Consumer Service Quality (CSQ) merupakan salah satu unit
di bawah Direktorat Consumer Banking yang bertanggung jawab atas pelaksanaan pelayanan cabang kovensional dan pencapaian ranking layanan nasabah untuk menjadikan Danamon sebagai The Best Service Excellence dalam katagori Industri Perbankan.
Struktur Organisasi Consumer Service Quality
Consumer Banking Director
Michellina L. Triwardhany
Consumer Service Quality Head Sri Setyaningsih
Email blast statistics 2011
s #OMMUNICATION &ORUMS -ANAGEMENT
Roadshows, Senior Officer Dialogues)
In performing its duties, Internal Communications organizes various forums where senior officers from every operational region can directly communicate with Danamon’s Directors.
These forums serve as an opportunity where regional representatives can directly raise questions and aspirations to the Directors through a Bottom-Up communcation mechanism.
These forums also allow the management to communicate the condition of Danamon and latest information updates to the representatives, which will disseminate the information to their respective teams and working units.
As part of Danamon’s 55th anniversary celebration, in
2011, these forums, previously conducted twice a year in 7 regional offices, were packaged as a series of Danamon Town Hall Meetings 2011.
Consumer Service Quality (CSQ) is a unit under the Consumer Banking Directorate, tasked with the implementation of customer service at conventional branches and the enhancement of Danamon’s customer service ranking to position Danamon as the Best Service Excellence in the Banking Industry.
Dalam membangun standar kualitas pelayanannya, Danamon menitik beratkan kepada kualitas dari 4 Pilar Service Danamon, yaitu: People, Process, Technology & Infrastruktur serta Product yang sesuai dengan kebutuhan nasabah, yaitu:
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Selalu berupaya mengerti dan memenuhi kebutuhan Nasabah dengan meningkatkan kualitas pelayanan
Frontliner di cabang dan Call Center. Hal ini dilakukan
dengan memberikan pelatihan dan standardisasi panduan layanan nasabah yang wajib dilakukan dan dipahami oleh seluruh frontliner. Memperhatikan dan selalu berusaha mengembangkan para frontliner dalam berperilaku (sikap), kompetensi (skill) dan berpenampilan profesional (professional appearance).
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Secara terus menerus mengidentifikasikan, mereview dan melakukan perbaikan proses yang berhubungan dengan segala transaksi nasabah agar setiap proses dapat lebih cepat, mudah, fleksibel dan nyaman.
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Perbaikan infrastuktur serta peningkatan teknologi agar setiap proses atau komunikasi dapat berjalan lebih cepat, mudah dan canggih agar dapat memenuhi harapan atas kebutuhan nasabah.
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Produk yang ditawarkan sesuai dengan kebutuhan dan profil nasabah dan paket produk yang menarik, fleksibel, dan mudah
Dalam rangka menjadikan pelayanan kepada nasabah sebagai budaya bagi seluruh frontliner maka pada bulan Maret 2011, Consumer Service Quality melakukan kick-off
“Service From the Heart”, yang dihadiri oleh seluruh Direksi
dan Senior Management.
Konsep Service from the Heart merupakan inisiatif pelaksanaan pelayanan kepada nasabah berdasarkan filosofi:
1. Tulus Membantu: Ringan tangan, antusias, ramah dan peduli
2. Tulus Melayani: Sopan, tulus dan tidak pilih - pilih dalam melayani
3. Tulus Memberi: Perhatian, memberikan informasi dan solusi yang dibutuhkan secara tuntas dan tepat waktu.
To develop its customer service quality, Danamon puts priorities on the qualities of Danamon’s 4 Service Pillars, namely: People, Process, Technology & Infrastructure and Products that meet customers’ needs:
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Continues to try to understand and meet the customers’ expectations through service quality improvements at the branches and the call center. Efforts launched cover training programs and the development of customer service standards to be implemented by all frontliners. Continues to develop the attitude, skill and professional appearance of the frontliners.
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Continues to identify, review and improve all processes related to customer transactions to deliver faster, easier, flexible and more convenient service process.
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Infrastructure improvement and technology enhancements to deliver faster, easier and more advanced process and communication that meet the expectations of the customers.
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Products meet the needs and the profile of the customers, offered in attractive, flexible and simple packages.
To establish a customer service culture within Danamon’s frontliners, in March 2011 the Consumer Service Quality unit launched the kick-off of its “Service From the Heart” program, attended by Danamon’s BoD and Senior Management.
The Service from the Heart concept is a customer service development initiative based on the following philosophies: 1. Helpful, enthusiastic, friendly and caring
2. Polite, sincere and impartial in providing service
3. Attentive, providing the right information and timely solution.
Rencana Implementasi Strategis 3 Tahun (2011-2014)
Deepen Service Culture
Service Excellence & Commitment “Service
from the Heart” Line of Business Strengthen Customer Service Engagement Best in Class Service Leadership Service Levels FY 2011/2012 FY 2012/2013 FY 2013/2014
“To deliver best in class service experience and delight customer profitably”
Sepanjang tahun 2011, CSQ melakukan kegiatan-kegiatan sebagai berikut:
1. “Buka Puasa” bersama Senior Management & BoD 2. National Branch Service Excellence Competition 3. BSM as “ Service Champion”
4. Regional SQ Committee 5. Training Module Revision 6. Service Skills Training (2nd Half) 7. Service Camp
8. Video Service
9. SQ Reward & Recognition Program 10. Internal Mystery Shopper by MRI
11. Mini Customer Satisfaction Survey (1st Half) 12. Branch Self Assessment Service (April onward) 13. Competency Test & Mystery Caller (Q1 onward) 14. National Service Kick Off (March)
15. Coffee Time with Senior Management & BoD (March) 16. Berbagai macam pelatihan di bidang layanan dan
grooming bagi para Front liners.
17. Service Training for Leaders
3 Year Strategic Implementation Plan (2011-2014)
During 2011, CSQ has completed the following activities: 1. Fast Breaking events with Senior Management and the BoD 2. National Branch Service Excellence Competition 3. BSM as “Service Champion”
4. Regional SQ Committee 5. Training Module Revision 6. Service Skills Training (2nd Half)
7. Service Camp
8. Video Service
9. SQ Reward & Recognition Program 10. Internal Mystery Shopper by MRI
11. Mini Customer Satisfaction Survey (1st Half) 12. Branch Self Assessment Service (April onward) 13. Competence Test & Mystery Caller (Q1 onward) 14. National Service Kick Off (March)
15. Coffee Time with Senior Management & BoD (March) 16. Various service and grooming training sessions for the
frontliners