Page 10 - Fitted Behaviour
P. 10
WHAT IS FITTED BEHAVIOR?
Behavior:
o The way in which one acts or conducts oneself, especially toward others
o A response of an individual or group to an action, environment, person, or stimulus
Fitted:
o shaped to conform to the lines of the body
Fitted Behavior:
o Values) The Telkom Way in which one acts or conducts oneself, especially toward others
or customers
The Telkom Behaviour Do’s and Fitted
Way Don’ts Behaviour
WHY FITTED BEHAVIOR IS IMPORTANT?
Memberikan guideline bagi para petugas layanan dalam berperilaku saat memberikan
layanan kepada pelanggan TELKOM.
CX fitted behaviors are identified based on desired customer experience and Telkom
employees’ desired
Behaviors
OUTSIDE : CUSTOMERS INSIDE : EMPLOYEE
1. Keinginan Pelanggan 2. Perilaku Karyawan Telkom Grup
KEY BEHAVIOUR
(Imagine, Focus, Action)
FAST ( CEPAT ) PRACTICE TO BE A WINNER
RELIABLE ( ANDALAN ) IDENTITY
FITTED CORE VALUES
(Solid, Speed,Smart)
BEHAVIOUR PRINCIPLES TO BE THE STAR
CONVENIENT ( MUDAH )
BASIC BELIEP : ALWAYS THE BEST
INNOVATIVE ( INOVASI ) (Integrity, Enthusiasm, Totality)
PHILOSOPHY TO THE BEST
survey NPS 2018
5
