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Dimensions of service excellence
What is service excellence or excellent service? In a simple service excellence can be described in terms of easy to do business with, namely an organization or company is easy to interact or do business by the customer.

How does a customer or buyer or customer can feel happy and simple and benefit when doing business with you? There are four things that affect that is:

One. That the company Delivering the promise, meant to provide products or services and in accordance with the promised service to customers. For example, if your business is a resort so when customers book a room with certain facilities as stated in the brochure or website, then you get fit with the promised.

2. After all the person or the customer would prefer when treated specially by the officers. So companies must Providing a personal touch. One way of example, every guest visiting your resort, then the supervisor specifically come to greet and congratulate occasionally even deliver guests arrive at the booked room or villa. Or an occasional serving of the food at a restaurant / café while asking its response to the service resort.

3. Give the customer something that exceeds expectations, or going the extra mile. If you do not resort locations in the main street, as an example of actions the extra mile to pick up or prepare your guide guests from the royal road to the location. Or provide a surprise gift on every room booked.

4. Dealing well with problems / queries that means you must handle customer complaints properly and thoroughly completed. If guests complain because the water heater in the room was not functioning properly, then the officer immediately came to apologize and help retain water heater can be functioning again.

Linkages with the product knowledge
In simple terms we return again to the four dimensions of service excellence above:

One. Companies should Delivering the promise. However you can ensure that customers get what they need if not since the beginning of your digging needs and provide the best bid in accordance with the product or service being offered. For the example above, the officer must master bedroom or whatever villas available, his view, the facilities available, its advantages compared with other resorts, and everything to do with price, discount, promo package and method of payment. So must have a solid knowledge about resortnya and competitors in the vicinity.

2. To be able to provide the personal touch it needs the requested standard should have given the customer first, as promised. To be able to give a touch of personal service required an intimate knowledge of consumer tastes, habits or their habit and what is usually provided by their competitors. A study of the effectiveness of personal touch to customer satisfaction, etc.., Is a part that requires knowledge or knowledge that must be owned by a service official.

3. Give the customer something that exceeds expectations, or going the extra mile. It also requires great ideas that would not otherwise have gained insight and broaden knowledge about products, services and consumers of your company and competitors. Bencmarking necessary, survey and many communicate with customers in order to find ideas of what things can make the customer feel surprise and delighted with your service. Of course, to this necessary knowledge.

4. Especially for dealing well with problems / queries, so coverage is required for products and services sold, good features, benefits and disadvantages, including the process of delivery and many things including the products and services sold. Someone will not be able to provide good solutions for customers that do not have strong product knowledge, because people will not be able to provide alternative solutions if a limited mastery.

Service excellence is not limited to the friendliness and speed of service but it should be supported with a strong knowledge about the product or service being offered. Change the mental attitude of “just a front-line officers” who can pass the questions or complaints to marketing. Service integral part in marketing, without a good service will not marketingpun maximal effort.

I remembered the lessons given by the “guru” of management in which Bernhard Sumbayak VBLC in a training module 8 Steps Selling Skills, which provides simple tips to successful sales, which have to master three things: knowledge first, second and third knowledge-knowledge. This means that knowledge is very important, must always be on the grind and the up date of each day.

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