ?
    Are you
    Stressed or Not ?
    1. Financial
    2. Relationship
    3. Children
    4. Business and Career
    5. Health
    6. Workload
    7. I am not where I want to be
    What is

    STRES
    STRESS ? ?
    Stress is an uncomfortable situation
    for someone
    Stress Level

    1 2 3
    Mild Stress Severe Stress Cumulative Stress
    Why are
    We Stressed
    KEEP SMILE
    WHY DO CUSTOMERS NOT RETURN?

    Sikap 68%
    Fasilitas 14%
    Harga 9%

    Pengaruh orang lain 5%

    Tanpa alasan 3%

    Meninggal 1%
    SEBERAPA PENTING MEMBANGUN
    BUDAYA MENURUT ANDA?

    1 10

    SEBERAPA FOKUS ORGANISASI ANDA


    MEMBANGUN BUDAYA?
    MEMBANGUN SEMANGAT SEMANGAT MEMBANGUN ARENA
    BERGERAK
    HOW TO BUILD CORPORATE CULTURE

    VISION (X), MISSION (X), VALUES (X)

    DESIGN
    VISION (V), MISSION (X), VALUES (X)

    SYSTEMS VISION (V), MISSION (V), VALUES (X)

    LEADERSHIP VISION (V), MISSION (V), VALUES (V)


    SYSTEM (X) & LEADERSHIP (X)

    VISION (V), MISSION (V), VALUES (V)


    SYSTEM (V) & LEADERSHIP (V)
    Why is it important to
    build a service culture?
    if you make customers unhappy in the physical world, they might each tell 6
    friends. If you make customers unhappy on the Internet, they can each tell
    6,000 friends
    - Jeff Bezos -

    Hasil riset menunjukkan bahwa sekitar 70% pelanggan yang


    meninggalkan sebuah produk atau jasa diakibatkan karena pelayanan
    yang buruk.
    Mark Plus Insight
    Membantu atau melakukan sesuatu untuk MEMENUHI KEBUTUHAN
    dan atau KEINGINAN ORANG LAIN yang sesuai dengan nilai-nilai
    kemanusiaan dan religi.

    (Other People’s Needs & Wants).


    “Setiap kegiatan atau
    manfaat yang dapat
    diberikan oleh suatu
    pihak kepada pihak lainnya
    yang pada dasarnya tidak
    berwujud dan tidak pula
    berakibat pada kepemilikan
    sesuatu”
    - Amstrong (2008: 143) -
    “Giving The Happiness”
    (Memberi Kebahagiaan)
    Alat Transportasi

    Kantor Berjalan
    What is Service Excellence...???

    NILAI TAMBAH MEMENUHI


    MELAMPAUI
    MICHAEL JORDAN
    “A Leader is said to be great
    Not when he has a position,
    But when finished,
    What legacy did he leave behind”
    - Dr. Agung Solihin

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