In this presentation, I distilled the myths in delivering service excellence, and break down into step by step actionable actions

1. Delivering
Service Excellence
in Start Up
GADE MEET UP
by Tantia Dian

2. TANTIA DIAN
VP OF OPERATIONS, ALODOKTER
(2016 - NOW)
HEAD OF CUST. OPS, TRAVELOKA
(2014 - 2016)

3. 60 % > 98 %
TRAVELOKA RECAP
2 hrs > 15 mins
Telephone Answer Rate
Email Answer speed
24 hrs > 1 hr
Case Solving Time

4. CUST. OPS TEAM
SEBAGAI WAJAH PERTAMA TRAVELOKA
TOP NOTCH
SERVICE
RELIABILITY SECURITY

5. Building
Blocks
People
Process
Technology

6. BUSTTHEMYTH # 1
Service Excellence is Not
Customer Service's Job Only

7. ALODOKTER SERVICES
BAGAIMANA KUALITAS PARIPURNA DIBERIKAN PADA
SETIAP LAYANAN
Hospital /
Doctor
Booking
Search Chat Insurance

8. IT TAKES A VILLAGE!
OPS TEAM
Memastikan pelaksanaan
secara oeprasional tepat
sesuai SLA
CUSTOMER ORIENTATION
PRODUCT TEAM
Memastikan produk yang
mudah digunakan melalui
UI / UX
MEDICAL TEAM
Memastikan semua layanan
aman secara medis
PARTNERSHIP TEAM
Membangun kerjasama bisnis
dengan partner yang tepay
MARKETING TEAM
Memastikan komunikasi yang
tepat dengan pelanggan
DATA TEAM
Memastikan setiap tahapan ter
monitor dengan baik

9. BUSTTHEMYTH # 2
Service excellence is not the
end of the journey, it's the
entire journey

10. EXCEPTIONAL
CUSTOMER
EXPERIENCE
PILLARS
DESIGN
CULTURE
INSIGHTS

11. Each Touchpoint as Integral Experience
and thoroughly Measured
PILLAR #1 : DESIGN

12. FIVE TOUCHPOINTS
PRE-
TOUCH
Product
Display
FIRST-
TOUCH
CORE-
TOUCH
LAST-
TOUCH
IN-
TOUCH
Digital Ads/
Branding
Product
selection to
payment
Check out
page
Customer
Loyalty Program

13. Mission of serving people in an
authentic way
PILLAR #2 : CULTURE
You win good people by being good people

14. What People Love and What They Hate
PILLAR #3 : INSIGHTS
And continously iterate

15. BUSTTHEMYTH # 3
It's not enough to deliver
what customer expects

16. TRANSFORMING
HEALTHCARE
Layanan prima tanpa
mengorbankan
keamanan secara medis

17. MEANINGFUL DATA
ACTIONABLE INSIGHTS
MEASUREABILITY
Technology as Power

18. Inovasi
dengan
memetakan
perjalanan
pelanggan

19. Summary
Service excellence is not
customer service job's only
Service excellence is not the end
of the journey, it's the entire
journey
It's Not enough to deliver only
what customer expects

20. STAY CONNECTED
FOR INQUIRIES
tantia dian
Linkedin
tantia90@gmail.com
Email Address
tantia dian
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