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PELAKSANAAN
TRAINING
Online, 6-7 April 2021
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Bersama Peserta … Saat PEMBUKAAN ACARA Training
“Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Narasumber (Kanaidi, SE., M.Si) … Saat PEMAPARAN MATERI
Training “Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Bersama Peserta … Saat DISKUSI MATERI Training
“Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Bersama Peserta … Saat Penjelasan Detail Materi
Training “Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Bersama Peserta … Saat PEMAPARAN MATERI Training
“Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Saat Penyampaian KESAN & PESAN Peserta
Training “Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PAM Lyonnaise Jaya (PALYJA) Jakarta
Online, 06 - 07 April 2021
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Bersama Peserta … Saat PENUTUPAN ACARA
Training “Survei KEPUASAN PELANGGAN“
Bersama Karyawan PT PALYJA - Jakarta
Online, 06 - 07 April 2021
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• Persaingan yang semakin ketat menyebabkan
perhatian dan orientasi pada kepuasan pelanggan
menjadi tujuan utama setiap bisnis.
• Survey kepuasan pelanggan terhadap produk atau
jasa yang disediakan perusahaan harus dilakukan
serta dikaji secara rutin, karena menyangkut
pertumbuhan dan perkembangan perusahaan.
DESKRIPSI Training
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Deskripsi …
• Mengingat dengan terciptanya kepuasan pelanggan dapat
memberikan manfaat pada Perusahaan, antara lain:
a. Hubungan yang harmonis antara perusahaan dengan
pelanggan.
b. Pelanggan akan memberikan rekomendasi pada
rekannya secara Word of Mouth (WoM).
c. Terciptanya loyalitas pelanggan sehingga transaksi
berulang kembali.
d. Reputasi perusahaan dan persepsi pelanggan semakin
positif di mata pelanggan.
e. Laba yang diperoleh perusahaan dapat meningkat.
• Informasi aktual mengenai ekspektasi atau harapan
pelanggan dan persepsi pelanggan terhadap produk
atau jasa yang kita tawarkan sangat dibutuhkan sebagai
dasar tindakan perbaikan atau perubahan untuk
mengeliminasi ketidaksesuaian yang telah menimbulkan
ketidakpuasan pelanggan.
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• Untuk itu sudah sepantasnya dipahami secara
mendalam oleh para pelaku usaha/bisnis dan
segenap karyawan, terutama yang mengemban
tugas di bidang marketing dan selling, serta
pelayanan terhadap pelanggan,
• Pelatihan ini akan menyajikan kepada para
peserta materi-materi training yang komprehensif
tentang teknik survey kepuasan pelanggan berikut
analisis statistiknya, agar perusahaan memiliki
informasi dalam pengambilan langkah-langkah
strategis.
Deskripsi …
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Agar peserta dapat memahami secara komprehensif
materi yang diberikan, maka digunakan beberapa aspek
metodologi pembelajaran, antara lain :
• Penyajian/penyampaian materi secara online, dengan
dukungan aplikasi tertentu & multimedia,
• Games & Simulation / role-play,
• Mendiskusikan dan mengevaluasi permasalahan
dengan model case discussion, terkait CUSTUMER
SATISFACTION Suervey – Era Digital 4.0 dalam
prakteknya di Perusahaan.
• Evaluasi pada akhir pelatihan mencakup
kedalaman materi training, manfaat & efektifitas
training, serta rekomendasi dari peserta.
METODE TRAINING
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Materi-Materi TRAINING
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CUSTOMER SATISFACTION
SURVEY
https://www.slideshare.net/KenKanaidi/linklink-
materi-training-customer-satisfaction-survey-survei-
kepuasan-pelanggan
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Link-Link MATERI
CUSTOMER SATISFACTION
SURVEY
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Tujuan Survei
KEPUASAN PELANGGAN
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/tujuan
-pelaksanaan-survei-kepuasan-pelanggan-
customer-satisfaction-survey
Link MATERI … click di …
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Changing
CUSTOMER BEHAVIOR
https://www.slideshare.net/KenKanaidi/changi
ng-customer-behavior-training-survey-
kepuasan-pelanggan
Link MATERI … click di …
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Mengenali
HARAPAN PELANGGAN
https://www.slideshare.net/KenKanaidi/meng
enali-harapan-pelanggan-service-excellence-
training-survey-kepuasan-pelanggan
Link MATERI … click di …
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Mengenal Berbagai
METODE SURVEI
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/meng
enal-berbagai-metode-survey-training-survey-
kepuasan-pelanggan
Link MATERI … click di …
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» Fifth level
Prinsip Dasar
PELAKSANAAN SURVEI
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/prinsi
p-dasar-pelaksanaan-survey-tahapan-survey-
kepuasan-pelanggan
Link MATERI … click di …
22. Click to edit Master title style
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• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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• Third level
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» Fifth level
4/12/2021 22
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• Click to edit Master text styles
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» Fifth level
Click to edit Master title style
• Click to edit Master text styles
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Faktor Penentu
KEPUASAN PELANGGAN
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/faktor-
penentu-kepuasan-pelanggan-training-survey-
kepuasan-pelanggan
Link MATERI … click di …
23. Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
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Click to edit Master title style
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• Third level
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» Fifth level
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Click to edit Master title style
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Click to edit Master title style
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• Third level
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» Fifth level
4/12/2021 23
Click to edit Master title style
• Click to edit Master text styles
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• Third level
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4/12/2021 23
Click to edit Master title style
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Click to edit Master title style
• Click to edit Master text styles
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Berbagai Bentuk Survei
KEPUASAN PELANGGAN
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/berba
gai-bentuk-surveyterkait-dgn-kepuasan-
pelanggan
Link MATERI … click di …
24. Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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4/12/2021 24
Click to edit Master title style
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• Third level
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» Fifth level
4/12/2021 24
Click to edit Master title style
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Menentukan
UKURAN & PERHITUNGAN
https://www.slideshare.net/KenKanaidi/mene
