The meaning of the word “SERVICE MIND”
Providing good and quality service is the heart of every service business. Therefore, the personnel working in the service business must have a passion for service (Service Mind). Service providers must be willing to dedicate both physically and mentally, with sacrifice. Those who will perform their duties must have a passion and a passion for service.
Service Mind has the following meanings:
S= Smile, must have a smile.
E = Enthusiasm, customer care
R = Responsiveness, Responsible for duties towards customers
V= Value, provides valuable customer service.
I = Impression, provides impressive service.
C= Courtesy, courteous customer service.
M= Make Believe
I = Insist, acceptance
N = Necessitate, to focus
D = Devote, Devotion
To be an excellent service provider, every operator should consider the following point:
Must have knowledge in the work of providing services (Knowledge) Service providers must have knowledge in the work they are responsible for that can answer inquiries from service recipients accurately and accurately in terms of products presented, organizational history, regulations, policies. and various methods in the organization to prevent mistakes and damage and must constantly seek knowledge from new technologies.
Observe (Observe) service workers must have a unique identity as an observant person, because if there is a perception that the service will be satisfactory to the recipient, it will try to bring creative ideas to create a good service. More satisfying and more responsive to the needs of customers or service recipients.
Must have enthusiasm (Enthusiasm). Enthusiastic behavior shows a willingness to help, show concern. It will create a good image in helping the service recipients.
Must have polite verbal behavior (Manner) Verbal behavior is the expression of thoughts, feelings, and results in a good personality. Therefore, to provide customers or service recipients with peace of mind to contact for service.
Must be creative (Creative) service providers should have new ideas. Should not be attached to the experience or services that have been done in the past, however, there is no change in service methods, so there should be new ideas in service reform as well.
Must be able to control their emotions (Emotional control). Service work is a job that give assistance from others and requires meeting many people of different classes and education. Therefore, the manners from the service recipient will be different. When the client is unintentionally reprimanded, speaks offensively or has bad manners. The service provider must be able to control their emotions very well.
Must be mindful in solving problems that happen (Calmness). Most of the service recipients will contact for help as usual, but in some cases, customers have urgent problems. The service provider must be able to consciously analyze the cause and come up with a solution to the problem. They may choose the best option from several options to serve their customers.
Have a good attitude towards service (Attitude). Service is a help. The service worker is the provider. Therefore, there must be thoughts and feelings towards the service in a way that is favorable and willing to serve. If anyone has thoughts, feelings, and dislikes for the service Even if they are satisfied with the service from others, they cannot do good service. If any person has a good attitude towards service, they will focus on service. and work fully as a result, service work is valuable and leads to excellence.
Responsible for customers or service recipients (Responsibility) in terms of marketing and sales and services. Cultivating an attitude to see the importance of customers or service recipients by praising “Customers are the most important person” and “Customers are always right”. Service providers have the best responsibility to their customers.
Therefore, for the quality and value of service, all parties must work together to achieve the objectives. Get benefit from both parties. Service users are satisfied, the organization also survives (Win-win Strategy).