Description

Customer Satisfaction with a company affected by how far the products and services provided to customers, whether it has been able to fulfill, and even exceed the needs, desires, and expectations of customers. In addition, the customer experience in interacting with the company also will help determine changes in their perceptions of the company. Measuring the level of customer satisfaction on a regular basis is needed by the company to find out how far the company’s performance in fulfilling the needs, desires, and expectations of customers. In addition, the company will also get important information about how far the strengths and weaknesses (gap) company in competition, which is certainly very important for a strategic step forward. Measurement and management level of customer satisfaction is very important for companies to build successful businesses, up to the demands for monitoring and evaluating the customers’ perception of products and services regularly becomes one of the requirements of ISO 9001: 2000.

 

Objectives

After this training, participants are expected to:

    1. Understand the customer satisfaction and the need to conduct customer satisfaction measurement.
    2. Understand the core stages of customer satisfaction measurement
    3. Implement customer satisfaction measurement and management

 

Outline

    1. Satisfaction and Customer Loyalty
    2. Customer Identification and Point Interaction
    3. Satisfaction Dimensions Products and Services
    4. Gap Analysis, Cycle of Service and effectiveness of complaints handling.
    5. Measurement Method
    6. Quantitative Techniques: learn the techniques of quantitative customer survey
    7. Designed a questionnaire and the test
    8. 7 Sampling: Type and Size
    9. Analysis and Data Interpretation (Statistics)
    10. Improvement Strategy and Action Plan

 

Participants

Personnel who can follow the training that is staff, supervisors, managers or upper level of Division Customer Service, Quality Assurance, Marketing, Production, and other parties responsible for the customer satisfaction, or anyone who wants to increase knowledge about the training.

Time

Place

    • Ibis Style Hotel Yogyakarta
    • Gino Feruci Hotel Bandung
    • Sofyan Betawi Menteng Hotel Jakarta
    • Ibis Style Kuta Circle Hotel Bali
    • In House Training*

 

The Facility and investment

    • The facility: Hard Copy Material, USB Flash disk, Training Kits, Coffee Break & Lunch, Certificate, Photo Group, Souvenir
    • Investment of Rp. 6000.000,- (Six million rupiah) per participants nonresidential
    • The price is not including taxes

 

E-Learning

    • Using the Zoom Application
    • The facility: Hard & Soft Copy File, USB Flashdisk, Training Kits, Certificate, Souvenir
    • Investment of 4.000.000,- (four million rupiah) per participants nonresidential
    • The price is not including taxes

 

Instructor

Yunita Anggarini,  M.Si and Team

 

*For more information please contact Customer Service

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    Measurement and Evaluation of Customer Satisfaction
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