Presented by: MSD & IIUM Learning Facilitators International Islamic University Malaysia
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Program Content Program Introduction 3 Service Image 5 Service Mindset 7 Service Benchmark 13 Communication 16 Standard People Practice 23 Moving Forward 42
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Program Introduction Satisfied customers are not an accident. It is always the result of an intelligent effort by the employees who are dedicated and committed. Only those organisation who continuously strive to provide excellence customer experience will be able to sustain and compete in the era of time-based and knowledge-based competition. The world-class service organisation is derived from the impression made by all employees upon the organisation’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sells: the quality, accuracy, dependability, and a speed of their service - and the warmth or their human relationship with customers. All employees, from Chief Executive to contract workers (including outsourced workers) influence a company’s reputation and form the attitudes of customers and other ‘influential’. 3 The Benefits of Program The H.E.A.R.T of Service Program would achieve the following benefits : P____________ Staff Common SPP for All IIUM Staff To Boost the I______ of IIUM Provide Direct and Instant Impact to Client/ Public Easy to Track and Assess Easy to Monitor by the Supervisors High Staff M__________ Easy to Train S______________ Customers IIUM LEADING THE WAY: W________ C_________ BEST PRACTICE Development Level Implementation & Follow-up Result Ultimate Goal
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Program Objectives At the end of the session, participants should be able to : 1. Understand the ‘H.E.A.R.T of Service’ program history and it’s objectives 2. Understand the importance of presenting the right ‘Service I.M.A.G.E’ to customer 3. Instil the right ‘Service Mindset’ to staff 4. Understand of ‘Service Benchmarking’ in improving service standards at workplace 5. Master the ‘Standard People Practice’ (SPP) and practice it at workplace 6. Project professionalism in handling internal and external customer at the workplace 7. Provide support and assistance to immediate superiors 4 Program Schedule The suggested program schedule is as follows: 9.00AM 10.30AM 10.45AM 1.00PM 02.15PM 03.30PM S 1 Service Image S 2 Service Mindset S 3 Service Benchmark S 4 Basic Courtesy 03.45PM 04.30PM U N D E R S T A N D I N G S E R V I C E S 5 Communication S 6 Mastering SPP S 7 Service Challenge S 8 Change: Moving Forward M A S T E R I N G S P P Day 1 Day 2
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Service Image
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Service I.M.A.G.E It is important that an employee should be able to project the organisation’s image to their customer. The required personality can be generalised as follows: 6 I______ / M_____ M_____ / M_____ A______ / P_________ G_________ / T_______ E_________ / E_____ I M A G E a) Ability to interact with people with p_____ b) Feels s______ when serving people c) Feels the job as part of their l____ d) Treats employees as their own f______ members a) Ability to think, feel and act as a h____ to a guest b) Be in c________ frame of mind c) Y___, are your organization d) It’s e________ business mindset a) To differentiate F______ attire vs. P________ attire b) Focusing on projecting b________ image rather than personal image a) The principles is n____ and c_____ b) M______ and m_______ c) L_____ and p________ d) Subject to rules and regulations lay out by the organisation a) Ethics normally based local c______ and p_______ b) However, it is still subject to n_____ and culture of the organization c) A world class organization have a proper s_______ of how their employee should interact with their customer
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Service Mindset
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Vision of Excellent Service : Determining Elements There are a few major elements which determine the service performance at every level. Among the major elements are : a) P_________ Process flow; work process; Standard Operating Procedures b) S_______& S_________ Reporting structure; hierarchy; the level of empowerment; authority c) I______________ Facilities; office lay-out d) T______________ Information technology; on-line system e) P______________ attitude; mindset; behaviours; motivation; healthiness; knowledge; capability and competency; workload; teamwork; leadership f) L________ / H_______ R____________ Industrial relations; compensation & benefits; job matching; career path and HRD g) C____________ ego status; income group; level of education; age; geography 8 CUSTOMER SERVICE
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Do You Have Service Mindset? 9 There are 5 levels of customer service mindset to strengthen customer relationship ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ Five (5) Levels of Service Mindset You talk about p______ customer interactions more often than negative. You view n_______ customer interactions as opportunities to learn even more about the customer’s needs and expectations. You create o___________ for customer contact. You view your work from the customer’s p__________. You define your f_________ with the customer in mind.
