KEPUASAN PELANGGAN

Bagaimana mengelola
kepuasan pelanggan
Customer focus,
Partnership ,
lakukan pengukuran kepuasan pelanggan
Evaluasi
dan
Tindak lanjuti

Excellent performance:
Excellent Service
Excellent Systems
Information quality
Pelayanan prima
Pelayanan yang Physical Performance
Apakah penampilannya
memuaskan prima
pelanggan

Service Delivery Product

Pelayanan
Apakah penyampaiannya Service
prima
prima Information

Competency
Apakah kemampuannya
prima
 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
Disiplin:
Ketepatan dan kecepatan memberi
respons thd instruksi dan petunjuk
Respek dan kourtesi thd rekan kerja
Kemampuan bekerja harmonis
dengan rekan kerja

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

Kompetensi yang prima:

Pemahaman terhadap tugas dan pekerjaan Produktivitas dan
Pemahaman dan keterampilan dalam Hasil kerja yang
menjalankan asuhan/tindakan klinik prima
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)

Easy to Information Service Service

Location
Contact Readily Available Available
convenience
departments available When needed Where needed
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)

Efficacy Reliability Range of Time to obtain

Cost/value
Of treatment/ Of products Service Services,
Of money
services /services offered Timeliness
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)

Phone, fax
Environment
E-mail, Sign-age
attractiveness
mail
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)

Understanding Competent to Willingness Polite

Customer meet customer to meet &
needs needs Customer needs Courteous
 Ukuran-ukuran kepuasan
pelanggan

Customer
Satisfaction

Results
Convenience Environment Staff Procedures
(Outcomes)

Ease and Speed and Responsiveness Information

Convenience duration of to individual About
Of process process needs progress