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KEPUASAN PELANGGAN
Bagaimana mengelola kepuasan pelanggan Customer focus, Partnership , lakukan pengukuran kepuasan pelanggan Evaluasi dan Ti...
Pelayanan prima Physical Performance Apakah penampilannya prima Service Delivery Apakah penyampaiannya prima Competency Ap...
Disiplin: Ketepatan dan kecepatan memberi respons thd instruksi dan petunjuk Respek dan kourtesi thd rekan kerja Kemampuan...
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Easy to...
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Reliabi...
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Phone, ...
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Underst...
Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Ease an...
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Kepuasan pelanggan

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Kepuasan pelanggan

  1. 1. KEPUASAN PELANGGAN
  2. 2. Bagaimana mengelola kepuasan pelanggan Customer focus, Partnership , lakukan pengukuran kepuasan pelanggan Evaluasi dan Tindak lanjuti Excellent performance: Excellent Service Excellent Systems Information quality
  3. 3. Pelayanan prima Physical Performance Apakah penampilannya prima Service Delivery Apakah penyampaiannya prima Competency Apakah kemampuannya prima Pelayanan prima Pelayanan yang memuaskan pelanggan Product Service Information
  4. 4. Disiplin: Ketepatan dan kecepatan memberi respons thd instruksi dan petunjuk Respek dan kourtesi thd rekan kerja Kemampuan bekerja harmonis dengan rekan kerja Penampilan fisik yang prima: tata rambut, pakaian seragam, make up, kuku, sepatu, postur tubuh, berat badan kebersihan diri, kerapihan, cara senyum, cara berjalan, cara bertutur kata, penggunaan dan kepekaan thd bahasa tubuh Kompetensi yang prima: Pemahaman terhadap tugas dan pekerjaan Pemahaman dan keterampilan dalam menjalankan asuhan/tindakan klinik Delivery of services yang prima: Kerelaan untuk melayani, kepedulian, Kecepatan memberi respons dalam pelayanan, Kesediaan untuk membantu klien, Percaya diri, dan kesabaran Profesional dalam menyampaikan Pelayanan Ketaatan pada prosedur Produktivitas dan Hasil kerja yang prima
  5. 5. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures
  6. 6. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Easy to Contact departments Information Readily available Service Available When needed Service Available Where needed Location convenience
  7. 7. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Reliability Of products /services Range of Service offered Time to obtain Services, Timeliness Cost/value Of money Efficacy Of treatment/ services
  8. 8. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Phone, fax E-mail, mail Environment attractiveness Sign-age
  9. 9. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Understanding Customer needs Competent to meet customer needs Willingness to meet Customer needs Polite & Courteous
  10. 10. Ukuran-ukuran kepuasan pelanggan Customer Satisfaction Convenience Results (Outcomes) Environment Staff Procedures Ease and Convenience Of process Speed and duration of process Responsiveness to individual needs Information About progress

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