Customize Customer Satisfaction

1. Muhammad Alfian Muzakki, Amd.Ro, S.Psi, MBA
December 7th, 1984
Educational
The Faculty of Psychology, UGM (2002)
Refraksi Optisi STIKES HAKLI Semarang (2006)
Master of Business Administration, UGM (2009)
Experiences
Optik Zac’O and PakJo, Owner and Optometrist
Head of Diploma Program, D3 Optometri Poltekkes Ummi Khasanah
Head Of Departemen 2 PP IROPIN 2021-2026

2. Optimize Your Customer Satisfaction

3. “A person’s judgment of a product's perceived
performance in relationship to expectations. If
performance falls short of expectations, the customer
is disappointed. If it matches expectations, the
customer 11 is satisfied. If it exceeds them, the
customer is delighted”
(Kotler and Keller, 2016)
Customer Satisfaction is..

4. Customer
Satisfaction
Behavior
Affection
Cognition

5. Service & Product Satisfaction

6. Have to do..
Upgrade
your skills
Selling the
experience
Be
professional
be different

7. Make your customer comfortable
Good communication
Know your customers and their feeling
Empathy
Ensoul your customer with positive words
Your are an expert consultant

8. Complaint Handling..
Is it bad or good
news?
Customer care
about us
Customer don't
care about us

9. Keep
smiling
Stay calm
Be a good
listener
Apologize
Don’t
counter
Give the
solution
Complaint Handling..

10. SAD HAPPY
From.. To..
Complaint Handling..

11. “Your most unhappy customers are your
greatest source of learning.”
Bill Gates