Udara lembab; peluh mengembun basah
130 tahun lalu seorang bayi menghembuskan asa
"Habis Gelap, Terbitlah Terang"
putri Raden Mas Adipati Ario Sosroningrat, bupati Jepara
dan Ibu M.A. Ngasirah...
Menanamkan nilai-nilai Ketuhanan, Kebijaksanaan dan Keindahan
Nasionalisme serta peri kemanusian
Saat kelam hijab emansipasi akan ilmu pengetahuan
Saat nasib perempuan masih ada di pojok-pojok pendopoan
Seorang perempuan menebarkan benih keterbukaan
25 tahun usia cukup sudah
meninggalkan dunia fana dengan semangat membara
mendudukan wanita pada kodrat dan sumbangsihnya
lelaki-perempuan sama derajat dalam berbakti kepada negara dan masyarakatnya
Ibu kita Kartini sudah mencapai cita-citanya...
Sekarang ini, Kartini menatap kebebasan diri
Sekarang ini, Kartini melakukan pekerjaan lelaki
Sekarang ini, Kartini menjadi suami
Sekarang ini, Kartini di atas mimpi
:RA Kartini hanya membisu menerawang gagasannya 125 tahun yang lalu..
Senin, April 20, 2009
Senin, April 13, 2009
Quality of Service is Based on Customer Perceptions
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
What are your customers saying about you?
What do they tell their colleagues, other people in their industry, people within their own organization?
What do they say about doing business with your company?
Your business is judged whenever you interact with your customers, and it can be as simple as how your phone is answered.
What happens once the phone is answered?
Are the customers put on hold? Are they are put into a queue?
Are they put into a phone system that is just a pain for them to navigate?
The friendliness of the employee who actually handles the calls plays a very critical role in how companies are perceived by their customers.
After I presented customer service training at a large company, the CEO told me privately that he has an individual on his team who is an extremely nice young woman. "She really cares about the customers," he said. "She is easy to work with and has been with the company for quite a long time. However, I often hear complaints about her from our customers.
" I asked, “What are they complaining about?”
He responded that customers have told him they found her to be rude, cold or abrupt on the phone. He was surprised because she is usually warm and friendly to her co-workers. So he started paying careful attention to the way she was handling customer calls. He discovered that when she takes a call, she shifts into a high intensity mode. She is so concerned about the customers' needs that she tries to make sure everything is communicated perfectly. She worries about missing information or making a mistake. As a result of her intensity, her tone of voice changes. She concentrates more on the task, and forgets about expressing the warmth and empathy that is so important in building customer relationships.
Tone of voice plays a major role in shaping your customers' perceptions of service when you are handling their calls. While it's important to answer calls quickly and address your customers' concerns, it's even more important to build positive relationships.
Remember that every employee is the company. When your customers get off the phone, they are turning to their co-workers and saying, "Wow, XYZ is a great company to work with." While they might get off the phone and say, "Tom Smith is a great guy," there is still the perception that the employee represents the whole company. Every interaction you have with the customer impacts the overall image of the entire organization.
There are several published studies that reveal that the mood of your customers can have a significant impact on their perception of the service they received from an individual in your company. For example, if a customer has been waiting for a long time in your phone system queue, their perception of the friendliness of the person who actually takes their call may deteriorate. They are frustrated about waiting so long and may blame the service provider.
A customer who had a bad day on the golf course will be more likely to have a negative perception of service at the clubhouse than a golfer who had a great score. What a customer remembers about service is not just dependent upon the usual suspects of first and last impressions, it is dependent upon every interaction that occurs between the customer and the service provider.
Customer service is like a brand. It is what the customer perceives and remembers about the service that they receive. What a customer perceives is not necessarily the service that was actually delivered. Each interaction makes a lasting positive or negative impression on your customers. Kindness, respect and warmth are essential elements of service. Simply focusing on tasks can cause your customers to get the wrong idea about the quality of your service.
source: Debra Schmidt [newsletter@loyaltyleader.com] -Quality of Service is Based on Customer Perceptions- Issue #310
Senin, Maret 09, 2009
Let It Be
Merona wajah menyapa bayang yang dulu pernah singgah
menghitung langkah-langkah; hati yang melulu gundah
menunggu dalam maya atau mewujudkannya dalam realita?
ah, keberanian itu selalu luluh setiap menatap kedua mata nan indah
Tuhan membiarkannya berlalu sudah...
21 tahun tertutup rapat di sudut napas terdalam
mempertanyakan asa yang dibiarkan terpendam
kenapa tak pernah bisa diutarakan dalam nyanyian rembulan
yang dapat memancarkan kelembutan mojang priangan
ah, Tuhan membiarkan lamunan kasmaran...
