Customer
Engagement
Presented : by Sigit Sabtadi
You as a customer
Tell us about the best service you have
ever experienced. .
2
You as a customer
Tell us about the worst service you have
ever experienced. .
3
Who?
Who is the Customer ?
Who is your Customer ?
4
“Adalah Individu atau rumah tangga yang berbelanja
atau mendapatkan produk barang atau jasa untuk bisa
dikonsumsi sendiri.”
—Philip Kotler
5
Types of Customers
01 Internal Customer
02 Eksternal Customer
6
Why customer leave us
10% Price
Better Price Elsewhere
15% Product
Dissatisfaction Product
75% Service
Poor Serice
7
Bad Customer Service
Customer expectations Customer get
Good Customer Service
Customer expectations Customer get
Excellent Customer Service
Customer expectations Customer get
- 3S - Cuek dan cemberut
- Ask about needs - Membuat customer menunggu terlalu lama
- Offer Help - Melempar pertanyaan/komplain customer ke
- Listen your customer well orang lain karena tidak bersedia
- Understand the Meaning menjawabnya
- Solve their problems
immediately and as best as
possible
11
Fact About Customer
Important
The most important thing in any business
Depend
They don't depend on us but we need them
Need Respect
Customers not only make money for us, but they also have feelings
that need to be treated well and with respect.
Serve Them
They come with their needs and desires, and our job is to serve them
12
Fact About Complain
Dissatisfied
A dissatisfied customer will tell 8-10 people
about his dissatisfaction
Answer The Complaints
7 out of 10 customers who complain will collaborate with
again if you are able to answer their complaints
Resolve Right Away
If you can resolve their complaints right away, then 95%
of the time they will cooperate with you again.
13
Listen
Apologize
Listen carefully to the
complaints made and Apologize for customer errors
understand what they mean and inconvenience
Empathy Thanks
Give empathy, feel as if you Thanks the customer for the complaint
are in the customer's position submitted
Don't take customer complaints to heart!! 14
STARS
S: Sapa customer dengan ramah
T: Tanyakan keperluannya
A: Atasi permasalahannya
R: Respect customer
S: Sampaikan terimakasih
Thanks!
Do you have any questions?
[email protected] +62 813 1860 2926
CREDITS: This presentation template was created by
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