Perpustakaan Sultanah Zanariah

Transcription

SPP
PERPUSTAKAAN SULTANAH
ZANARIAH
Standard People Practice
(SPP)
16/05/11FL/PSZ…
SPP
CORPORATE SPP (CSPP)
CSPP 1(a)
Telephone Technique: Receiving Calls
CSPP 1(b)
Telephone Technique: Making Calls
CSPP 1(c)
Telephone Technique: Connecting Calls
CSPP 1(d)
Telephone Technique: Receiving Messages on Behalf
CSPP 2 (a)
Pre-Service: Counter Service
CSPP 2 (b)
Post-Service: Counter Service
CSPP 3
Meeting Customer
CSPP 4
Giving Directions
CSPP 5
Assisting Customer at the Reading Area
CSPP 6
Handling Noisy Customer
CSPP 7(a)
Handling Customer Problem: Known Problem
CSPP 7(b)
Handling Customer Problem: Unknown Problem
CSPP 8
Difficult/Ill-Tempered/Disappointed Customer
CSPP 9
Unsolved Problems
CSPP 10
Unavailable Material
CSPP 11
Patron/User Parks in Staff Parking Lot
CSPP 12
Confronting Patron/User: Leaving Personal Belonging at Foyer
CSPP 13
Confronting Patron/User: Using Handphones in Library
CSPP 14
Confronting Patron/User: Without/not Wearing Staff/Student
Matric Card
CSPP 15
16/05/11FL/PSZ…
Receiving Non-Appointment Guest
SPP
FUNCTIONAL SPP (FSPP)
Functions/Departments
FSPP
Title
1) Perkhidmatan
Maklumat dan
Pengurusan
Koleksi
JPM/JPK- FSPP 1
: Menangani karenah pelanggan
di kaunter
JPM/JPK- FSPP 2
JPM/JPK- FSPP 3
: SPLD tidak berfungsi
: Pelanggan tidak mahir
menggunakan SPLD
: Pelanggan melanggar
peraturan perpustakaan
: Laporan aduan
kehilangan/kecurian di kaunter
Sirkulasi
JPM/JPK- FSPP 4
JPM/JPK- FSPP 5
2) Pembangunan
Automasi
JBA-FSPP 1
: Pertanyaan Maklumbalas
Aduan Kepada Pembekal
Melalui Telefon
: : Mendapatkan Maklumat
Produk Dari Pembekal Melalui
Telefon
3) Pembangunan
Sumber
JBS-FSPP1
JBS-FSPP(a)
JBP-FSPP(b)
16/05/11FL/PSZ…
: : Pelanggan Ingin Mengetahui
Status Pesanan: Bahan Lambat
Bekal Melalui Telefon
: : Cadangan Pembelian Bahan:
Tiada Kerjasama Fakulti
(Mengetahui Prosedur) Melalui
Telefon
: : Cadangan Pembelian Bahan:
Tiada Kerjasama Fakulti
(Tidak Mengetahui Prosedur)
Melalui Telefon
SPP
JPS-FSPP3(a)
JPS-FSPP3(b)
JPS-FSPP4
: : Menangani Karenah Pelanggan
Situasi 1: Pelanggan Datang
Tanpa Maklumat Bahan (Bilik
Koleksi Khas 2)
: Menangani Karenah Pelanggan
Situasi 2: Pelanggan Datang
Dengan Maklumat Bahan
(Bilik Koleksi Khas 2)
: Prestasi Pembekal Tidak
Memuaskan
4) Sokongan
Penyelidikan
JSP-FSPP1
: Pengguna Memerlukan
Bimbingan Penggunaan
Pangkalan Data CD-ROM/
Online
5) Pejabat Ketua
Pustakawan
PKP-FSPP1
: Menerima Aduan Pelanggan
Mengenai
Gangguan/Kerosakan
: Pertanyaan Pelanggan
Berhubung Bayaran Melalui
Telefon
: Pencalonan Mengikuti Latihan
Melalui Telefon
PKP-FSPP2
PKP-FSPP3
16/05/11FL/PSZ…
SPP
CSPP 1(a)
Situation / Task
Telephone Technique
Receiving Calls
Action
1.
2.
3.
4.
5.
6.
Sit upright.
Smile.
Pick up the telephone.
Wait ½ second before answering
Introduce yourself.
Request the name of the caller*.
Recital
1.
2.
3.
4.
5.
6.
–
–
–
–
“UTM Library… (name) speaking”
“May I know who‟s on the line?”
Notes:
a. *When applicable
Notes:
- The telephone must be answered within 3 ringing tones
- Each telephone must be accompany with PSZ extension list and UTM phone directory or link to
UTM online directory
- Each phone call should be end with „Thank You‟, if the caller doesn‟t mention that.
- Put the phone down only after the caller hang up.
16/05/11FL/PSZ…
SPP
Action – Sit upright, smile and pick up the telephone
16/05/11FL/PSZ…
SPP
CSPP 1(b)
Situation / Task
Telephone Technique
Making Calls
Action
Recital
CASE 1
A. Making External Calls
i. Convey salam/greetings.
ii. Introduce yourself.
iii.Request to speak to the person.
iv. Continue conversation.