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 History of Customer Expectations 10 Customer Service vs. Customer Experience 1 2 3 4 5 WHO? WHAT? WHERE? WHEN? WHY? HOW? CUSTOMER SERVICE CUSTOMER EXPERIENCE
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Customer Journey & Touchpoints 11 1 2 3 4 5 6 7 8 9 10 P R E P O S T
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Basic Human Psychology Psychologically, human being have their own basic of mindset on how they should be interacting with fellow human being 12 __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Service Benchmark
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Four Dimensions of Emotional Attachment – Gallup Inc, 2000 14 __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ Can’t imagine a world without Perfect company for people like me Treats me with respect Feel proud to be a customer Fair resolution of any problems Always treats me fairly Always delivers on promise Name I can always trust
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Redefine Your Competition The truth is that our competitors is a________ our customers compare us to. They hold in their minds a mental picture of how a person should be treated, and the picture becomes the standard by which their experience is judged. 15
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Communication
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Etiquette in Dealing with Customer It is best to always remember that the best service is a service from H.E.A.R.T 17 __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ H E A R T H_____ with your ear, L_______ with your heart Mendengar dengan telinga, memahami dengan hati E_____________ instead of just sympathy Merasai dan bukan sekadar mengasihani A_______________, even if it is not our own mistake Mohon maaf, walau ia bukan kesalahan atau kesilapan kita R_____________ with proper ethics Memberi tindakbalas dengan etika yang sesuai dan berhemah T____________ to your guest / customer Terima kasih kepada tetamu / pelanggan
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 ‘SMILE-SALAM’ Technique ‘SMILE’ is strategic non-verbal communication 18 ‘SALAM’ is strategic verbal communication S I M E L S_______, nod and follow with proper h________________ Senyum, angguk dan diikuti dengan berjabat tangan Make an appropriate e_______ contact Memberi pandangan mata yang sesuai Ideally keep a comfortable d_________ Kekalkan jarak yang sesuai L______ forward to show or give attention Mencondongkan badan tanda memberi perhatian Empathy through matching f_________ expression Menunjukkan empati melalui ekspresi wajah yang bersesuaian S L A M A Spread s______ with proper salutation Menghadiahkan salam serta menggunakan gelaran yang sesuai Ask s______ and s______ questions regarding personal or family Bertanya soalan yang ringkas dan mudah berkenaan diri & keluarga Let out sincere p__________ Luahkan pujian yang ikhlas Ask short and simple questions regarding w______ or related t_____ Bertanya soalan ringkas dan mudah berkenaan kerja / tugas berkaitan Make a move using proper p________ note Meminta diri dengan ucapan perpisahan yang sesuai
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 IIUM’s Basic / Common SPP 19 The Basic / Common SPP for IIUM are as follows: 1 Establish eye contact, smile and nod 2 Greet customer - “Assalamu’alaikum…Sir/Madam” 3 Offer assistance - “May I help you?” 4 Reconfirm customer’s request - “You wanted to…?” 5 Offer seat to customer with correct hand gesture (when and if necessary) - “Please have a seat…” 6 Handling documents with both hands : (a) When handing over the document - “This is your ...(document)... “ (b) When receiving the document - “Thank you, Sir/Madam..” 7 Showing direction to customer with open palm slanting to the direction - “This way Sir/Madam…” and escort (if and when necessary) - “Please follow me…” 8 Offer further assistance before closing - “Anything else, Sir/Madam…?” 9 Stand up when customer about to depart (when and if necessary) and thanking the customer - “Thank you Sir/Madam…” 10 Shake hand (if and when necessary) and say farewell - “Assalamu’alaikum…” 1 Pre 2 During 3 End
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : Pre-Service Situation – Task: Greeting While Seated / Standing 1. Establish eye contact, smile and nod 2. Stand up while still maintain eye contact, smile and stoop 3. Greet customer “Assalamu’alaikum / Wa’alaikumussalam…”, Or “Good morning…” 4. Offer assistance a) Visitor “May I help you Sir/Madam…?” b) Student “May I help you Brother/Sister…?” 20
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : Handling Documents Situation – Task: Handover / Receive Document Received Document from Customer 1. Establish eye contact, smile and nod 2. Receive document with both hands and thank customer “Thank you, Sir/Madam…” Handing over Document to Customer 1. Establish eye contact, smile and nod 2. Hand over document with both hands and document facing the customer “This is the …(Form, Card, etc.)… Sir/Madam…” 21