ntukan-ukuran-dan-perhitungandalam-
customer-satisfaction-survey
Customer Satisfaction
Survey
Training
Link MATERI … click di …
25. Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
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• Third level
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» Fifth level
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Click to edit Master title style
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• Third level
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» Fifth level
4/12/2021 25
Click to edit Master title style
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4/12/2021 25
Click to edit Master title style
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Click to edit Master title style
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Analisis Deskriptif &
UJI STATISTIKA
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/analisi
s-deskriptif-dan-uji-statistikapada-survey-
kepuasan-pelanggan
Link MATERI … click di …
26. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
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Click to edit Master title style
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Click to edit Master title style
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Click to edit Master title style
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Writing and Managing
Sustainability Reporting
Writing and Managing
Sustainability Reporting
Project Modeling, Valuation,
Settlement & Operation
Writing and Managing
Report
https://www.slideshare.net/KenKanaidi/penuli
san-dan-penyusunan-laporan-survey-
kepuasan-pelanggan
Customer Satisfaction
Survey
Training
Link MATERI … click di …
27. Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
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Click to edit Master title style
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Click to edit Master title style
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Click to edit Master title style
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Redrafting and Checking
(Make Your Writing Better)
27
Customer Satisfaction
Survey
Training
https://www.slideshare.net/KenKanaidi/redraf
ting-and-checking-atas-laporan-survey-
kepuasan-pelanggan
Link MATERI … click di …
28. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
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Click to edit Master title style
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MATERI LENGKAP (DETAIL) nya:
• Untuk LENGKAPnya penjelasan semua
MATERI … Ikuti TRAINING yang kami
selenggarakan.
29. Click to edit Master title style
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Click to edit Master title style
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RESPON & KESAN PESERTA
30. Click to edit Master title style
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RESPON & TANGGAPAN PESERTA ….
Materi-materi dalam workshop/pelatihan ini
dipandang oleh peserta sangat lengkap dan
bermanfaat.
Dalam pelaksanaannya :
• Cara penyajian materi yang sangat menarik,
• dilengkapi juga dengan contoh-contoh
perhitungan dan analisisnya, serta diulas
juga dengan tip-tip solusi pemecahannya.
• Tersedianya waktu yang leluasa untuk diskusi
yang melibatkan para peserta secara
langsung.
RESPON & KESAN PESERTA
31. Click to edit Master title style
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Penyampaian materi oleh Narasumber/ Pemateri dipandang
oleh peserta sangat bagus dan berkesan, yaitu :
• disampaikan secara runtut dan sistematis,
• disampaikan dengan bahasa sehari-hari yang terasa mudah
untuk dipahami oleh para peserta,
• Penyampaiannya dipandang sangat inspiratif dan
memotivasi bagi para peserta.
• terlebih lagi di sela-sela penyampaian materi dengan
gayanya yang khas juga diselingi dengan jok-jok (humor-
humor) segar, sehingga acara ini terasa hidup dan membuat
para peserta tertarik secara antusias untuk mengikuti sesi
demi sesi kegiatan workshop/pelatihan.
RESPON & TANGGAPAN PESERTA ….
32. Click to edit Master title style
• Click to edit Master text styles
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Pelatihan Terkait SEBELUMNYA
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Click to edit Master title style
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» Fifth level
di Roxy Mas Jakarta (setiap Sabtu, selama bulan April-Juli 2015)
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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45. Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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Click to edit Master title style
• Click to edit Master text styles
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46. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
Click to edit Master title style
• Click to edit Master text styles
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47. Click to edit Master title style
• Click to edit Master text styles
– Second level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
– Second level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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Click to edit Master title style
• Click to edit Master text styles
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48. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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• Third level
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» Fifth level
Click to edit Master title style
• Click to edit Master text styles
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49. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
– Second level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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Click to edit Master title style
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Click to edit Master title style
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50. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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Click to edit Master title style
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Click to edit Master title style
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51. Click to edit Master title style
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
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Click to edit Master title style
• Click to edit Master text styles
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Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
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Click to edit Master title style
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52. Click to edit Master title style
• Click to edit Master text styles
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
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• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
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Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
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» Fifth level
4/12/2021 52
Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
Click to edit Master title style
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
» Fifth level
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