v. End conversation.
A.
i.
“Assalamualaikum / Good………..”
ii.
“I am (name) …………… from UTM
Library JB”.
iii. “May I speak to …………………...”
iv. –
v. “Thank you”
CASE 2
B. Making Internal Calls (Within UTM)
“Assalamualaikum / Good……….”
i. Convey salam/greetings.
ii. Introduce yourself.
i.
ii.
iii.Request to speak to the person.
iv. Continue conversation.
v. End conversation.
Library JB”.
iii. “May I speak to …………………...”
vi. –
vii. “Thank you”
“I am (name) …………… from UTM
Notes:
-
Each telephone must be accompany with PSZ extension list and UTM phone directory or link to
UTM online directory.
16/05/11FL/PSZ…
SPP
CSPP 1(c)
Situation / Task
Telephone Technique
Connecting Calls
Action
Recital
CASE 1
A. Known extension number
A. -
i.
Provide the extension number.
i.
“Please hold on Sir/Mdm, the extension
number is .....…….”
ii.
Connect the call.
ii.
“I will try to connect you through, if fail,
please redial the extension number”.
CASE 2
B. Unknown extension number
i.
Apologize.
B. i.
“I‟m sorry Sir/Mdm. I‟m not sure the exact
number. Could you please contact the UTM
operator at this number…..”
Notes:
- The telephone must be answered within 3 ringing tones.
- Each telephone must be accompanied with PSZ extension list and UTM phone directory or link to
UTM online directory.
- Each phone call should be end with „Thank You‟, if the caller doesn‟t mention that
- Put the phone down only after the caller hang up.
16/05/11FL/PSZ…
SPP
CSPP 1(d)
Situation / Task
Telephone Technique
The Person is Unavailable
Action
Recital
CASE 1
A. Known whereabout
Aware of the person situation
i. Inform the caller and ask to leave a
message / take the message.
ii.
iii.
End conversation.
Thank the caller
A. i. “I‟m sorry, Mr/Mdm (name) is (on leave/in
a meeting).
- Would you like to leave a message?
- (Repeat phone number or message)
ii. “Anything else, Sir/Mdm?*”
iii. “Thank you”
CASE 2
B. Unknown whereabout
B. -
ii. End conversation.
i. “I‟m sorry Sir/Mdm (name) is not in.
- Would you like to leave a message?
- (Repeat phone number or message)
ii. “Anything else, Sir/Mdm?*”
iii. Thank the caller.
iii. “Thank you”
i. Inform the caller and write down the
message.
Note:
a. *When applicable
16/05/11FL/PSZ…
SPP
CSPP 2(a)
Situation / Task
Pre Service
Counter Service
Action
Recital
1. Sit upright.
1. –
2. Eye contact and smile.
2. –
3. Offer assistance.
3. “How may I help you?”
16/05/11FL/PSZ…
SPP
Action: Sit upright, Eye-contact and Smile
16/05/11FL/PSZ…
SPP
Action: Sit upright, Eye-contact and Smile
16/05/11FL/PSZ…
SPP
CSPP 2(b)
Situation / Task
Post Service
Counter Service
Action
1.
Recital
1. “Thank you Sir/Mdm/Ms.”.*
Smile and greet.
Note :
a) * Address the customer‟s name when
necessary
16/05/11FL/PSZ…
SPP
CSPP 3
Situation / Task
Meeting a Customer
Action
1.
Smile, eye contact and nod.
16/05/11FL/PSZ…
Recital
1.
-
SPP
Action: Smile, eye contact, and nod
16/05/11FL/PSZ…
SPP
CSPP 4
Situation / Task
Point Direction
Action
•
•
•
•
Point to the left.
Point to the right.
Point to the front.
Point to the back.
Note :
Refer to the pictures.
16/05/11FL/PSZ…
Recital
SPP
Action: Point to the left
16/05/11FL/PSZ…
SPP
Action: Point to the right
16/05/11FL/PSZ…
SPP
Action: Point to the front (1)
16/05/11FL/PSZ…
SPP
16/05/11FL/PSZ…
SPP
Action: Point to the front (2) – Side view
16/05/11FL/PSZ…
SPP
Whilst standing beside the customer
16/05/11FL/PSZ…
SPP
Action: Point to the back
16/05/11FL/PSZ…
SPP
CSPP 5
Situation / Task
Assisting Customer at the Reading Area
Action
Recital
1. Approach the customer.
1. –
2. „Eye-contact‟, smile, and introduce self.