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : Showing Direction Situation – Task: Pointing Direction 1. Directing to the Right of the Visitor 2. Directing to the Left of the Visitor 22
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Standard People Practice
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 IIUM’s Corporate SPP The Corporate SPP for IIUM are as follows: 24 SPP NO SITUATION IIUM/SPP/C01(a) Answering Telephone Call (Internal) IIUM/SPP/C01(b) Answering Telephone Call (External) IIUM/SPP/C01(c) Answering Telephone for Person Who is Not at His Workplace IIUM/SPP/C01(d) Making Telephone Call (to External Customer) IIUM/SPP/C01(e) Transferring Telephone Call (External) IIUM/SPP/C02 Assisting Visitor Seeking Direction IIUM/SPP/C03 Assisting Lost Visitor IIUM/SPP/C04 Staff Language Barrier IIUM/SPP/C05 Handling Difficult Customer IIUM/SPP/C06 Unable To Provide Answer (Face-to-face) IIUM/SPP/C07 Unable To Provide Answer (Telephone) IIUM/SPP/C08 Bumping to Special Guest (Beyond Control) IIUM/SPP/C09 Bumping to Special Guest (Within Control) IIUM/SPP/C10 Handling Unexpected Guest / Visitor (Office Counter Sales Person)
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(a) SITUATION – Answering Telephone (Internal) 1. Answer the call within three (3) rings. Pause for half a second 2. Smile and greet caller “Assalamu’alaikum K/C/D …” 3. Introduce yourself to caller and offer assistance. ”…(name)… speaking” “May I help you?” 4. Reconfirm caller’s request “You wanted to......?” 5. Identify caller’s name (if necessary) “May I know who’s on the line please…?” 6. Reconfirm caller’s name and call their name at least three (3) times per transaction 7. Process caller’s request 8. Offer further assistance before closing “Anything else…(caller’s name) ?” 9. End conversation “Thank you .. (caller’s name). Have a nice day.” 25
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(b) SITUATION: Answering Telephone (External) 1. Answer the call within three (3) rings. Pause for half a second 2. Smile and greet caller “Assalamu’alaikum IIUM…” 3. Introduce yourself to caller and offer assistance. “…(name)… speaking” “May I help you?” 4. Reconfirm caller’s request “You wanted to … ?” 5. Identify caller’s name (if necessary) “May I know who’s on the line please?” 6. Reconfirm caller’s name and call their name at least three (3) times per transaction 7. Process caller’s request… 8. Offer further assistance before closing “Anything else…(caller’s name) ?” 9. End conversation “Thank you ... (caller’s name). Have a nice day.” 26
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(c) SITUATION: Answering Telephone for Person Who Is Not At His Workplace 1. Answer the call within three (3) rings. Pause for half a second 2. Smile and greet caller “Assalamu’alaikum K/C/D IIUM…” 3. Introduce yourself to caller and offer assistance. “…(name)… speaking” “May I help you?” 4. Reconfirm caller’s request “You wanted to......?” 5. Identify caller’s name (if necessary) “May I know who’s on the line please?” 6. Reconfirm caller’s name and call their name at least three (3) times per transaction 7. Inform staff status and offer assistance “I am sorry Mr/Ms…(caller)…, …(staff)… is not in at the moment..” “Do you want to leave a message?” 8. If yes, write the details of the message and acknowledge “Yes… uhm… Yes…” (at appropriate intervals) 9. Reconfirm the message (if any) “Mr/Ms …(caller)…, I will inform …(staff)… to return your call at …(caller’s number)… as soon as possible” “Mr/Ms …(name)…, let me repeat your message…” 10. Offer further assistance before closing “Anything else…(caller’s name) ?” 11. End conversation “Thank you .. (caller’s name) ). Have a nice day.” 27
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(d) Situation – Making Telephone Call (External Customer) 1. Pick up the phone and dial number 2. Smile and greet caller “Assalamu’alaikum / Good Morning…” 3. Introduce yourself to caller “I’m…(name)… from K/C/D/IIUM…” 4. Ask for required customer “May I speak to Mr/Ms…(receiver’s name)… ?” 5. Give reason for calling “Mr/Ms…(name)… I’m calling to… (state reason for calling)…” 6. End conversation “Thank you Mr/Ms for your help. Have a nice day.” 28
