UNAIR NEWS – To improve the quality of service to public, Partnership and Business Division of Universitas Airlangga held a workshop on Excellent Services and Handling Customers’ Complaints on Saturday, December 21.
Held in the Plenary Room, Management Office Building UNAIR, the workshop was attended by Partnership and Business Division, Information and Public Relations Center (PIH) and also staff from the subsidiary of Partnership and Business Division such as PT. Airlangga Global Travelling and Griya Tamu UNAIR.
Vice Rector IV Junaidi Khatib Ph.D., as the person in charge for partnership and business was present to open the workshop. He emphasized the importance of providing best services to customers. He also said that how difficult tasks at work, they should not affect the performance in providing service.
“Problems at work shouldn’t affect our services as our attitude in providing service reflects on UNAIR’s reputation,” he said.
The first speaker of the workshop, Dr. Dewi Retno Suminar discussed about Excellent Services. Dewi who is a lecturer of Faculty of Psychology UNAIR said that before facing the public we should know ourselves well and understand our strengths. Then, determine the best attitude in facing them with calmness and confidence. She also explained about the ethics of providing service for customer satisfaction.
“When we talk to people, look into their eyes and smile. It determines the first impression of people,” said Dewi.
Dewi also discussed about performance, gestures and facial expressions when we talk to others. Furthermore, choices of words should also be considered. “Therefore, in communication with customers we must use polite and brief sentences,” she added.
The second speaker was the Head of Information and Public Relations Center (PIH) Drs. Suko Widodo. The expert of political communications shared on how to handle complaints from the customers. According to Suko, the key to deal with customers’ complaints are listen to the complaints well and do not interrupt the customers when they explain their complaints.
“Complain is a Gift. Customer is a King. When we get complaints, most importantly, stay calm and offer some solutions for the problems of customers,” said Suko. (*)
Author: Farida Hariani
Editor: Nuri Hermawan