Otomatisasi Tata Kelola Administrasi Humas Dan Keprotokolan

The correct answer is "Simpati, bersahabat, dan sopan santun". This approach emphasizes showing empathy, being friendly, and maintaining politeness towards customers. By demonstrating sympathy, building a friendly relationship, and displaying good manners, a positive approach towards customers can be achieved.

Having a good and friendly attitude in coordinating with various parties is important in maintaining a positive relationship with coworkers. This includes being respectful, supportive, and cooperative towards colleagues, which can contribute to a harmonious and productive work environment. Building strong relationships with coworkers can also enhance teamwork, collaboration, and overall job satisfaction.

The concept of A3 in excellent service includes attention, action, and attitude. Attention refers to giving focus and consideration to the customer's needs. Action means taking prompt and effective steps to address those needs. Attitude refers to having a positive and helpful demeanor towards the customer. Therefore, the correct answer is 1, 2, and 5.

Berhias dengan kosmetik yang mencolok tidak termasuk pelayanan prima berdasarkan sikap karena pelayanan prima berfokus pada sikap dan perilaku yang ramah, sopan, dan menghargai pelanggan. Berhias dengan kosmetik yang mencolok bukanlah faktor yang mempengaruhi pelayanan prima, melainkan merupakan hal yang berkaitan dengan penampilan fisik.

The correct answer is "Menutupi kelemahan produk yang dijual". This option suggests that serving customers involves hiding the weaknesses of the products being sold. However, this is not a valid reason for serving customers. The purpose of serving customers is to meet their needs, provide value, and maintain customer satisfaction, rather than covering up any flaws in the products.

Pelayanan Prima refers to a service that is oriented towards meeting customer demands regarding the quality of a product, whether it is a good or a service, in the best possible way. This term emphasizes the importance of providing excellent service to customers and ensuring their satisfaction.

The correct answer is "Terima kasih, Bu Novva. Senang melayani Ibu. Selamat Siang!" because it is a polite and respectful way to end a meeting. The speaker expresses gratitude and acknowledges the person they have been serving. They also wish the person a good afternoon, showing courtesy and professionalism.

The correct answer is "Mendengarkan dan memahami, mengamati, serta mencurahkan perhatian". This answer is correct because it includes all the principles of serving based on the concept of attention, which are listening and understanding, observing, and devoting attention. It covers the key aspects of providing service by actively listening to customers, understanding their needs, observing their behavior, and giving them full attention.

The correct answer is "Mengatur kemeja, membersihkan kotoran, dan meluruskan dasi". This answer is correct because it mentions actions that should be avoided when serving customers. Adjusting one's shirt, cleaning dirt, and straightening a tie are all actions that may be seen as unprofessional or distracting when interacting with customers. It is important to maintain a neat appearance and focus on providing quality service to customers.

Reliability refers to the ability to consistently and accurately deliver services. It means that the service provider can be trusted to perform their tasks with precision and dependability. This includes ensuring that the service is delivered on time, meeting the agreed-upon specifications, and maintaining a high level of accuracy and consistency. Reliability is crucial in building trust and confidence in the service provider, as it demonstrates their commitment to delivering quality services consistently.

The statement "Cara berbusana atau berpakaian seseorang pelayan atau penjual hendaknya rapi dan bersih" suggests that the concept being referred to is "Sikap" (attitude). This is because the statement is about the way someone dresses or presents themselves, which is a reflection of their attitude towards their role as a server or seller. A neat and clean appearance shows professionalism and a positive attitude towards their job.

The high self-esteem of the service personnel is not a factor that causes customer dissatisfaction. Factors such as lack of product knowledge, unfriendly service attitude, price mismatch, and inconvenient sales location can all contribute to customer dissatisfaction. However, the high self-esteem of the service personnel is not directly related to customer dissatisfaction.

The correct answer is "Tidak menempel di meja ketika berdiri." This answer suggests that a good service attitude is shown by not leaning on the table when standing. This behavior demonstrates professionalism and respect towards the customer, as it shows that the service provider is attentive and focused on their needs. Leaning on the table can be seen as unprofessional and may give the impression that the service provider is not fully engaged or interested in assisting the customer.

