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
- Ask about needs
- Offer Help
- Listen your customer well
- Understand the Meaning
- Solve their problems
immediately and as best as
possible
- Cuek dan cemberut
- Membuat customer menunggu terlalu lama
- Melempar pertanyaan/komplain customer ke
orang lain karena tidak bersedia
menjawabnya
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?
sigitsabtadi@gmail.com
+62 813 1860 2926

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