2. “I am a library staff”
3. Offer assistance.
3. “How may I help you Sir/Mdm/Ms.?” *
4. Listen attentively.
4. -
5. Provide assistance.
5. –
6. Conclude.
6. “For further help, please proceed to the
Research Support Consultant.
Thank you.”
Note :
a) * Address the customer‟s name when
necessary
16/05/11FL/PSZ…
SPP
Action: Approach, smile and offer assistance
to the customer
16/05/11FL/PSZ…
SPP
CSPP 6
Situation / Task
Handling Noisy Customer
Action
Recital
1. Approach the customer.
1. –
2. Eye-contact.
2. -
3. Convey Salam/Greet.
-nod and introduce yourself.
3. “Assalamualaikum/Good… I am a library
staff”
4. Advise seriously.
4. –
a. 2 persons
b. More than 2 persons
a. “Excuse me, please lower your voice,
you are distracting others”
b. “Excuse me, your discussion is
distracting others, please use the
Discussion Room at level 2 instead”
5. Conclude
5. “Thank you for your cooperation”
16/05/11FL/PSZ…
SPP
CSPP 7 (a)
Situation / Task
Handling Customer‟s Complaint
Identified Problem (Under Observation)
Action
Recital
1. Eye contact, smile and offer assistance.
1. –
2. “Assalamualaikum/Good…..
How may I help you?”
3. Listen attentively to the customer‟s
problem.
3. …
4. Provide feedback.
4. “Sorry Sir/Mdm/Ms
CASE 1: Counter Service
We are still trying to resolve the
matter”
CASE 2: Any areas in the libraries
- Stand upright, place hand upfront
5. Conclude.
16/05/11FL/PSZ…
5. “Thank you”
SPP
CSPP 7 (b)
Situation / Task
Handling Customer‟s Complaint
Unidentified Problem
Action
Recital
1. Eye contact, smile and offer assistance.
1. –
2. “Assalamualaikum/Good…Sir/Mdm/Ms.
How may I help you?
3. Listen attentively to the customer‟s
problem(s)
3. –
4. Provide feedback(s).
4. –
CASE 1: Verbal feedback
“I will forward this complaint(s) to the
person-in-charge for further action(s)”
CASE 2: Official complaint
“Please fill out the Service Feedback Form at
Research Service Consultant for further
action”
5. Conclude.
16/05/11FL/PSZ…
5. “Thank you”
SPP
CSPP 8
Situation / Task
Difficult/Ill-tempered/Disappointed Customer
Action
Recital
1. Control emotion.
1. –
2. Stand/sit upright, tilt head forward, eyecontact.
2. –
3. Convey Slam/greet and offer customer a seat
3. “Assalamualaikum/good …..
Sir/Mdm/Ms. Please have a seat”
4. Listen attentively with empathy.
4. –
5. Apologise.
5. “On behalf of the Library, I apologize
for the matter”
6. Provide explanation.
6. –
Case 1- The customer is satisfied with the
explanation provided
“I appreciate your complaint/suggestion.
On behalf of the Library, I apologize
for the inconvenience caused”
Case 2- The customer is unsatisfied with the
explanation provided
“Please fill out the Service Feedback
Form at Research Service Consultant
for further action”
7. Inform customer the necessary actions which
will be taken.
8.
Conclude.
16/05/11FL/PSZ…
7. “On behalf of the Library, I will look
into this matter”
8. “Thank you for your feedback. Again
on behalf of the Library, I apologize
for the inconvenience caused”
SPP
Action: Convey Salam/greet and offer the customer a seat
whilst sitting
16/05/11FL/PSZ…
SPP
Action: Convey Salam/greet and offer the customer a seat
whilst standing
16/05/11FL/PSZ…
SPP
Action: Stand upright, tilt head forward, and listen attentively
with empathy
16/05/11FL/PSZ…
SPP
Action: Sit upright, tilt head forward, listen attentively
with empathy
16/05/11FL/PSZ…
SPP
CSPP 9
Situation / Task
Unresolved Problem
Action
Recital
1. Eye contact and smile.
1. –
2. Offer the customer a seat and offer
assistance.
2. “Please have a seat. How may I help you?”
3. Lean forward, fold hands on the table
