Business Tips

Service excellence, in the present is an essential step to be done. Service excellence is not at all. A little flaw in the service, then your reputation destroyed in an instant. Hundreds, even thousands of customers also can be lost as a result. This is because now the Internet era, where every information, large or small, important or not, it’s all there on the internet. Everyone is free to share his experience through the internet, and in an instant, everyone knew it. Therefore, a service excellence becomes increasingly important.

Social Media
With the popularity of social media today, the information flows much more quickly than ever before. This can be exploited, but also could be a weakness for the business.

Through social media like Facebook, Twitter or Plurk, people can talk about events that happened. Then through Flickr or YouTube, pictures / videos can be captured and shared with others.

In addition, through blogs, web, and online forums, someone can tell his experience with detail. There are even some sites that specifically provide for review and reader letters.

Role of Service Excellence
Imagine if there was a flaw in your service, resulting in disappointed customers, and then he put it in one of these social media. The result, not only those who see it affected his writing. People read it and then convey to others, and so on. They can created bad word of mouth which lowers your reputation.

You remember the case of a private international hospital with a housewife some time ago? After the outbreak of such cases, it was reported that hospital patients decreases dramatically. This is one result of a shattered reputation. Moreover, these housewives and supported by the blogger, resulting in a multiplier effect, which is certainly bad for the hospital.

Therefore, it is important to realize a service excellence. Create an experience that leaves customers impressed and `wow`, so that word of mouth is going well developed. If there are errors in the ministry then a direct response to the appropriate recovery measures, so the whole service to be impressive.

At present, especially those who access the Internet, looking for any information via the Internet. They will find the names that have a lot of good recommendations. If not many good recommendations, or even a bad recommendation, then do not expect that the business will be ogled by the customer. You can lose many customers because of it.

In addition, the important thing you must also convey this fact to your frontline, who deal directly with customers. Provide education for those that the customer experiences with their potential for public exposure. Therefore, they should provide the best service to customers, whether online or offline.

Why should service excellence?
The level of customer satisfaction consists of several levels, the Poor, Standard, Satisfy, and Excellence. At the level Poor, obvious bad effects, that is not a good recommendation from the customer. Then at the Standard level, because the service was only just the standard, it is not impressive to customers, making it more likely he probably will not make a good recommendation. Then the Satisfy, level standards, the service fairly satisfactory. Of course, if the customer gives a recommendation, then he will give a good recommendation.

How to Excellence? At the level of Excellence, the customer is very impressed, and clucked admiringly. If Satisfy level, customers may talk and give recommendations, but can not, then at the level of Excellence, the customer was moved to talk enthusiastically about the experience he received. He was encouraged to provide recommendations online and offline, talk to friends and relatives, and became Advocates who dream of every business.

Service excellence combined with social media is a very powerful thing. Every business should take advantage of this, and optimize both. Starting from service excellence, then this will automatically make your business reputation, the better.

Social media increasingly become part of the company’s strategy in managing goods and services. The more buzz in social media, the more popular a brand. But, the popularity of social media makes it vulnerable to the media presents a risk and a mistake for the company. Here some mistakes that can be happen when you manage social media publicity:

Unhonesty Review
Each company must strive for more positive reviews about the products and services, and as much as possible to avoid any criticism or negative review. Thus, companies may sometimes do unethical acts, such as imposing a positive review and does not contain a negative review. But, this has the potential for reputation risk if the practice was discovered by your customer at a later date.

For example, an employee caught Belkin offers a payment for positive reviews of their router products, and even asked reviewers to vote down the negative comments. But, then Belkin is officially issued a press release stating that they did not engage in such practices.

It’s just that, an investigation of an employee revealed that although not in formal rules, but so far all employees Belkin experiencing pressure to do anything to get a positive review. This included: logo include Apple and Microsoft certified false, remove the inaccurate data in order to show that they are superior products, making a false review, write a negative review of competitor products, to pay.

What about the result? Of course, this problem resulted in customers fed up and stops believing the review issued by the company. In fact, review it has an important role.

Brandjacking
Maybe your company is not using social media strategies today. Your company may not realize the benefits of social media so much. Just keep in mind that if you do not manage brand online, then there is the risk brandjacking. What is brandjacking? Brandjacking is a situation where there are others who recognize the representative of your brand, although it is not.

These conditions ever experienced by ExxonMobil on Twitter first. Using accounts @ exxonmobilcorp, a man named Janet claimed to be an employee of Exxon, and answer questions on Twitter about things related to ExxonMobil.

Therefore, a clear identification of the company’s online identity is very important. If the company has official website, also include the official profiles on social media.

Wrong Rumors
User-generated content has many benefits such as a user can freely post accordance with their wishes. The contents are richer and it builds a community. Only where there is a risk that the information presented might be true, but it could also be wrong.

Examples are iReport, where users can post news about anything, without editing and without a filter. At that time, there are users who post about a heart attack on Steve Jobs, which then resulted in Apple stock plunge. If time is Apple actively in social media world, perhaps they can prevent this by providing a direct confirmation.

Underestimate Blogger
Companies must be careful when dealing with bloggers, because once you do anything that hurts them, then your online reputation going extinct. Blogger has a strong community, and they are supporting each other. So, if you underestimate the bloggers, get ready for the worst condition.

Examples such as Asus has ever held a contest for bloggers review, where Asus asks bloggers bloggers to choose which is most favorite. Bloggers have a winner, but then Asus changing the rules that make other people be winners, but it was not a choice bloggers. Thus, it provoked outrage from bloggers.

Then what happened recently is the case of a housewife who prosecuted by an international hospital due to libel, when the mother is only just posting complaints via email, which then spread on the internet. Women who later detained by the authorities, get sympathy from the bloggers, and vice versa hospital until much later today criticized a bad reputation and quiet visitors.