Application Of Excellent Service In Building The Company's Image At PT. PLN (Persero) ULP Medan Kota
Introduction
In today's competitive business landscape, companies are constantly striving to improve the quality of their services to maintain their existence and competitiveness. One key aspect of this effort is building a positive image in the eyes of the community. Customers, as the main capital, play a crucial role in a company's success. This article will discuss the application of excellent service in building the company's image at PT. PLN (Persero) ULP Medan Kota, a state-owned electricity company in Indonesia.
The Importance of Excellent Service
Excellent service is the key to building customer satisfaction. According to Sutedi (2011: 12), excellent service is an effort to complete matters well, both for service apparatus and customers. In the public sector, the lack of application of excellent service and selective logging practices in services can have a negative impact on the quality of service and company image. Therefore, it is essential for companies to prioritize excellent service to build a positive image and maintain customer satisfaction.
PT. PLN (Persero) ULP Medan Kota's Excellent Service Strategies
PT. PLN (Persero) ULP Medan Kota has implemented various excellent service strategies to improve the company's image. One example is the New Mobile PLN, a digital platform that makes it easy for customers to access electricity services. The company also provides VIP space for priority customers. These initiatives demonstrate the company's commitment to providing the best service to its customers.
Customer Satisfaction as the Main Focus
Customer satisfaction is the main focus of PT. PLN (Persero). The company realizes that building a positive image requires a good relationship with customers. According to Bill Canton Dalam Ardianto, et al. (2011: 99), the company's image is a public perception of the company, which is built based on experience with the products or services offered. By prioritizing customer satisfaction, PT. PLN (Persero) can build a positive image and maintain a strong reputation in the market.
Excellent Service Programs at PT. PLN (Persero) ULP Medan Kota
PT. PLN (Persero) ULP Medan Kota actively builds positive images by implementing various excellent service programs, such as:
Changes in Service Buildings
Improve customer safety and comfort when transacting.
Transportation Standardization
Pay attention to the amount, identity, and completeness of transportation operations in all service units.
Digital Service Program
PLN Mobile, Call Center 123, Prepaid Service (Prepaid), Payment Point Online Bank (PPOB).
Co-branding
Providing attractive promos to priority customers.
These programs demonstrate the company's commitment to providing the best service to its customers and building a positive image.
The Importance of Excellent Service in Building Images
Excellent service is one of the keys to the company's success. In addition to increasing customer satisfaction, excellent service can also:
Increasing Customer Loyalty
Customers who are satisfied tend to be loyal customers and recommend companies to others.
Strengthening Brand Image
The positive image of the company can be formed through the positive experience of customers of the services provided.
Increasing Profitability
Customer satisfaction can lead to an increase in company sales and profitability.
Conclusion
The application of excellent service is essential in building the company's image. PT. PLN (Persero) ULP Medan Kota has shown its commitment in providing the best service and building a positive image. By continuing to improve service quality and build strong relationships with customers, PT. PLN (Persero) ULP Medan Kota can achieve its goal to become a trusted energy company in Indonesia.
Recommendations
Based on the discussion above, the following recommendations can be made:
- Companies should prioritize excellent service to build a positive image and maintain customer satisfaction.
- Excellent service programs should be implemented to improve service quality and build strong relationships with customers.
- Customer satisfaction should be the main focus of companies to build a positive image and maintain a strong reputation in the market.
By implementing these recommendations, companies can achieve their goal to become a trusted and reputable organization in the market.
Introduction
In our previous article, we discussed the application of excellent service in building the company's image at PT. PLN (Persero) ULP Medan Kota. In this article, we will answer some frequently asked questions related to excellent service and its application in the company.
Q&A
Q: What is excellent service?
A: Excellent service is an effort to complete matters well, both for service apparatus and customers. It is a key aspect of building customer satisfaction and maintaining a positive image.
Q: Why is excellent service important?
A: Excellent service is important because it can increase customer satisfaction, loyalty, and profitability. It can also strengthen the company's brand image and reputation.
Q: What are some examples of excellent service programs?
A: Some examples of excellent service programs include:
- Changes in Service Buildings to improve customer safety and comfort
- Transportation Standardization to ensure the amount, identity, and completeness of transportation operations
- Digital Service Program to provide easy access to electricity services
- Co-branding to provide attractive promos to priority customers
Q: How can companies measure the effectiveness of excellent service programs?
A: Companies can measure the effectiveness of excellent service programs by tracking customer satisfaction, loyalty, and profitability. They can also conduct surveys and focus groups to gather feedback from customers.
Q: What are some challenges in implementing excellent service programs?
A: Some challenges in implementing excellent service programs include:
- Limited resources and budget
- Resistance to change from employees and customers
- Difficulty in measuring the effectiveness of excellent service programs
Q: How can companies overcome these challenges?
A: Companies can overcome these challenges by:
- Allocating sufficient resources and budget for excellent service programs
- Providing training and support for employees to implement excellent service programs
- Conducting regular surveys and focus groups to gather feedback from customers
Q: What is the role of customer satisfaction in building a positive image?
A: Customer satisfaction is the main focus of companies to build a positive image. By prioritizing customer satisfaction, companies can build a strong reputation and maintain a positive image.
Q: How can companies build a positive image through excellent service?
A: Companies can build a positive image through excellent service by:
- Providing high-quality services that meet customer needs
- Responding promptly to customer complaints and feedback
- Building strong relationships with customers through regular communication and engagement
Conclusion
Excellent service is a key aspect of building customer satisfaction and maintaining a positive image. By implementing excellent service programs and prioritizing customer satisfaction, companies can achieve their goal to become a trusted and reputable organization in the market.
Recommendations
Based on the discussion above, the following recommendations can be made:
- Companies should prioritize excellent service to build a positive image and maintain customer satisfaction.
- Excellent service programs should be implemented to improve service quality and build strong relationships with customers.
- Customer satisfaction should be the main focus of companies to build a positive image and maintain a strong reputation in the market.
By implementing these recommendations, companies can achieve their goal to become a trusted and reputable organization in the market.