Public Relations and

Customer Satisfaction

Octdy Hendrawan

Patra Jasa Hotel

Selasa 30 Agustus 2016
 Fact
• 96% unsatisfied customer will not willing to
say about their disappointment. They will not
trust your service anymore.

• Compliant is opportunity!! Not a Problem!! .

Your loyal customer will complaint on a first
opportunity.

• Your loyal customer loves your product. That’s

the reason why they want you to be better.
 Goals Intersect
Public Relations’ s goal is to establish and
maintain the company’s good reputation.

Customer’ s goal is to get service inline with

their expectation.

“Unhappy customers can smear a company’s

reputation”.
 Irritate Customer Caused
• Long Turn Around Time
• Information not 100% correct
• Internal Rules, Policies, Regulations,
Restrictions & Limited Resources.
• No alternative and solution
• Consistency
Service Marketing Concept
Customer Journey Management
 Customer Touchpoint
• Touchpoint, what your customer feel, smell,
hear, touch, see about your product and
service
• Every touchpoint with your customers has the
potential to either build loyalty or breed
dissatisfaction
• Many hospital do not concern about their
touchpoint
 Solutions
• The way you solve or minimize the problem
• Not all complaint can be solved, but a part of
it can satisfy your customer.

Some Solutions:
• Refund Payment
• Compensation
• Service repetition
• Service Value adding
Got a complaint about a product or
service and you’re not getting
anywhere with their customer care
hotline? Tweet about it!
 3 Ways Public Relations
Can Collaborate Better
1. PR and Customer Service Departments
should be actively involved with each other.
2. Customer service and social media manager
roles are merging.
3. Reiterate that PR and customer service are
part of everyone’s job description.
– The roles of interfacing with individual customers
and a company’s publics belong to every
employee of the company.
 PR & Crisis Management.
• This is the management of your communications activities
during a challenge to your integrity, the integrity of your
hospital or a disaster.

• A sound crisis communications management plan is

essential to any marketing plan because negative
communications during a crisis can have long-lasting,
damaging consequences from which you or your hospital
may never recover.

• Have a Protocol for Crisis Management or Incident.

Example:
– Marriott International’s “A Hotel Marketer’s Guide To Crisis
Communications Management” manual
– Siloam Corporate policy “Incident Report Manual”
Your customers’ level of
satisfaction affects your company’s
reputation. So good customer
service is good PR.
 “Take Care Your
Employees and They Will
Take Care of Your
Customers”

Service comes from internal satisfaction, let’s make

good internal culture for your customer satisfaction