3. –
4. Listen attentively and write down the
problem.
4. –
5. Provide feedback.
5. “Sorry Sir/Mdm/Ms. The problem is still
being resolved”
6. Request telephone number or email
address for further feedback.
6. “May I have your telephone number or email
address for further feedback?” (Repeat the
telephone number or email address
provided)
7. Conclude.
7. “Thank you”
16/05/11FL/PSZ…
SPP
Action: Sit upright, smile, lean forward, fold hands
on the table
16/05/11FL/PSZ…
SPP
CSPP 10
Situation / Task
Unavailable Item
Action
Recital
1.
Approach customer.
1. –
2.
Convey Salam/greet.
2. Assalamualaikum/good …..”
3.
Eye- contact, smile.
3. –
4.
Offer assistance.
4. “How may I help you?”
5.
Listen attentively.
5. –
6.
Enquire further details.*
6. –
7.
Analyze the information and provide
feedback.
8.
Provide direction.*
Case 1- Assist the customer to the exact
shelf whilst sharing a light
conversation.
e.g.: enquire his/her name etc.
Case 2- Provide direction
9.
Conclude
16/05/11FL/PSZ…
7. –
8. –
“Let me show you to the exact location of the
item”
“Please proceed to level… and follow the signage
provided”
9. “Thank you”
SPP
Action: Approach the customer, eye contact, smile and
analyze the information provided
16/05/11FL/PSZ…
SPP
Action: Walk alongside your customer and
share a light conversation
16/05/11FL/PSZ…
SPP
Action: Provide direction
16/05/11FL/PSZ…
SPP
CSPP 11
Situation / Task
PELANGGAN MELETAKKAN KENDERAAN DI TEMPAT
PARKING STAF
Action
Recital
CASE1 – Customer is inside his/her vehicle
1. –
a. Approach the vehicle
a.
–
b. If the driver‟s window is closed, knock
lightly three times (nod, eye-contact)
b.
–
c. Notify the customer of his/her offence
c.
“Assalamualaikum/good…, I‟m
sorry Sir/Madam, you are in the staff
parking lot”
d. Direct to the public parking lot
d.
“Please remove your vehicle and
park at the public parking lots.
Thank you”
CASE 2 - Customer is not inside his/her
vehicle
2. –
a. The parking lots are full, block the
customer‟s vehicle
a.
–
b. Leave a reminder
windscreen
b.
“I‟m sorry, you are in the staff
parking lot. Please contact
Mr/Madam… at 07-…if you wish to
remove your vehicle. Thank you”
16/05/11FL/PSZ…
note
on
the
SPP
Action: Knock the driver seat mirror lightly three times
(Nod and establish eye contact)
16/05/11FL/PSZ…
SPP
Action: Ketuk dengan sopan cermin kenderaan di
bahagian pemandu menggunakan jari tangan
16/05/11FL/PSZ…
SPP
Action: Leave a reminder note on the wiper
Action: Example of a reminder note
16/05/11FL/PSZ…
SPP
CSPP 12
Situation / Task
Advising The Customer Who Left
Their Belongings Behind
Action
Recital
1. Customer leaves their belongings at the
foyer.
1. -
2. Staff approach, greet and introduce self
to the customer.
2.
3. Establish eye contact, while advice
earnestly and point towards the locker.
3. “Please put your belongings over
there”
4. End.
4. “Thank you”
“Assalamualaikum/Good…
Sir/Mdm/Ms*. I am PSZ staff”
Note:
a) Mention customer‟s name when
applicable
16/05/11FL/PSZ…
SPP
Action: Establish eye-contact, while advice earnestly
and point towards the locker
16/05/11FL/PSZ…
SPP
CSPP 13
Situation / Task
Advising Customer for Using Handphone
Action
Recital
1. Staff approaches the customer,
stand on both feet, hands in front,
bow head slightly, and establish eye
contact.
1. –
2. Greet, introduce self and advice
earnestly.
2. “Assalamualaikum/Good….
Sir/Mdm/Ms. I am PSZ staff. Sorry, but
do not use your phone here. Please
switch it off”
3. End.
3. “Thank you”
16/05/11FL/PSZ…
SPP
Action: Staff approaches the customer, stand on both feet,
