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Economic

In: Business and Management

Submitted By alvfever
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Terjadinya kecacatan atau kesalahan dalam pelayanan jasa adalah sesuatu yang tidak dapat dihindari oleh para penyedia jasa. Misalnya, bencana alam dapat menyebabkan pengiriman produk kepada pelanggan menjadi terlambat, pelayan menumpahkan minuman pada pakaian pelanggan, mesin kasir supermarket rusak, atau bahkan supplier menghentikan kerjasama dengan pihak penyedia jasa secara tiba-tiba yang mana hal itu dapat mempengaruhi operasi jasa dan berdampak pada hubungan dengan pelanggan.
Walaupun kesalahan pada pelayanan jasa adalah sesuatu yang tidak dapat dihindari, namun hal ini bisa diperbaiki meskipun membutuhkan waktu yang tidak sebentar. Kabar baiknya adalah dengan adanya kesalahan atau masalah pada pelayanan jasa, para penyedia jasa dapat menemukan kesempatan untuk membuat pelanggan menjadi lebih dekat dengan jasa tersebut. Bahkan jika penyedia jasa memanfaatkan kesempatan tersebut dengan maksimal, bukan tidak mungkin pelanggan yang awalnya merasa kecewa menjadi pelanggan yang loyal.
Ada beberapa tahap yang bisa dilakukan para penyedia jasa untuk memulihkan pelayanan jasa: 1. Melatih para karyawan untuk memberikan permintaan maaf kepada para pelanggan dengan sungguh-sungguh jika mereka melakukan kesalahan kepada pelanggan. 2. Meninjau kembali keluhan yang diterima pihak penyedia jasa dari para pelanggan. Pihak penyedia jasa memberikan kesempatan kepada para pelanggan untuk menjelaskan masalah yang telah mereka alami berkaitan dengan pelayanan jasa dan apa yang harus dilakukan oleh pihak penyedia untuk memperbaikinya. 3. Memperbaiki masalah pelayanan jasa dan melakukan tindak lanjut. Meskipun hal itu hanya berupa menanyakan pada pelanggan apa masalah yang telah mereka alami, tetapi hal itu merupakan suatu kepedulian pihak penyedia jasa terhadap pelanggan. Akan lebih baik lagi jika pihak penyedia jasa menindaklanjutinya dengan cara memberi kompensasi kepada pelanggan dimana hal itu akan membuat pelanggan merasa dihargai. 4. Mencatat kesalahan dan masalah pelayanan jasa yang telah terjadi serinci mungkin yang berguna untuk perbaikan pelayanan jasa di masa yang akan datang jika suatu saat terjadi hal yang serupa.

