Electricity for a

Better Life

Service Excellence &

Change Management
Edwin Nugraha Putra
21st of January 2015

PLN P3B JB

Electricity for a
Better Life

Why am I here?

Facts About My Company...

PLN P3B JB

Electricity for a
Better Life

Key Performance Indicators

Which one is my
part?
PLN P3B JB

Electricity for a
Better Life

Facts About Customer...

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

Electricity for a
Better Life

PLN P3B JB

10

Electricity for a
Better Life

Who is your
Customer?

Customer is
King!

PLN P3B JB

11

Electricity for a
Better Life

What Is Service...?

PLN P3B JB

12

Electricity for a
Better Life

What does my
Customer want?
PLN P3B JB

13

Electricity for a
Better Life

PLN P3B JB

14

Electricity for a
Better Life

PLN P3B JB

15

Electricity for a
Better Life

PLN P3B JB

16

Electricity for a
Better Life

PLN P3B JB

17

Electricity for a
Better Life

PLN P3B JB

18

Electricity for a
Better Life

PLN P3B JB

19

Electricity for a
Better Life

PLN P3B JB

20

Electricity for a
Better Life

Work
Passionately..
..

PLN P3B JB

21

Electricity for a
Better Life

Internal Customer / External Customer

Who is an External Customer?
The term external customer includes not just the
paying customer but also anyone who receives
the benefit of the goods and services.

Who is an Internal Customer?

Internal customers are specific people and
departments who play a role in helping you to
serve external customers.
PLN P3B JB

22

Electricity for a
Better Life

10 Rules for Great Customer

Service

1.

Commit to quality service:

2.

Create a positive experience for the customer.

Go above and beyond customer expectations.

Know your products:

3.

Helps win a customer's trust and confidence.

Know your customers:

4.

Tailor your service approach to their needs & buying habits.

Get to the root of customer dissatisfaction by talking to
people and understanding complaints.

Treat people with courtesy and respect:

5.

Every contact with a customer leaves an impression.

Use phrases like "sorry to keep you waiting," "thanks for your
order," "you're welcome," and "it's been a pleasure helping
you."

Never argue with a customer:

Be solution focused rather than problem focused.

Research shows that 7 out of 10 customers will do business
with you again if you resolve a complaint in their favor.
PLN P3B JB

6.

10 Rules for Great Customer

Service

Electricity for a
Better Life

Don't leave customers hanging:

7.

All communications with customers need to be handled with a

sense of urgency.
Research shows that 95% of dissatisfied customers will do
business with a company again if their complaint is resolved on
the spot.

Always provide what you promise:

8.

Failure to do this is a sure way to lose credibility with your

customer.
If you can't make good on your promise, apologize and offer
some type of compensation, such as a discount or free delivery.

Assume that customers are telling the truth:

9.

The majority of customers don't like to complain; in fact, they'll

go out of their way to avoid it.

Focus on making customers, not making sales:

Focus on the quality rather the volume of the sale.

Research shows that it costs six times more to attract a new
customer than it does to keep an existing one.

10. Make it easy to buy:

P3B
JB
Make the process simple PLN
and
user-friendly.

Electricity for a
Better Life

- Service Excellence -

PLN P3B JB

25

Electricity for a
Better Life

PLN P3B JB

26

Electricity for a
Better Life

PLN P3B JB

27

Electricity for a
Better Life

PLN P3B JB

28

Electricity for a
Better Life

PLN P3B JB

29

Electricity for a
Better Life

PLN P3B JB

30

Electricity for a
Better Life

PLN P3B JB

31

Electricity for a
Better Life

PLN P3B JB

32

Electricity for a
Better Life

PLN P3B JB

33

Electricity for a
Better Life

PLN P3B JB

34

Service Excellence:
Can I be Creative?

Electricity for a
Better Life

Start from
BELIEVE!

PLN P3B JB

35

Electricity for a
Better Life

PLN Service Excellence

No blackout on Customer: availability
If blackout then inform the Customer:
communication
If blackout then turn it on fast: risk mitigation
If the Power on then stay on for long: durability
If the light on then it must be shine bright:
quality
Where is my part?
PLN P3B JB

36

Electricity for a
Better Life

??? Change
Management ???

PLN P3B JB

37

Culture of
Commitment

Electricity for a
Better Life

The transition from ordinary to

extraordinary performance happens
through a Culture of Commitment,
where frontline people reflect to the
outside the intense pride and ownership
they are experiencing on the inside.

PLN P3B JB

38

Electricity for a
Better Life

Youll never
get me up on
one of those
butterfly
things!

Should I change?

PLN P3B JB

39

Individual prerequisites for

change to occur
Why should I
change?
Thinking &
understanding

Emotional/
Motivational

Electricity for a
Better Life

Whats in it for
me?

Heart

Hea
d

Behavioral

Hands
Why should I do
differently?
PLN P3B JB

40

Change Management

Electricity for a
Better Life

he Effective Management of Change Involves A

ntegrated Approach In Each Of These Three Are

Effective
Change
Altering
Mind-set

Head

Equal
s

Harnessing
Motivation

Heart
PLN P3B JB

Shaping
Behavior

Hands
41

Electricity for a
Better Life

What is in your Head?

Why should I
change?

PLN P3B JB

42

Electricity for a
Better Life

What is in your Heart?

Whats in it
for me?

PLN P3B JB

43

Electricity for a
Better Life

What my Hands can do?

Why should I
do
differently?

PLN P3B JB

44

Electricity for a
Better Life

Response to Change Is Highly Individual

Mixture of Emotion and Rationalization
Dont Assume Others Will Respond the Same or
That You Will, Under Different Circumstances

PLN P3B JB

45

For PLN,
We Do It Together...
We Do It With Love...

Electricity for a
Better Life

Give a little
love a & get
one of your
own

PLN P3B JB

46

Electricity for a
Better Life

So, can we do it ???

YESS...
I CAN DO IT

PLN P3B JB

47

Electricity for a
Better Life

Thanks for your

Attention...

PLN P3B JB

48