hands in front, bow head slightly and
establish eye contact
16/05/11FL/PSZ…
SPP
CSPP 14
Situation / Task
Advising Customer for Not Wearing Student/Staff ID
Action
Recital
1. Stand on both feet, point to the mistake,
bow head slightly, and establish eye
contact.
1.
–
CASE 1 - Not displaying/wearing student/staff
ID
a.
Advice the customer to wear/display
their student/staff ID
a. “Excuse me Sir/Mdm/Ms, please
wear/display your matric card”
b.
End
b. “Thank you”
CASE 2 – Not bringing the student/staff ID
a. *Advice the customer who admitted to not
bringing their student/staff ID
a. * “According to the library rule, you
must wear/display your matric card
upon entering. Please observe the rules”
b. End
b. “Thank you”
Note:
a. * When applicable
16/05/11FL/PSZ…
SPP
Action: Stand on both feet, point to the mistake, bow head slightly,
and establish eye contact
16/05/11FL/PSZ…
SPP
Action: Stand on both feet, observe the customer
wearing/displaying their ID
16/05/11FL/PSZ…
SPP
CSPP 15
Situation / Task
Receiving Guest(s) Without Appointment
Action
Recital
1. Sit up straight, establish eye contact and
smile.
1. –
2. Greet and shake hands*.
2. “Assalamualaikum/Good…”
3. Invite to sit, introduce self, and ask reason
for visit*.
3. “Please have a seat. I‟m…
How can I assist you?”
4. Guest(s) state the reason.
4. –
5. Enquire for prior appointment.
5. –
CASE 1 – Accept the visit
a.
“……………………………………………
……………………………………………
It is much better if you could set an
appointment”
Start discussion
CASE 2 – Decline the visit
6. End
“I‟m sorry Sir/Mdm/Ms. My day is quite
full. Could we set a new date?”
“…………………………………………”
6. “Thank you”
Note:
a. *When applicable
16/05/11FL/PSZ…
SPP
Action: Sit upright, establish eye contact and smile
16/05/11FL/PSZ…
SPP
Action : Invite guest(s) to seat while staff are in sitting
and standing position
16/05/11FL/PSZ…
SPP
Action: Shake hands
16/05/11FL/PSZ…
SPP
Action: Shake the guest(s) hand while staff are in
standing and sitting position
16/05/11FL/PSZ…
SPP
JPM/JPK – FSPP 1
Situation / Task
Menangani Karenah Pelanggan di Kaunter
Tindakan
Dialog
1. Duduk sedia, „eye-contact‟, dan senyum 3.
1. –
2. Ucap salam/selamat dan bertanya tujuan.
2. “Assalamualaikum/Selamat… .
Boleh saya bantu?”
3. Pelanggan menerangkan masalah.
3. –
4. Dengar dengan penuh perhatian.
4. –
5. Minta kad matrik pelajar/staf dengan
tangan kanan.
5. Boleh beri kad matrik (Nama
pelanggan) untuk saya buat
semakan?”
6. Beri penerangan berkaitan/selesaikan
masalah.
6. –
7. Serah kad matrik pelajar/staf dengan
tangan kanan.
7. –
8. Penutup.
8. “Terima kasih”
16/05/11FL/PSZ…
SPP
Tindakan: Minta kad dan serah dengan tangan kanan
16/05/11FL/PSZ…
SPP
JPM/JPK – FSPP 2
Situation / Task
SPLD Tidak Berfungsi
Tindakan
Dialog
1. Staf mendekati pengguna.
1. –
2. Berdiri, tangan di hadapan, „eyecontact‟, dan senyum.
2. –
3. Ucap/selamat.
3. “Assalamualaikum/Selamat……”
4. Beri arahan sambil menunjuk arah ke
kaunter.
4. “Harap maaf. Sila ke kaunter untuk
membuat pinjaman.”
5. Penutup.
16/05/11FL/PSZ…
SPP
Tindakan: Berdiri, tangan di hadapan, beri arahan sambil
menunjukkan arah ke kaunter
16/05/11FL/PSZ…
SPP
JPM/JPK – FSPP 3
Situation / Task
Pelanggan Tidak Mahir Menggunakan SPLD
Tindakan
Dialog
1. Menghampiri pelanggan.
1. –
2. Berdiri, tangan di hadapan, „eye-contact‟,
senyum 3 dan menundukkan kepala sedikit
2. –
3. Ucap salam/selamat dan bertanya tujuan.
3. “Assalamualaikum/Selamat….. Boleh
saya bantu?”
4. –
5. Tunjukkan cara penggunaan
- Terang dan tunjuk
5. “Begini caranya. Mula-mula:
-Tanggalkan klip kad matrik
- Letakkan kad di slot kad matrik
- Masukkan Pin No.
