CUSTOMER SATISFACTION MANAGEMENT
Customer Satisfaction Management
Duration : In Class Training : 2 Days (16 Hours)
Menjawab Masalah Apa
Ketatnya persaingan industri pemasaran
untuk jasa dan produk yang kian tajam saat ini
menuntut perusahaan untuk dapat memberikan
produk serta layanan yang prima kepada para
pelanggannya. Untuk menghasilkan kualitas
layanan yang prima tersebut diperlukan sistem
layanan yang terintegrasi, yang meliputi layanan
front stage maupun dukungan backstage dari
suatu perusahaan.
Selain itu perusahaan juga perlu mengetahui
kualitas layanan, mengevaluasi persepsi
pelanggan terhadap produk dan pelayanan
dengan berbagai metode riset yang terintegrasi
pada setiap rangkaian layanan yang diperoleh
dari gambaran service blueprint (cetak layanan).
Hal ini juga telah menjadi salah satu persyaratan
di dalam ISO 9001:2008. Dari hasil review ataupun
penilaian pelanggan tersebut, perusahaan
dapat melakukan perbaikan dan peningkatan
pada proses layanan yang akan menghasilkan
kepuasan pelanggan dan secara tidak langsung
akan berujung pada loyalitas pelanggan dan
berkorelasi positif pada peningkatan profit
perusahaan.
Manfaat Apa yang Anda Peroleh
Setelah selesai mengikuti program ini, peserta
diharapkan mampu:
1. Memahami tentang konsep kepuasan
pelanggan terpadu
2. Memahami dan mampu membuat service
blueprint
3. Memahami pentingnya melakukan
redesign terhadap service blueprint untuk
meningkatkan kualitas layanan
Apa Saja yang Dibahas
1. Pengenalan Konsep Pengelolaan Sistem
2. Contoh-contoh best practice dari perusahaan
dengan customer satisfaction management
yang unggul
3. Penyusunan Service Blueprint
Duration : Live Virtual Training : 3 Days (9 Hours)
Problems to Be Addressed
The intense competition in the marketing
industry for services and products that
is increasingly sharp nowadays requires
companies to provide excellent products and
services to their customers. An integrated service
system is needed to produce this prime service
quality, which includes f ront stage services and
backstage support f rom a company.
Besides, companies also need to know
the quality of services, evaluate customer
perceptions of products and services with
various integrated research methods in each
set of services obtained f rom the service
blueprint (print service) description. This is
also a requirement in ISO 9001: 2008. From the
results of customer reviews or assessments, the
company can improve and improve the service
process that will result in customer satisfaction
and indirectly lead to customer loyalty, and
positively correlate with increasing company
profits.
Objectives
Having attended this program, the participants
are expected to be able to:
1. Understand the concept of integrated
customer satisfaction
2. Understand and able to design service
blueprint
3. Understand the importance of redesigning of
service blueprint to improve service quality
Subjects Covered
1. Introduction to System Management Concept
2. Best practice examples from a company with
excellent customer satisfaction management
3. Designing Service Blueprint
4. Konsep Kepuasan Pelanggan
5. Desain Riset Pengukuran Kepuasan
Pelanggan
6. Desain Kuesioner Pengukuran Kepuasan
Pelanggan
7. Teknik Analisis Hasil Pengukuran Kepuasan
Pelanggan
Siapa Saja yang Perlu Ikut
• Manajer penjualan/pemasaran
• Supervisor penjualan/pemasaran
• Manajer Customer Relationship Management
(CRM)
• Supervisor Customer Relationship
Management (CRM)
• Pihak-pihak lain yang bertanggung jawab
terhadap kepuasan pelanggan
Program Terkait
Durasi
In-class Training 2 hari (16 jam)
Live Virtual Training 3 hari (9 jam)
IDR 5.800.000
In-Class Training
4. Customer Satisfaction Concept
5. Customer Satisfaction Measurement
Research Design
6. Designing a Customer Satisfaction
Measurement Questionnaire
7. Analysis Technique in Measuring Customer
Satisfaction Results
Who Should Attend
• Sales/Marketing Manager
• Sales/Marketing Supervisor
• Customer Relationship Management (CRM)
Manager
• Customer Relationship Management (CRM)
Supervisor
• Other parties responsible for customer
satisfaction
Related Program
Duration
In-class Training 2 days (16 hours)
Live Virtual Training 3 days (9 hours)
IDR 3.500.000
Live Virtual Training