Prima Services is a translation of “Excellent Service”, which means the service very good or excellent service.
That need to be considered in prime services:
o Standard service
o Customer Satisfaction
o Service in accordance with the standard (for agencies that already have standard)
o The best service by the agency (for establishments that do not have standard)
Prima Services is the service in accordance with the standards of service and customer satisfaction

CONCEPT SERVICES
• The product is the output (output) of a process in the form of goods and services
• Customers are anyone who is affected by the product or service process
o internal customer is a member organization that produces products
o external customers are those who have been affected by the product, but not a member of the organization that is producing the product.
o The term Customer in English is the Customer
PRIMA CUSTOMER SERVICE STRATEGY
• Customer Defined Quality (Quality Customer Oriented)
• User Partnership (the Partnership Customer Supplier)
• Stress continuous Improvement (Emphasize Continuous Improvement)
• Top Management Commitment (Commitment Management Peak)
• Aligned With Business Objectives (goals Adjusted to Business)
• Measurement (Measurement)
• Employee Involvement (Involvement of Employees)
• Reward And Recognition (Reply Service in recognition)

PROCESS SERVICE
Activities that produce a product, a form of ministry, then given to the customer
Incoming mail service examples:
o The letter received by officers
o Letter sorted (separated)
o The letter received a letter later scribe recorded in agenda book or card control
o Letters sent to the referring letter
o The letter distributed to the organizational unit in accordance with the address stated in the letter “processing unit”
o The letter received by the processing unit
PROMISE SERVICES (Service Offering)
Service is a process of interaction between the buyer (customer) and sellers (service providers).
Services include a variety of forms.
Services offered is a “promise” of giving service to customers who must be fulfilled, so that customers are satisfied
Accessibility SERVICES
Depends on:
• The number and skills of employees
• Hours of work and time to service
• office location, office, place of sale, etc.
• The exterior of the office, work space, where sales, etc.
• Tools, equipment, documentation, etc.
• Knowledge of customers jointly involved in the process of
• Interaction with service provider organizations
• Participation customers
• Submitting a complaint mechanism
SERVICE PRINCIPLES OF PRIMA
• Creating a positive image in the eyes of the customer
o Developing a positive self-image
o Trying to understand first, and understand
o Focus on customer
o Provide efficient service
o Improve feeling of self-worth customers
o Cultivate a good relationship with customers
o It can determine what the customer wants
o Divert service to others
o Knowing the character of the customer

1. Building a Positive Self Image in the Eyes Customers
o The importance of initial impression
o A good initial approach
o Do not make others wait
o Greet by name
o Always be friendly
o Looking at her eyes at the time to speak
o Smiling to your heart to be happy
o Glad that can display the beam
o Speak clearly, with words that customers understood
o Avoid the burden of thinking that causes the customer’s attention divided

2. Trying to Understand What’s the past, the New Understood
o If a customer comes to your assistance, should not be all-knowing or as though it was understood in advance what customers want
o Approach customers and be prepared to listen
o Do not be preoccupied with other activities, so impressed with your attention divided

3. Focus on Customers
o Listen attentively, do not interrupt
o Watch your posture, to act calm and relaxed
o Looking at the customer’s eyes when talking
o Note the facial expressions, try to always smile
o Respond to the conversation when customers expect your response
o Keep the tone not too low (less confident) or too high (frustration, emotion)
o Place the number one customer interest and co-workers or bosses at the next priority, when it is serving the customer

4. Providing efficient services
o serve the next customer immediately after they finish with that one
o Spend time as accurately as possible
o Talking to customers as needed
o Planning what to do next
o Follow-up services to complete
o Respond to customer questions in a brief, precise, fast, and not long-winded

5. Improve Customer Self-Esteem Feelings
o Recognizes the customer’s presence immediately
o Always use the customer’s name as often as possible
o No patronizing customers, however clever you are
o Praise with sincerity and rewards to customers
o Treat customers as adults
6. Good Relationships with Customers

o Listen to what the customers without cutting the conversation
o Demonstrate sympathy and spoke with great feeling, to show that you understand and understand the feelings of customers
o allowing customers to respond and try to solve the problem
7. Can understand and fulfill customer desire
o Ask the customer what they want
o Repeating back what the customer wants, then pull the core of what he said
o Meet customer’s expectations match

8. Transferring Service to Others
o When customers ask for services outside your abilities, please switch the service to someone more capable. The transfer of the shows that your organization has been working with professional
o Once you know the customer wants to explain to her, apologizing that you are not able to serve him, and someone else would be better served
o It should also be explained in front of people who want to replace you. Introduce the person to the customer.

9. Know Your Customer Character
• Customers who Silencing
How to deal with the silent customer:
o Deal with the suave and caring
o If the customer as if he were thinking about something, officers do not ask many questions, just ask questions that can draw attention to the products offered
o If customers find difficulty in speaking (stammering), officers should be used only
B. Customers who No Patience
How to deal with impatient customers:
o Asking for forgiveness for the delay in service
o Tell him that he will be assisted as much as possible and as soon as possible
o quickly and efficiently handle the situation and if necessary to calm the customer
o Saying thank you that the customer is still willing to wait
o Saying thank you once again to the customer and again apologize for the inconvenience in the service
C. Many customers Talk
How to deal with a lot of customers say:
o Provide greeting his arrival
o Offer help needed
o If the customer was still talking, switch your attention to things that are offered with sufficient explanation
o Offering assistance and praised the greatness talk
o If you need to give a compliment once in a while
o If berondongkan praise seemed to work, offering products
o Customers of this type of love to get attention, get the address and phone number