- Letak dan buka buku di platform
- Pastikan „barcode scanner‟ menghala
ke kod bar buku.
- Ambil resit selepas transaksi selesai”
6. Pelanggan membuat proses peminjaman,
staf memerhati sehingga proses selesai.
6. –
7. Penutup.
Nota:
a. Pemakaian kad staf adalah diwajibkan
16/05/11FL/PSZ…
SPP
Tindakan: Menghampiri pelanggan, berdiri, tangan di hadapan,
„eye-contact‟, senyum 3, dan menundukkan kepala sedikit
16/05/11FL/PSZ…
SPP
JPM/JPK – FSPP 4
Situation / Task
Library Rules and Regulations Offenders/Violaters
Action
Recital
1. Observe and identify the
offence/violation.
1. –
2. Approach the offenfer/violater.
2. –
3. Eye-contact and nod.
3. –
4. Introduce yourself and request for
his/her matric card politely.
4. “I am PSZ staff. May I have your
matric card?”
5. Advise sternly.
5. For your information, you have
violated the Library‟s rule (mention
the rule violated). Please come with
me to speak to the officer in
charge.”berjumpa dengan pegawai
bertugas”
Note:
a. Matric card must be displayed all the
time.
16/05/11FL/PSZ…
SPP
Action: Eye-contact, nod and request for the offender/violator
matric card politely
16/05/11FL/PSZ…
SPP
JPM/JPK – FSPP 5
Situation / Task
Report on Missing/Stolen Item at the Circulation Counter
Action
Recital
1. Sit upright, eye-contact and smile.
1. –
2. Greet/convey salam and offer assistance.
2. “Assalamualaikum/Good ……. Sir
/Mdm/Miss (Customer‟s Name). Please
have a seat and how can I help you?”
3. –
CASE 1: Stolen Item
- If necessary, accompany the customer
to the scene
CASE 2: Missing Item
4. Request for the customer‟s matric card
politely.
4. “May I have your matric card?”
5. –
5. Write down the details (repeat out loud the
details taken).
6. –
6. Return the customer‟s matric card politely.
7. Request for telephone number or email
address for further feedback.
7. “May I have your telephone number
and email address for further
feedback” (Repeat out loud the
telephone number and email address
provided)
8. Conclude.
8. “Thank you”
16/05/11FL/PSZ…
SPP
JBA – FSPP 1
Situation / Task
Enquiring Feedback of a Complaint to the Vendor
via Telephone
Action
Recital
1. Contact the vendor.
1. –
2. Apply CSPP 1(b) – Telephone
Technique: Making external call.
2. –
3. Enquire the latest feedback of
complaint.
3. “(Name) ……., can you please provide the
latest feedback on ………………………*”
4. Vendor provides feedback.
4. –
5. Write down the feedback.
5. –
CASE 1 – If still
pending/unsettled/unresolved
- Request for reschedule
“When can I call you again for further
feedback?”
CASE 2 – If settled/resolved
6. Conclude
Nota:
a) * Enquire for log/serial number if necessary
16/05/11FL/PSZ…
SPP
JBA – FSPP 2
Situation / Task
Mendapatkan Maklumat Produk Daripada Pembekal
Melalui Telefon
Tindakan
Dialog
1. Menghubungi pembekal.
1. –
2. Guna CSPP 1(b) – Teknik Telefon:
Membuat panggilan luar PSZ.
2. –
3. Nyatakan tujuan.
3. “(Nama pembekal) ……, boleh saya
dapatkan maklumat berkaitan ………..”
4. Minta kerjasama pembekal menghantar
maklumat yang diperlukan.
4. –
5. * Minta demonstrasi produk.
5. –
6. Penutup.
Nota:
a. * Jika perlu
16/05/11FL/PSZ…
SPP
JBS – FSPP 1
Situation / Task
Pelanggan Ingin Mengetahui Status Pesanan: Bahan Lambat Bekal
Melalui Telefon
Tindakan
Dialog
1. Guna CSPP 1 (a) – Teknik Telefon:
Apabila telefon berdering.
1.
–
2. Pelanggan menyatakan tujuan.
2. –
3. Dapatkan butiran lengkap pesanan.
3. “Boleh saya dapatkan maklumat
pesanan?”
4. Beri jawapan.
4. –
KES 1 – Maklumbalas segera (sambil
membuat semakan)
“(Nama pelanggan) ……., boleh tunggu
sebentar. Saya akan buat semakan.”