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(e) Situation – Transferring Telephone Call (External Customer) 1. Answer the call within three (3) rings. Pause for half a second 2. Smile and greet caller “Assalamu’alaikum IIUM…” 3. Introduce yourself to caller and offer assistance “…(name)… speaking” “May I help you?” 4. Reconfirm caller’s request “You wanted to......?” 5. Identify caller’s name “May I know who’s on the line please?” 6. Reconfirm caller’s name and call their name at least three (3) times per transaction 7. Transfer call “Mr/Ms…(caller)… His extension is …(number)” “Please hold the line, I’ll transfer your call.” 8. When transferring the call a) Wait until the staff pick up the call and inform “Mr/Ms…(caller)… is on the line…” “Thank you…” b) If nobody picks up the call, offer assistance “I’m sorry Mr/Ms…(caller)… there is no reply / the line is engaged…” “Do you want to leave a message?” 9. If yes, write the details of the message and acknowledge “Yes… uhm… Yes…” (at appropriate intervals) 10. Reconfirm the message “Mr/Ms …(name)…, let me repeat your message…” 29
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C01(e) Situation – Task: Transferring Telephone Call (External) cont’d 11. Offer further assistance before closing “Anything else…(caller’s name) ?” 12. End conversation “Thank you .. (caller’s name). Have a nice day.” 30
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C02 Situation – Task: Assisting Visitor Seeking Direction 1. Standing at attention with both hands at the front while being approached by the visitor 2. Establish eye contact, smile and nod 3. Greet customer and offer assistance “Assalamu’alaikum / Good Morning..” “May I help you…?” 4. Reconfirm customer direction “You wanted to go to ………?” 5. Options a) If the location nearby, show customer direction using proper hand gesture “This way, Sir/Madam...” b) If you do not have any other engagement, please show the visitor to the place. Starts ‘SMILE-SALAM’ when possible “Please follow me…” c) Upon reaching the place, show the direction using your right hand with an open palm gesture “This is ...(location K/C/D)..., Sir/Madam” 31
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C02 Situation – Task: Assisting Visitor Seeking Direction (cont’d) 5. Options d) Take the visitor to the nearest office and get him/her seated in the waiting room while you find somebody to assist him/her. The time for searching for someone to assist the visitor must not exceed 5 minutes i. Introduce the person who will assist the visitor “Sir/Madam, this is Mr/Ms...(staff)...” “She’ll/He’ll take you to the place…” ii. If no one is available to assist the visitor, you will have to usher him to the place yourself (Inform your office that you will be delayed due to providing assistance to the visitor) “I am sorry, Sir/Madam… Everybody is engaged at the moment…” “I’ll take you to the place …” e) In the worst scenario, if the place is very far or it is not possible for us or someone else to show him/her to the place, provide a sketch/map to the place “I am sorry, Sir/Madam… Everybody is engaged at the moment…” “I’ll sketch a map for you…” While sketching the map describe the way to the place “Here’s the map…” 6. Offer further assistance before closing (if and when necessary) “Anything else Sir/Madam?” 7. Thank customer. Shake hands (if and when appropriate) and say farewell to customer “Thank you…Have a nice day” / “Assalamu’alaikum…” 32
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C03 Situation – Task: Assisting Lost Visitor 1. Approach the visitor and greet “Assalamu’alaikum / Good Morning..” 2. Establish eye contact, smile and nod 3. Offer assistance “May I help you…?” 4. Reconfirm customer direction “You wanted to go to ………?” 5. Show the direction required as per Corporate SPP C02 - Action/Recital 5 to 7 33
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C04 Situation – Task: Staff Language Barrier 1. Establish eye contact, smile and nod 2. Greet customer “Assalamu’alaikum / Good Morning..” 3. Offer assistance “May I help you…?” 4. Let customer finish their sentence 5. Inform customer of language barrier “I’m sorry Sir/Madam, I cannot understand you…” “Let me get someone to help you…” 6. Offer seat to customer with correct hand gesture (when and if necessary) “Please have a seat…” 34
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C05 Situation – Task: Handling Difficult Customer 1. Establish eye contact, smile and nod 2. Greet customer “Assalamu’alaikum / Good Morning..” 3. Offer assistance “May I help you…?” 4. Stay calm and listen attentively when the customer speaks 5. Apologise immediately to customer “On behalf of IIUM, we apologise for your inconvenience...” 6. Identify and use customer’s name at least 3 times through out conversation “May I have your name, Sir/Madam?” “Mr/Ms...(name)... ya” 7. Options a) If you know the answer, explain or clarify politely “It’s like this Mr/Ms…(name)…, …( provide explanation)…” b) If problem cannot be resolved at that time give alternative until S/He is satisfied and leaves “I’m sorry Mr/Ms...(name)... , I cannot resolve it now as …(state reason)…” “I’ll give you a call by …(time)…” c) Apologise if you do not know the answer “I apologise, Mr/Ms ...(name)...” 8. Get assistance from the right person (show your concern) “I’ll get someone to help you…” 9. Offer seat to customer “Please have a seat Mr/Ms ...(name)...” 35