D. Customers who argue Nice / Refutes
How to deal with customers who debater:
o no reaction when the guilty customer. The reaction will cause a prolonged discussion.
o Be calm and not be goaded into anger.
o Limit the conversation to the problems encountered, do not stray from the subject.
o rational argument. If the customer is calm, just beginning to provide services.
o Repeating the arguments for reminder, if the customer back with his opinion insisted, should not be goaded into an argument.
o Finding the weakness of the argument and show customers mistake to calm customers.
PRIMA SERVICES form
Service paradigm shift
Paradigm is a set of assumptions or assumptions that allows one to create their own reality (Tjiptono, 1997).
New paradigm in the management called Total Quality Management (Integrated Quality Management) developed by W. Edwards Deming (Gaspersz, 1970)
At first, TQM is applied in the business world. Because of its success, the government then tried to apply primarily in the service of society.
SUCCESS CRITERIA APPLICATION OF TQM

(Tjiptono, 1997)
• Focusing on customers
• Taking into account the desired quality of customer
• Do’s scientific approach, especially for product design and process
• Has a long-term commitment for TQM requires a process of cultural formation of work
• There is cooperation and team building good relations between the apparatus and with outsiders
• There are ongoing efforts to improve the system
• Held training and education, because in principle apply TQM continuous learning

Referring SERVICES

CUSTOMER SATISFACTION IN (CUSTOMER SATISFACTION)
Definition of Satisfaction is the level of one’s feelings after comparing the performance (results) are perceived with hope
o If the performance below expectations, the customer will be disappointed
o If performance expectations, customers will be satisfied
o If performance exceeds expectations, customers will be very satisfied
Public expectations of service
• The longer the better (better)
• The longer and faster (faster)
• The longer the more updated (newer)
• The more and more expensive (cheaper), and
• The more and more simple (more simple)

Service in English is called Service
Some experts on the Ministry Prima processing service said that more meaningful
Catherine DeVrye (1997) word processing service
Being Seven Simple Strategies to Success
SEVEN SIMPLE STRATEGY TO SUCCESS
• Self Esteem (Giving Value in Yourself)
• Exceed Expectations (Exceeding Customer Expectations)
• Recover (Seize Back)
• Vision (Vision)
• Improve (To Increase Repair)
• Care (Giving Attention)
• Empower (Empowerment)

PRIMA SERVICE PURPOSE
• Customer satisfaction is the primary goal prime services.

• Each ministry officials are obliged to attempt to satisfy customers.

• Customer satisfaction can be achieved if the service personnel to know who its customers, both customers internal and external customers.

• By knowing who its customers, then the apparatus will be able to identify the waiter what the customer wants.
PRIMA SERVICE QUALITY
Putting the concept of Customer Interest
• Service with a vengeance
• Cultural Services Prima
• Service Attitude Prima
Personal Touch Service • Prima
• Services In accordance with the Personal Prima Prima
Personal traits a person has a prima
• Shown friendly
• Shown polite and respectful
• Shown sure
• Show tidy
• Show cheerful
• Glad to forgive
• Nice mix
• Senag learn from others
• Glad to fairness
• Glad to please others

PRIMA SERVICE INDICATORS
Service joints according to Decree of State Minister of Administrative Reform (MENPAN) No. 81/1993
• Simplicity in the sense that the procedure / service procedures
• Clarity and certainty of clarity and certainty
o Procedures / procedures;
o requirements, both technical and administrative;
o Unit of work or the official in charge;
o Details of fees / tariffs of public service and payment procedures;
o Schedule of public service turnaround time;
o Rights and obligations of providers and recipients of public services;
o The official who receives complaints when there is dissatisfaction with the service.

Security, in the sense that the process and results of public services can provide safety, comfort and can provide legal certainty.
• Openness, in terms of procedures / ordinances, requirements, etc., associated with the process of public service shall be informed in the open so easily known and understood by society, whether requested or not requested.
• Efficient, in the sense of public service requirements is limited to matters directly related to public services products provided and prevented a repetition of the completeness of requirements.
• Economics, in the sense that the imposition of fees must be set properly and do not require high cost out of the ordinary, considering the community and the ability to pay in general.
• equitable justice, in the sense of the scope / coverage of public services should be sought as widely as possible with the equitable distribution of and treated fairly.
• Timeliness, in terms of implementation of public services can be completed in a given time.
The assertion by the Government Circular Coordinating WASBANGPAN No.56/MK.WASPAn/6/98, about the continuation of the improvement systems and procedures, the core:
• Take corrective measures the quality of public services such as:
o Publishes service guidelines
o Placing the officer to check the completeness of the application pesyaratan
o Complete the application service in accordance with the stipulated time limit
Cause Factors Customer Dissatisfaction
According to Morgan (1996), customers become frustrated due to:
o Not a hope
Disappointed at one o
o Fatigue, stress or frustration
o Being a victim
o Feel no one hears
o Feeling self-righteous
o Feeling ignored
o Feeling tricked
o Feeling unwelcome
o Having an unpleasant response
o Doubtful integrity and honesty officers
Serving tips Angry Customer
Tips that can be used to handle disgruntled customers:
o Treat customers with serious
o Treat customers with respect
o Resolving customer complaints immediately
o Provide compensation / restitution to the Customer
o Customers will get justice treatment
o clarify the problem so that Customer does not happen again
o Listening to customer complaints
CLOSING
Success in prime services requires an integrated approach between the Top Management, Middle Management and Lower Management that provide services to the community based on principles: simplicity, clarity and certainty, Security, Openness, Efficiency, Economy, Justice of distribution, Punctuality.