KES 2 – Maklumbalas tidak segera
“(Nama pelanggan) ……., saya semak
dahulu dan akan telefon semula secepat
mungkin. Boleh berikan saya no.
tel/emel?” (Ulang no.tel dan emel
pelanggan)
5. Minta maaf kepada pelanggan.
5. “Minta maaf (Nama pelanggan) …….,
bahan masih belum dibekalkan. Saya
akan buat susulan dengan pihak
pembekal dan akan maklumkan secepat
mungkin perkembangannya.”
6. Penutup.
6. “Terima kasih.”
16/05/11FL/PSZ…
SPP
JBS – FSPP 2(a)
Situation / Task
Cadangan Pembelian Bahan: Tiada Kerjasama Fakulti
(Mengetahui Prosedur) Melalui Telefon
Tindakan
Dialog
Membuat Penggilan ke Luar PSZ
(menghubungi jabatan dalam PSZ)
1. –
2. Nyatakan tujuan.
2. “Maaf sekiranya mengganggu. Untuk
makluman (nama) ……., pihak PSZ telah
menghantar katalog penerbit pada ……
tetapi sehingga kini kami belum menerima
sebarang maklumbalas.”
3. Minta maklumbalas.
3. “Bolehkah saya tahu apakah perkembangan
setakat ini?”
4. Mendengar penjelasan dan mencatat
sekiranya perlu sambil memberi respon.
4. “………………………………………………”
“Diharap pihak fakulti dapat
menyegerakan cadangan di masa akan
datang”
5.
Penutup.
16/05/11FL/PSZ…
SPP
JBS – FSPP 2(b)
Situation / Task
Cadangan Pembelian Bahan: Tiada Kerjasama Fakulti
(Tidak Mengetahui Prosedur) Melalui Telefon
Tindakan
Dialog
Membuat Penggilan ke Luar PSZ
(menghubungi jabatan dalam PSZ)
1. –
2. Nyatakan tujuan.
2. “Minta maaf sekiranya mengganggu. Untuk
makluman (nama) …, pihak PSZ telah
menghantar catalog penerbit pada ………,
tetapi sehingga kini kami belum menerima
sebarang maklumbalas.”
3. Minta maklumbalas.
3. “Boleh saya tahu perkembangan setakat
ini?”
4. Menerima jawapan negatif.
4. –
5. Staf memberi penerangan berkaitan
prosedur cadangan.
5. “………………………………………………
Sekiranya ada masalah, (nama) ………
boleh menghubungi saya di talian/emel.”
6. Penutup.
16/05/11FL/PSZ…
SPP
JBS – FSPP 3(a)
Situation / Task
Menangani Karenah Pelanggan
Situasi 1: Pelanggan Datang Tanpa Maklumat Bahan
Tindakan
Dialog
1. Senyum 3, „eye-contact‟ dan
menundukkan sedikit kepala.
2. Ucap salam/selamat.
1. –
3. Pelanggan meminta bahan tanpa
maklumat lengkap.
3. –
4. Maklumkan pelanggan maklumat
tidak lengkap.
4. “Maaf En/Pn/Cik (Nama pelanggan)…..
Maklumat ini tidak lengkap”
5. Arah pelanggan membuat semakan di
LESTARI.
5. “Sila semak di LESTARI”
2. “Assalamualaikum/Selamat ……….
En/Pn/Cik (Nama pelanggan) ……..
Boleh saya bantu?”
KES 1 – Tahu menggunakan LESTARI
KES 2 – Tidak tahu menggunakan
LESTARI
a. Tiada pelanggan lain
- Tunjukkan cara penggunaan LESTARI
b. Pelanggan ramai
a. “Mari saya tunjukkan …………”
b. “Harap maaf. Buat masa ini
pelanggan ramai. Sila ke meja
Perunding Sokongan Penyelidikan di
aras 3”
16/05/11FL/PSZ…
SPP
JBS – FSPP 3(b)
Situation / Task
Menangani Karenah Pelanggan
Situasi 1: Pelanggan Datang Dengan Maklumat Bahan
Tindakan
Dialog
1. Senyum 3, „eye-contact‟ dan
menundukkan sedikit kepala.
1. –
2. Ucap salam/selamat.
2. “Assalamualaikum/Selamat ……En/Pn/Cik
(Nama pelanggan) ……..Boleh saya bantu?”
3. –
3. Pengguna memaklumkan butiran
bahan.
4. Arah pelanggan mengisi slip maklumat
bahan.
4. “Sila isi slip ini (Nama pelanggan) ……..”
5. Pengguna menyerahkan slip maklumat
bahan.
6. Staf membuat pencarian bahan.
5. –
KES 1 – Jika bahan dijumpai
a. Minta kad matrik
b. Ambil kad matrik dengan tangan
kanan
c. Membuat proses pinjaman
d. Serah bahan dengan tangan kanan
KES 2 – Jika bahan tidak dapat dikesan
a. Staf berdiri, menundukkan sedikit
kepala dan memaklumkan kepada
pelanggan
7. Penutup.
16/05/11FL/PSZ…
6. –“Sila tunggu sebentar”
a. “Boleh beri kad matrik anda?”
b. –
c. –
d. “Silakan”
a. “Minta maaf (Nama pelanggan) ……,