Hari ini darah ini seperti berhenti
mendengar langsung suara yang selalu dinanti
bagai sapuan angin mamiri memanja hati
Oh, Tuhan biarkan waktu sejenak berhenti dan biarkan aku lupa diri..
ah, Tuhan membiarkan semua bertawaf dalam sunah ilahi...
Terdampar gelisah dimana ruang dan waktu hanya terpana
titik-titik embun sudah membasahi sajadah; dingin membasuh wajah nan gulana
azan subuh mulai menyapa mengingatkan seorang khalifah haruslah berguna
tapi tak bisakah kusimpan seluruh gita agar tak percuma
membagi kisah cita yang dulu pernah ada
agar penasaran tak lagi mendera sepanjang masa
Ya, Tuhan biarkanlah kali ini saja...
agar kebenaran mendekap jasad dan ruh yang bahagia
citragraha@10032009/sy
menghitung langkah-langkah; hati yang melulu gundah
menunggu dalam maya atau mewujudkannya dalam realita?
ah, keberanian itu selalu luluh setiap menatap kedua mata nan indah
Tuhan membiarkannya berlalu sudah...
21 tahun tertutup rapat di sudut napas terdalam
mempertanyakan asa yang dibiarkan terpendam
kenapa tak pernah bisa diutarakan dalam nyanyian rembulan
yang dapat memancarkan kelembutan mojang priangan
ah, Tuhan membiarkan lamunan kasmaran...
Hari ini darah ini seperti berhenti
mendengar langsung suara yang selalu dinanti
bagai sapuan angin mamiri memanja hati
Oh, Tuhan biarkan waktu sejenak berhenti dan biarkan aku lupa diri..
ah, Tuhan membiarkan semua bertawaf dalam sunah ilahi...
Terdampar gelisah dimana ruang dan waktu hanya terpana
titik-titik embun sudah membasahi sajadah; dingin membasuh wajah nan gulana
azan subuh mulai menyapa mengingatkan seorang khalifah haruslah berguna
tapi tak bisakah kusimpan seluruh gita agar tak percuma
membagi kisah cita yang dulu pernah ada
agar penasaran tak lagi mendera sepanjang masa
Ya, Tuhan biarkanlah kali ini saja...
agar kebenaran mendekap jasad dan ruh yang bahagia
citragraha@10032009/sy
Senin, Februari 23, 2009
How to Increase Your Value in the Workplace
These are challenging times in every industry and the economy is seriously impacting job security. That's why it's more important than ever to position yourself as a valuable employee in your organization. Your manager's perception is reality. The higher your perceived value, the more secure you will be in your job. Here are seven simple steps to gain positive notice by your boss and co-workers:
Exhibit a positive attitude at all times.
Attitude is a choice you make every morning when you roll out of bed. Walk into work every day with a smile. Be loyal to your co-workers, even those individuals you don't like. Don't ever gossip or criticize a co-worker. It will erode trust and damage your credibility. Don't view work-related questions as interruptions of your work. Instead, greet your co-workers with warmth and a sincere willingness to help.
Arrive early and leave late.
Always be on time for work and meetings. Better yet, arrive a few minutes early to demonstrate that you are enthusiastic about your job. Don't race out the door at quitting time. Instead, stay an extra five or ten minutes to create a "to do" list for the next day, make some last minute calls and clear the clutter on your desk. It sends a highly professional signal to your boss and will help you to jumpstart your work the following day.
Embrace change.
Change is about the only thing you can count on in the workplace. Demonstrate your commitment to the future by embracing change, not criticizing or reluctantly accepting it. Give up old habits that are holding you back or making you appear outdated. Actively participate in changes by supporting even those initiatives with which you may not agree (see "Exhibit a positive attitude...").
Maintain a professional image.
Dress for success. Wear clean, pressed, appropriate clothing that reflects the image of the top people in your organization. A sloppy image sends a message of unreliability or apathy to your boss. Keep your work area well-organized and free of clutter.
Stay tuned to your manager's priorities.
Don't get hung up performing menial tasks that can take up large chunks of your valuable time. Find out what is most important to your manager and focus your energy on tasks that support his or her priorities.
Increase your knowledge.
Actively participate in training classes and show enthusiasm about developing new skills. Keep up to date on industry and technology changes. Take classes outside of the workplace to learn skills that will help you to become more promotable in other areas of the organization.
Develop strong customer relationships.
Frankly, the more your customers love you, the more valuable you become. Most businesses want to keep their employees who build customer loyalty. Get to know your customers. Listen carefully to their requests and show them that you sincerely care about their concerns. When customers are singing your praises, your boss can see concrete evidence of how you are supporting the bottom line.
Source: Debra Schmidt [newsletter@loyaltyleader.com]Loyalty Leader Quick Tips - Issue #304 "How to Increase Your Value in the Workplace"
Exhibit a positive attitude at all times.