Leptosom adalah tipe tubuh yang cenderung kecil dan lemah. Bentuk tubuhnya kurus dengan kelemahan fisik yang mungkin terlihat. Oleh karena itu, jawaban yang tepat adalah "Bentuk tubuh agak kecil dan lemah".

The given correct answer is "Memanfaatkan informasi dari pelanggan". The other aspects mentioned in the options are important in handling customer complaints. Empathy towards angry customers is crucial in understanding their concerns and addressing them effectively. Speed in handling complaints shows the company's commitment to resolving issues promptly. Fairness in problem-solving ensures that customers feel heard and valued. Providing easy access for customers to contact the company is essential for effective communication. However, utilizing information from customers is not mentioned as an aspect to be considered in handling complaints.

Pelanggan yang sedang mencari-cari informasi produk disebut pelanggan eksternal. Ini berarti bahwa pelanggan tersebut adalah individu atau organisasi yang berada di luar perusahaan dan sedang mencari informasi tentang produk yang ditawarkan oleh perusahaan. Pelanggan eksternal dapat mencari informasi melalui berbagai saluran, seperti situs web perusahaan, brosur, atau melalui interaksi langsung dengan perusahaan.

The given description of a customer having a chubby body shape, short limbs, and a wide round face indicates that they have a "Piknis" body type.

The relationship between superiors and subordinates, as well as the relationship among colleagues within an organization, is referred to as internal relationships. This includes the formal and informal interactions and communication that occur within the workplace. It encompasses the hierarchical structure and the dynamics between different levels of authority and responsibility.

The correct answer is "Pelayanan yang sangat baik" which means "excellent service" in English. This answer implies that customer care involves providing a high level of service to customers. It suggests that customer care should go above and beyond to meet the needs of customers, handle their complaints effectively, and ensure that they are satisfied with the service provided. It also implies that customer care should prioritize delivering a positive and pleasant experience to customers.

The correct answer is "Selamat Pagi, Pak !" because it is a polite and respectful greeting that acknowledges the person's gender and shows a friendly and welcoming attitude.

The correct answer is 2, 3, 4, and 5. This is because the given statements describe the correct standing posture: placing both hands on the table, standing with a straight posture from head to toe, keeping the hands down, not folding them in front of the chest, and not leaning on the table.

Attention refers to the act of paying close or careful attention to someone or something. It involves focusing one's mind and senses on a particular object, person, or situation. In the context of the given question, attention is mentioned as a concept of service that utilizes a specific approach. Therefore, "Perhatian" (attention) is the most appropriate answer.

The statement "Melayani pelanggan secara total termasuk dalam hal-hal yang bersifat pribadi" is incorrect because serving customers holistically does not necessarily involve personal matters. Providing total service means addressing all aspects of the customer's needs and expectations, which can include professional and technical aspects, but not necessarily personal matters.

Public relations (humas) typically involves managing communication and relationships between an organization and its various stakeholders, including employees, customers, shareholders, and distributors. However, the relationship between public relations and the government is not explicitly mentioned in the question, and it is possible that public relations can also involve interactions with the government. Therefore, it is unclear whether the correct answer is "Humas dengan pemerintah" or if the question is incomplete.

The given options are all related to facial expressions and gestures that are commonly associated with good customer service. However, the option "Selalu menatap mata pelanggan" (Always staring at the customer's eyes) does not fit in this category as it can be considered rude or invasive in some cultures. It is important to maintain eye contact, but staring continuously may make the customer uncomfortable.

The correct answer is "Melayani pelanggan dengan bersikap apriori." This is because the other options describe actions that a waiter should take when interacting with customers, such as making direct eye contact with a smile, avoiding a gloomy expression with eyes looking down, and maintaining a poised facial position to show readiness and seriousness in serving customers. However, "Melayani pelanggan dengan bersikap apriori" means "serving customers with a preconceived attitude," which is not a recommended approach in customer service as it implies having preconceived notions or biases towards customers.

