With the theme entitled “Excellent Service Through Effective Communication,” the Technical Implementation Unit for Human Resource Development (UPT PSDM) of ITB held a job training at the Center for Art, Design, and Language (CADL), ITB, on Wednesday (31 /08/2022). The speakers in the training were Dr. N. Nurlaela Arief, MBA. MIPR from the School of Business and Management (SBM) ITB and Ferry Fauzi Hermawan, M.Hum from the Faculty of Art and Design (FSRD) ITB.
Excellent service is crucial in the principle of customer service. Poor or lacking service will greatly affect the acceptance of the attitudes from others, which in turn will impact or weaken the company’s image. No matter how small the decline in services carried out by part of the organization, it will degrades the image of the institution in general and stays in the minds of consumers.
Dr. N. Nurlaela Arief, known as Mrs.Lala, presented in the first session discussing “Excellent Service Handling Complaints.” She explained the importance of verbal and non-verbal communication, especially verbal communication.
“The principles of direct communication, both verbal and non-verbal, need to be delivered in detailed service standards, including body language, facial expressions, use of make-up, clothes, ways of speaking, and so on,” said Lala. “This basic customer service is a form of excellent service, which is expected to generate trust for various parties.”
Mrs Lala added that people directly responsible for the service should know how many types of products and all information related to these products. Thus, institutions can be seen as reliable, calming, responsive, and empathetic parties.
Meanwhile, Ferry Fauzi, the second speaker, explained “Effective Written Communication: Avoiding Negative Viral and Creating a Positive Image.” Ferry emphasized the importance of using the proper greeting when addressing lecturers, students, and/or the general public who communicate with us.
Written by Student Reporter (Erwin Josua, EMBA 2021)