Attitude is a choice you make every morning when you roll out of bed. Walk into work every day with a smile. Be loyal to your co-workers, even those individuals you don't like. Don't ever gossip or criticize a co-worker. It will erode trust and damage your credibility. Don't view work-related questions as interruptions of your work. Instead, greet your co-workers with warmth and a sincere willingness to help.
Arrive early and leave late.
Always be on time for work and meetings. Better yet, arrive a few minutes early to demonstrate that you are enthusiastic about your job. Don't race out the door at quitting time. Instead, stay an extra five or ten minutes to create a "to do" list for the next day, make some last minute calls and clear the clutter on your desk. It sends a highly professional signal to your boss and will help you to jumpstart your work the following day.
Embrace change.
Change is about the only thing you can count on in the workplace. Demonstrate your commitment to the future by embracing change, not criticizing or reluctantly accepting it. Give up old habits that are holding you back or making you appear outdated. Actively participate in changes by supporting even those initiatives with which you may not agree (see "Exhibit a positive attitude...").
Maintain a professional image.
Dress for success. Wear clean, pressed, appropriate clothing that reflects the image of the top people in your organization. A sloppy image sends a message of unreliability or apathy to your boss. Keep your work area well-organized and free of clutter.
Stay tuned to your manager's priorities.
Don't get hung up performing menial tasks that can take up large chunks of your valuable time. Find out what is most important to your manager and focus your energy on tasks that support his or her priorities.
Increase your knowledge.
Actively participate in training classes and show enthusiasm about developing new skills. Keep up to date on industry and technology changes. Take classes outside of the workplace to learn skills that will help you to become more promotable in other areas of the organization.
Develop strong customer relationships.
Frankly, the more your customers love you, the more valuable you become. Most businesses want to keep their employees who build customer loyalty. Get to know your customers. Listen carefully to their requests and show them that you sincerely care about their concerns. When customers are singing your praises, your boss can see concrete evidence of how you are supporting the bottom line.
Source: Debra Schmidt [newsletter@loyaltyleader.com]Loyalty Leader Quick Tips - Issue #304 "How to Increase Your Value in the Workplace"
Kamis, Januari 22, 2009
Establishing Trust is the Key to Customer Retention
As hard as it is to get new business, many companies drop the ball when it comes to keeping that business. Contacting your customers is an excellent way to establish trust. It's dangerous to take your current customers for granted. They want to know that you are thinking about them all the time, not just when you are trying to sell something. It's easy to come up with lots of excuses for not calling your existing customers:
"I'm too busy with my day-to-day tasks."
"I have deadlines to meet."
"I don't want to be a nuisance."
"I'm afraid if I call, I may hear complaints."
Take for example, Josh DeTar, a financial adviser with Edward Jones who was featured in a recent Wall Street Journal article. He knows that his customers are dealing with high levels of fear and stress due to the current economy. He also understands that there's a good chance that when he calls his customers, he's may get an earful of complaints about the market stress. He said that his role has become almost like that of a therapist. Still, Mr. DeTar checks in at least once a month with each of his customers. By finding ways to stay in touch, he is building the trust that is essential to customer retention.
Phone calls are a great way to keep in touch, but if you're worried about becoming a nuisance, there are other ways to let your customers know they are valued. For example, Mr. DeTar reads the obituaries and sends condolence cards to any customer who may have lost a loved one. You can send birthday cards, articles, tips or simply a hand-written note thanking them for doing business with you.When your customers hear from you on a consistent basis, they trust that you genuinely care about them as individuals. Your contacts do not have to be business-related. Last spring, I heard about some serious flooding in the western part of Wisconsin. I knew that one of my customers owned a summer home in that area so I called to let him know that I was concerned about him. He wasn't in when I called, so I simply left a voicemail expressing my concern that his property and family were safe. Several months later he called to thank me and indicated that he had really appreciated my message. Not every contact will translate into business, but not contacting your customers on a regular basis may translate into lost business.
Source: Loyalty Leader Quick Tips - Issue #301 "Establishing Trust is the Key to Customer Retention"
"I'm too busy with my day-to-day tasks."
"I have deadlines to meet."
"I don't want to be a nuisance."
"I'm afraid if I call, I may hear complaints."
Take for example, Josh DeTar, a financial adviser with Edward Jones who was featured in a recent Wall Street Journal article. He knows that his customers are dealing with high levels of fear and stress due to the current economy. He also understands that there's a good chance that when he calls his customers, he's may get an earful of complaints about the market stress. He said that his role has become almost like that of a therapist. Still, Mr. DeTar checks in at least once a month with each of his customers. By finding ways to stay in touch, he is building the trust that is essential to customer retention.
