IMPLEMENTASI PROGRAM PELATIHAN SERVICE EXCELLENCE TERHADAP KARYAWAN ABURI KITCHEN CEMPAKA PUTIH UNTUK MENINGKATKAN PEMAHAMAN PELAYANAN PELANGGAN

This study aims to describe the implementation of a Service excellence training program at Aburi Kitchen Cempaka Putih. The research employed a descriptive qualitative approach using the Participatory Learning and Action (PLA) method through Workshops and mentoring activities. Data were collected through observation, interviews, documentation, and questionnaires. Data analysis was conducted participatively through the stages of data categorization, identification of findings, data presentation, reflection, and conclusion drawing. The results showed that the Service excellence Workshop and mentoring activities were implemented according to the planned stages. Through these activities, participants gained an understanding of Service excellence concepts, particularly in communication, service attitude, and the application of service practices in the workplace. Although the level of participation was not evenly distributed, the Workshop and mentoring activities contributed positively to participants’ understanding of customer service. Therefore, Workshop-based training and mentoring programs can serve as an effort to support employees’ understanding of customer service in the workplace.
Keywords: Service excellence , training, mentoring, employee understanding, PLA.

Penelitian ini bertujuan untuk mendeskripsikan pelaksanaan program pelatihan Service excellence di Aburi Kitchen Cempaka Putih. Penelitian menggunakan pendekatan kualitatif deskriptif dengan metode Participatory Learning and Action (PLA) melalui kegiatan Workshop dan pendampingan. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dokumentasi, dan kuesioner. Analisis data dilakukan secara partisipatif melalui tahapan pengelompokan data, identifikasi temuan, penyajian data, serta refleksi dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa Workshop dan pendampingan Service excellence telah terlaksana sesuai dengan tahapan yang direncanakan. Melalui kegiatan tersebut, peserta memperoleh pemahaman mengenai konsep Service excellence , terutama dalam aspek komunikasi, sikap pelayanan, dan penerapan pelayanan dalam situasi kerja. Meskipun tingkat partisipasi peserta belum merata, kegiatan Workshop dan pendampingan memberikan kontribusi positif terhadap pemahaman peserta mengenai pelayanan pelanggan. Dengan demikian, program pelatihan berbasis Workshop dan pendampingan dapat menjadi salah satu upaya untuk mendukung pemahaman karyawan terhadap pelayanan pelanggan di lingkungan kerja.
Kata Kunci: Service excellence , pelatihan, pendampingan, pemahaman karyawan, PLA.