Tahap 1: Memberikan permintaan maaf kepada para pelanggan dengan sungguh-sungguh jika mereka melakukan kesalahan kepada pelanggan.
Yang dibutuhkan disini adalah sebuah permintaan maaf yang tulus dan tidak dibuat-buat yang disampaikan secara personal. Terdapat banyak cara untuk menyampaikan bahwa penyedia jasa merasa menyesal dan dapat merasakan kecacatan dan masalah pelayanan yang dirasakan oleh pelanggan. Dengan cara ini pihak penyedia jasa bisa menyadari apa yang diinginkan oleh pelanggan selain sebuah permintaan maaf. Pelanggan juga ingin didengarkan dan ingin diperhatikan oleh pihak penyedia jasa. Pelanggan juga ingin tahu bahwa pihak penyedia jasa benar-benar menyesal atas kecacatan pelayanan yang dialami oleh mereka. Pelanggan juga ingin dianggap berada di posisi ‘korban’ oleh pihak penyedia jasa walaupun pada beberapa kasus kesalahan bukan dilakukan oleh pihak penyedia jasa. Selain itu, pelanggan juga menginginkan agar penyedia jasa menganggap bahwa kecacatan dan masalah pelayanan yang dialami oleh pelanggan bukan merupakan sesuatu yang sepele.
Secara keseluruhan dapat disimpulkan bahwa para pelanggan ingin dianggap penting oleh pihak penyedia jasa. Dapat diartikan pula bahwa permintaan maaf yang efektif untuk meraih kembali kepercayaan pelanggan adalah berupa penyampaian permintaan maaf di awal dimana pihak penyedia jasa memposisikan diri sebagai pelanggan dan menyelesaikan masalah yang ada dari sudut pandang pelanggan.
Tahap 2: Meninjau kembali keluhan yang diterima pihak penyedia jasa dari para pelanggan
Pada tahap ini pihak penyedia jasa akan mencari tahu apa yang dibutuhkan pelanggan untuk menghasilkan pelayanan yang baik.
Dalam proses mencari tahu apa masalah yang dialami pelanggan terkait dengan pelayanan jasa, pihak penyedia jasa dapat mengajukan pertanyaan. Beberapa pertanyaan mungkin dirasa agak menyinggung pelanggan seperti, “apakah anda yakin tidak menggunakan uang kembaliannya?”. Pertanyaan seperti ini mungkin akan membuat beberapa pelanggan merasa agak tersinggung. Jika pihak penyedia jasa tidak meminta maaf seperti yang ada pada tahap pertama, kebanyakan pelanggan tidak dapat menerima pertanyaan tersebut dengan baik. Tetapi jika pihak penyedia jasa meminta maaf terlebih dahulu maka umumnya pertanyaan tersebut dapat diterima dengan baik oleh pelanggan.
Tahap 3: Memperbaiki masalah pelayanan jasa dan melakukan tindak lanjut.
Perlu diingat kembali bahwa pelanggan telah memperoleh ketidaknyamanan atas layanan jasa yang telah pihak penyedia jasa berikan. Dengan begitu, hanya dengan memberikan kembali pelayanan yang standart atau yang seharusnya dia terima sebelumnya tidak akan mengembalikan kepuasan pelanggan.
Kunci utama dalam memperbaiki masalah yang telah dialami oleh pelanggan adalah menghilangkan rasa tidak puas, merasa dirugikan dan dikecewakan yang dirasakan oleh pelanggan. Caranya adalah memberikan pelayanan ekstra yang melebihi ekspektasi mereka. Bisa dengan fasilitas yang lebih baik, atau penawaran yang lebih menarik. Pihak penyedia jasa harus bisa mendekatkan diri kepada pelanggan untuk mengetahui pelayanan tambahan seperti apa yang mereka harapkan atau melakukan inisiatif memberikan pelayanan tambahan yang sekiranya bisa membuat mereka puas.
Idealnya, pelayanan tambahan dari penyedia jasa akan memperbaiki kesan pelanggan terhadap produk jasa milik pihak penyedia jasa. Rasa kecewa yang dirasakan oleh pelanggan perlahan-lahan pudar dan tergantikan oleh rasa puas atas pelayanan tambahan yang telah diberikan oleh penyedia jasa.

Melakukan Tindak Lanjut
Ada berbagai pendekatan tindak lanjut yang tepat untuk layanan-layanan yang berbeda yang masih mencakup dan berhubungan secara langsung dengan internal maupun eksternal perusahaan.
Seorang supervisor sebaiknya segera melakukan tindak lanjut jika masalah yang ada telah diselesaikan oleh supervisor itu sendiri. Semua hal yang bisa dikerjakan hendaknya dilakukan dengan sigap. Setelah itu, segera memeriksa keadaan pelanggan setelah pelanggan menerima layanan tambahan seperti pada tahap 2, dan tinjau kembali apakah mereka sudah cukup puas atau masih merasa kecewa atas kesalahan pelayanan yang dialami sebelumnya.
Penindaklanjutan dalam perusahaan berupa peringatan juga merupakan hal yang penting dan harus dilakukan agar jika terjadi kasus yang sama, mereka tahu bagaimana cara mengatasinya. Ada beberapa keuntungan penindaklanjutan dalam perusahaan: * Para karyawan akan mengetahui bahwa setiap interaksi tindak lanjut dengan pelanggan harus diberi perhatian lebih dari interaksi biasa. * Para karyawan akan bisa berinteraksi dengan pelanggan dengan lebih baik setelah kesalahan pelayanan. * Pelanggan yang pernah mengalami masalah pelayanan dapat dimasukkan dalam daftar tertentu. Ketika mereka melakukan transaksi untuk pembelian jasa kembali, mereka bisa mendapatkan perlakuan khusus walaupun hanya berupa sapaan atau basa-basi saja dan hal itu membuat pelanggan dipedulikan dan diperhatikan.
Tahap 4: Mencatat kesalahan dan masalah pelayanan jasa yang telah terjadi serinci mungkin
Terdapat banyak manfaat yang didapatkan dengan mencatat masalah pelayanan yang pernah terjadi. Pihak penyedia jasa harus memastikan agar para karyawannya terlatih untuk mencatat secara rinci atas masalah apa yang telah terjadi sebelum masalah-masalah tersebut terlupakan dan hilang dari ingatan. Intinya adalah teliti. Satu-satunya cara untuk mencegah suatu masalah agar tidak terulang lagi adalah dengan cara mencatat masalah tersebut untuk dianalisis dengan cermat pada lain waktu.
Pencatatan ini mempunyai tujuan yaitu untuk mengidentifikasi penyebab apa saja yang mendasari kesalahan pelayanan.…...

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