Phone calls are a great way to keep in touch, but if you're worried about becoming a nuisance, there are other ways to let your customers know they are valued. For example, Mr. DeTar reads the obituaries and sends condolence cards to any customer who may have lost a loved one. You can send birthday cards, articles, tips or simply a hand-written note thanking them for doing business with you.When your customers hear from you on a consistent basis, they trust that you genuinely care about them as individuals. Your contacts do not have to be business-related. Last spring, I heard about some serious flooding in the western part of Wisconsin. I knew that one of my customers owned a summer home in that area so I called to let him know that I was concerned about him. He wasn't in when I called, so I simply left a voicemail expressing my concern that his property and family were safe. Several months later he called to thank me and indicated that he had really appreciated my message. Not every contact will translate into business, but not contacting your customers on a regular basis may translate into lost business.
Source: Loyalty Leader Quick Tips - Issue #301 "Establishing Trust is the Key to Customer Retention"
Kamis, Januari 15, 2009
Mayang Sebahu
Malam baru merangkak gaduh
Di luar langit hitam-putih tak ada biru
Suara-suara mobil-motor satu-satu menderu
Merasuk hati berdegub seru
:Mayang sebahu paras putih melantun lagu sendu
Merajuk mengurai pandangan sedih mengadu
Tersenyum kelu melihatmu tak jua luluh
Nafas ragu menerjang sungguh
Awan mulai menaburkan gerimisnya
Dingin malam terasa mulai membelai manja
Tepuk tangan merajah wajah yang basah
Berulang sesal asa yang menari-nari di atas kepala
:Tuhan, kenapa Kau biarkan dunia menjadi panglima
Menyeret jasad dalam nafsu amarah
Meninabobokan akal nurani dan hasrat bertemu diri
Ajarkanku mati sebelum mati...
Dalam diri ada kitab suci mengikuti
Sebagai hidayah dan taufik yang dianggap sepi
Melantunkan indahnya surga abadi
Mengelegarkan rajaman neraka siksa pedih
:Tuhan, materi begitu di depan mata
Bijak berakata Ilmu tanpa amal tiadalah guna
Tapi ego berdebat hebat mengutip sepenggal petuah ulama
Rezeki dunia nikmatilah ;jangan disia-sia...
Malam makin tinggi mengharap berjumpa cahaya bulan bintang
Tertatih mencari jalan dalam gelap terbentang
Bisakah Kau pinjamkan (lagi) lilinMu
Untuk menitih shirat kembali padaMu
Sebelum ruh, nafs dan jasad berpisah menemui hisabMu...
Mayang sebahu menerawang ke langit-langit mushola
Menutup mahkotanya dengan mukena
Tatapannya berhenti di tengah mimbar bertulis "Allah"
Seluruh pori-pori tubuhnya terbuka pasrah
Bersyahadat tersendat menahan gumpalan hebat dalam dadanya
Meleleh genangan air dalam kelopak matanya...
Di luar langit hitam-putih tak ada biru
Suara-suara mobil-motor satu-satu menderu
Merasuk hati berdegub seru
:Mayang sebahu paras putih melantun lagu sendu
Merajuk mengurai pandangan sedih mengadu
Tersenyum kelu melihatmu tak jua luluh
Nafas ragu menerjang sungguh
Awan mulai menaburkan gerimisnya
Dingin malam terasa mulai membelai manja
Tepuk tangan merajah wajah yang basah
Berulang sesal asa yang menari-nari di atas kepala
:Tuhan, kenapa Kau biarkan dunia menjadi panglima
Menyeret jasad dalam nafsu amarah
Meninabobokan akal nurani dan hasrat bertemu diri
Ajarkanku mati sebelum mati...
Dalam diri ada kitab suci mengikuti
Sebagai hidayah dan taufik yang dianggap sepi
Melantunkan indahnya surga abadi
Mengelegarkan rajaman neraka siksa pedih
:Tuhan, materi begitu di depan mata
Bijak berakata Ilmu tanpa amal tiadalah guna
Tapi ego berdebat hebat mengutip sepenggal petuah ulama
Rezeki dunia nikmatilah ;jangan disia-sia...
Malam makin tinggi mengharap berjumpa cahaya bulan bintang
Tertatih mencari jalan dalam gelap terbentang
Bisakah Kau pinjamkan (lagi) lilinMu
Untuk menitih shirat kembali padaMu
Sebelum ruh, nafs dan jasad berpisah menemui hisabMu...
Mayang sebahu menerawang ke langit-langit mushola
Menutup mahkotanya dengan mukena
Tatapannya berhenti di tengah mimbar bertulis "Allah"
Seluruh pori-pori tubuhnya terbuka pasrah
Bersyahadat tersendat menahan gumpalan hebat dalam dadanya
Meleleh genangan air dalam kelopak matanya...
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