The relationship between a company and its customers and suppliers is referred to as external relationships. This term signifies that the relationship exists outside of the company and involves external parties. It encompasses interactions, transactions, and collaborations with customers and suppliers, which are crucial for the success and growth of the company. These external relationships are essential for maintaining customer satisfaction, securing reliable suppliers, and fostering a positive reputation in the market.

The correct answer is "Menggerakkan semua tugas yang menjadi tanggung jawab." This is because the question asks for an exception, and the other options all mention actions that can lead to criminal liability for a public relations officer. However, "Menggerakkan semua tugas yang menjadi tanggung jawab" means "Carrying out all the tasks that are responsibilities," which does not pose a legal threat.

The correct answer is "Action". This is because taking action is an essential part of providing excellent customer service. It involves actively listening to the customer's needs, responding promptly and efficiently, and following through with any necessary steps to fulfill their request or resolve their issue. By taking action, businesses can demonstrate their commitment to meeting customer expectations and ensuring their satisfaction.

The correct answer is "Mencurahkan perhatian sewajar nya". This is because the concept of excellent service based on attention includes actively listening to the needs of customers, observing and appreciating their behavior, understanding their needs deeply, and giving full attention to customers. However, "Mencurahkan perhatian sewajar nya" means "devoting attention as appropriate" which implies that the level of attention given may not be consistent or sufficient.

The options in the question all involve activities related to customer needs and requirements, except for "Mencurahkan perhatian penuh kepada pelanggan" which translates to "Devoting full attention to customers". This option does not directly relate to the concept of action or fulfilling customer needs, but rather focuses on the behavior or attitude of the service provider towards the customer.

The correct answer is "Duduk Tegak" because sitting upright is not a common standard in customer service attitude. While it is important to maintain a professional posture, sitting upright is not specifically mentioned as a standard in providing service to customers. The other options, such as a smiling face, genuine smile, professional eye contact, and always focusing on the customer's face, are all commonly recognized as important aspects of customer service.

Melayani pelanggan dengan bersikap apriori is not a step in serving customers with a positive mindset because having a preconceived notion or bias towards customers can hinder the ability to provide unbiased and fair service. It is important to approach each customer interaction with an open mind and without any preconceived judgments or assumptions.

The correct answer is "Melayani pelanggan dengan sikap menghargai" because it is mentioned in the question that the customer should be greeted with good, polite, friendly language, and a friendly attitude. Serving customers with respect aligns with these requirements and shows appreciation for their presence.

The given options are all related to principles of action in service. They involve actions such as recording needs and orders, confirming again, expressing gratitude, and fulfilling needs. However, "Mengamati dengan hati-hati" (observing carefully) is not a principle of action in service. It is more related to the principle of observation and attentiveness.

The correct answer is "Attitude". The question is asking for the term used to describe the excellent service provided to customers using an approach based on the concept of attitude. Attitude refers to the mindset and behavior of individuals towards customers, emphasizing the importance of a positive and helpful demeanor in delivering quality service.

The concept of attitude is related to serving customers by considering a harmonious appearance. This means that when serving customers, it is important to have a positive and friendly attitude, as well as presenting oneself in a professional and presentable manner. This includes factors such as grooming, dress code, and overall appearance, which can contribute to creating a positive impression and building trust with customers.

The correct answer is "Respect." Respect is not one of the five key elements in providing customer service. The other four elements - reliability, assurance, tangibility, and empathy - are all important in ensuring good customer service. Respect may be a desirable trait in customer service interactions, but it is not considered a key element in this context.

Pelanggan yang sudah membeli/berlangganan produk yang dihasilkan perusahaan merupakan pelanggan internal karena mereka telah melakukan transaksi dengan perusahaan tersebut. Mereka adalah bagian dari hubungan bisnis internal perusahaan dan dapat dianggap sebagai pelanggan yang setia karena telah memilih untuk membeli produk dari perusahaan tersebut.

The correct answer is the one that includes all the necessary steps to handle customer complaints effectively. It suggests that employees should remain calm and composed, actively listen to the customer's complaint, acknowledge the problem, provide an explanation, offer comfort and reassurance, show empathy, and position themselves as a customer. By following these steps, employees can address the customer's concerns, resolve the issue, and maintain a positive relationship with the customer.