bahan yang diminta tidak dapat dikesan.
Boleh berikan saya no. tel/emel untuk
dihubungi? (Ulang no. tel/emel
pelanggan)
SPP
JBS – FSPP 4
Situation / Task
Prestasi Pembekal Tidak Memuaskan
Tindakan
Dialog
1. Duduk sedia, „eye-contact‟ dan senyum
3.
1. –
2. Ucap salam/selamat, salam * dan
persilakan duduk.
2. “Assalamualaikum/Selamat…………
Sila duduk”
3. Mengadakan perbincangan.
3. “……………………………………….
Diharapkan perbincangan seperti ini
akan berterusan untuk kebaikan
bersama”
4. Penutup.
Nota:
a. * Jika perlu
16/05/11FL/PSZ…
SPP
JSP – FSPP 1
Situation / Task
Pelanggan Memerlukan Bimbingan Penggunaan Pangkalan Data
CD ROM/Online
Tindakan
Dialog
KES 1 – Pegawai ada
1. Pelanggan menghampiri staf.
1. –
2. Duduk sedia, „eye contact‟ dan senyum 3
2. –
3. Ucap salam/selamat dan bertanya
tujuan.
3. “Assalamualaikum/Selamat ……… Boleh
saya bantu?”
4. –
5. Mendengar dengan penuh perhatian.
5. –
6. Beri penjelasan dan tunjukkan cara
penggunaan.
6. –
7. Kata-kata perangsang.
7. “Sila cuba. Hubungi saya jika ada masalah”
8. Penutup.
KES 2 – Pegawai tiada
1. Maklumkan pelanggan ketiadaan
pegawai.
1. “Maaf En/Pn/Cik (Nama pelanggan). Buat
masa ini (Nama pegawai*) ……. tiada”
2. Minta no. tel/emel untuk dihubungi.
2. “Boleh berikan no. tel atau emel yang boleh
dihubungi?” (Ulangi no. tel/emel pelanggan)
3. Penutup.
16/05/11FL/PSZ…
SPP
PKP – FSPP 1
Situation / Task
Receiving Complaints About Interference/Breakdown
Action
1. Methods of receiving complaints:
Recital
1. –
CASE 1 – Through Telephone
- Refer to CSPP 1(a) – Telephone Technique:
Receiving Calls
CASE 2 – Face-to-face
- Sit upright, establish eye-contact, and smile
-
Convey salam/greet, invite to seat and ask
the purpose
“Assalamualaikum/Good …….. Please have
a seat. How may I help you?
2. Customer addressing the problem.
2. –
3. –
4. Explains complain procedure.
4. “Sir/Mdm/Miss…….. please fill in the
Complaint Form and return it to the
Administration Unit”
5. Conclude.
5. “Thank you”
16/05/11FL/PSZ…
SPP
PKP – FSPP 2
Situation / Task
Customer Inquiry About Payment/Imbursement
Through Telephone
Action
Recital
1. Refer CSPP 1 (a) – Telephone Technique:
Receiving Calls
1. –
2. Customer addressing the problems.
2. –
3. Listen attentively and take notes *.
3. –
4. Explains payment/imbursement procedure.
4. –
CASE 1 – Payment/Imbursement process
complete
“For your information, the payment process
is complete. You can refer this serial no. of
…………… at the Treasurer Office”
CASE 2 – Incomplete process
“I am sorry, the payment is still in process. I
will inform you afterwards”
5. Conclude.
5. “Thank you”
Note:
a. * When necessary
16/05/11FL/PSZ…
SPP
PKP – FSPP 3
Situation / Task
Nomination to Attend Courses/Workshops etc
Action
Recital
1. Refer to CSPP 1 (b) – Telephone
Technique: Making calls
1. –
2. Inform staff about the nomination.
2. “(Name) …….is nominated to attend
(course/seminar/workshops etc: title). Other
particulars will be sent later”
3. Offer other support.
3. “If you have any enquiry, please refer to
HCD PSZ”
4. Conclude.
4. “Thank you”
16/05/11FL/PSZ…

Perpustakaan Sultanah Zanariah

Transcription

Similar documents

Bilangan 2 2006

Warta Kerajaan

PDF - The University of Malaya Library

Perintah CBP (Pembekalan Berkadar Sifar)

Customer Service is the NewMarketing

7 - USM

April 10, 2016 - Concert Festival

SISTEM INFORMASI PELAYANAN TIKET KERETA API DENGAN

Preliminary Identification of Potential Halophilic Bacteria

View/Open - Digital Repository Universitas Jember

catalogo - The DOW Chemical Company

Kekal Abadi 27(1) 2009 - The University of Malaya Library