Improve Service Performance of Leaders Secretariat and CSO, IPB Holds Service Excellent Workshop
Bogor Institute of Agriculture (IPB) Institute Secretary (IPB) in collaboration with High Performa Training and Consulting held a Workshop of Service Excellent Customer Service Officer (CSO) and Secretary of the Leadership of IPB on September 5-6 2018 at the Grand Savero Hotel Bogor. "The purpose of this workshop is to improve the service performance of the CSOs and the Secretary of the Leadership of IPB. Everyday CSOs and Secretary of IPB Leadership serve the leaders and meet with various guests, this requires special expertise. Because the chief secretary is the face of the institution. If the performance of the services provided is very good and satisfying, it will help the positive image of the institution," said Secretary of the IPB Institute, Dr. Aceng Hidayat.
The same thing was also conveyed by the Head of the IPB Communication Bureau, Ir. Yatri Indah Kusumastuti, M.Sc, this workshop is very useful for CSOs and the Secretary of the Leadership of IPB. "From this workshop, we understand the customer's character from the choice of words, the facial expressions, and the language body are visual, auditory or kinesthetic. Understanding customer character helps us communicate persuasively and serve wholeheartedly according to their character."
"The service performed by a person can be divided into six performance categories, namely basic, expected, desired, wow surprising and unbelievable. Basic services are basic services that one can do. Expected service is a service that someone should do to the customer. The desired service is a service that exceeds customer expectations. Wow surprising service is a service with a touch of new value that is surprising and gives more satisfaction to customers. The unbelievable service is an amazingly impressive service that touches the feelings of customers so they will not turn to others," said Harri Firmansyah R from High Performa Training and Consulting.
Harri continued so that there would be an increase in service performance from basic to expected, expected to be desired and so on, there needs to be honesty. "It starts from honesty, with us being honest with our shortcomings, it's the beginning of progress. If we are not aware of how our service is performing, then it is difficult for us to improve the quality of our performance. For example, an employee feels that he has provided the service in the desired way after he is asked to the customer, he just does the service in a basic way. The person must honestly acknowledge his shortcomings, so he is ready to receive input for his improvement." The 30 CSO participants and the Secretary of the Leaders of IPB were very enthusiastic to follow the activities until the end. (RYS)