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C05 Situation – Task: Handling Difficult Customer (cont’d) 10. When the person in charge arrived “Sir/Madam, this is Mr/Ms…(staff) who is in charge of this matter…” “S/He will assist you further…” 11. Apologise again “On behalf of IIUM, we apologise for your inconvenience…“ 12. Thank customer and depart “Thank you, Mr/Ms ...(name)...” “Assalamu’alaikum…” 36
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C06 Situation – Task: Unable to Provide Answer (Face-to-Face) 1. Establish eye contact, smile and nod 2. Greet customer “Assalamu’alaikum / Good Morning..” 3. Offer assistance “May I help you…?” 4. Reconfirm customer’s request “You wanted to...? 5. Apologise to customer “I’m sorry Sir/Madam, I don’t have the information now…” 6. Offer assistance “Let me check with the relevant Officers…” 7. Identify and use customer’s name at least 3 times through out conversation “May I have your name, Sir/Madam?” “Mr/Ms...(name)... ya” 8. Offer seat to customer while waiting “Please have a seat Mr/Ms...(name)...” 9. Solution to customer: a) Advice customer on how to get the information b) Inform customer of officer available to assist them “Mr/Ms...(name)...” “You may get the information at the K/C/D…” “You may see (name of respective Officer)…” 10. Wish the customer “I hope this information will assist you …” 37
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C06 Situation – Task: Unable to Provide Answer (Face-to-Face) cont’d 11. Offer further assistance before closing (if and when necessary) “Anything else Sir/Madam ?” 12. Thank customer. Shake hands (if and when necessary) and say farewell to customer “Thank you…Have a nice day” “Assalamu’alaikum…” 38
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C07 Situation – Task: Unable to Provide Answer (Telephone) 1. Apologise to customer “I’m sorry Sir/Madam, I don’t have the information now…” 2. Offer assistance “Let me check with the relevant officers…” 3. Ask customer to wait “Please hold the line…” 4. Apologise if still can’t get the information required “I’m sorry Sir/Madam/(Name), I’m still unable to get the information..” 5. Offer customer to leave his/her phone number “You may leave your contact number, and (mention the staff’s name/department) will call you back.” 6. Offer further assistance before closing “Anything else Sir/Madam ?” 7. End conversation “Thank you, Sir/Madam. I will get back to you as soon as possible. Have a nice day.” 39
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C08 Situation – Task: Bumping to Special Guest (Within Control) 1. Stop and step aside 2. Stand at attention (both hands at the front) to give way to the special guest 3. As the special guest passes us, smile (no. 3), nod and bow slightly (give ‘salam’ if possible) “Assalamu’alaikum...” 40 SPP : IIUM/SPP/C09 Situation – Task: Bumping to Special Guest (Beyond Control) 1. Establish eye contact, smile and nod 2. Step aside 3. Bow slightly (give ‘salam’ if possible) 4. “Assalamu’alaikum...”
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 SPP : IIUM/SPP/C10 Situation – Task: Handling Unexpected Guest / Visitor (Office Counter Sales Person) 1. Establish eye contact, smile and nod 2. Greet customer “Assalamu’alaikum / Good Morning..” 3. Offer assistance “May I help you…?” 4. Reconfirm customer’s request “You wanted to......?” 5. Identify customer’s name “May I know your name (and/or company), Sir/Madam?” 6. Reconfirm customer’s name and call their name at least 3 times “Mr/Ms …(name/company)… ya…” 7. Respond to guest / visitor (selling product /demo / insurance) “Do you have an appointment, Mr/Ms ...(name)...?” 8. Options a) If “Yes”, offer customer a seat “Please have a seat, Mr/Ms ...(name)... I’ll inform Mr/Ms…(staff)… that you are here…” b) If “No”, apologise and advice customer “I am sorry. For your information, there is a unit that can assist you. If you want, I can refer you to that Unit…” 9. Proceed with the next process 41
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 Moving Forward
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 A D A B ‘Adab’ can be defined as: 43 A adalah segala-galanya sebagai pergantungan kita D Dalam tugas, perlu ada kebertanggungjawaban dan In work, there should be accountability and A Akauntabiliti anda akan dinilai di sini dan di nanti Your accountability will be assessed here and in the is everything as our dependence B agar Allah melimpah rezeki kepada diri dan organisasi Remember to for Allah’s rizq for you and your organization
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 A D A B of work in Islamic perspective 44 1 2 3 5 4 6 7
P r o g r a m N o t e s ‘ H . E . A . R . T o f S e r v i c e ’ - I I U M © 2 0 2 3 KHAIR & FAST 45 Kh A R I F A T S
#leadingthewaywithadab&budi #adabmatters