On the other hand, fulfilling the customer’s expectation may be based on their complaints, customer complaints can be an opportunities for school to improve their quality. Effectively dealing with these complaints cannot only appease the unhappy customer but also build loyalty in the eye of happy customers and make them fearless to share their feelings. However, in fact, there are a lot of unhappy students don't dare give their complaints for the program, partly because they think the complaints will not be met, the other part is because they feel shy to share the view with the teacher or the admin staff. I found that an existing regularly complaints is the ITP program does not have many extracurricular activities associated with local program at the Banking Academy; this creates a lack of dynamism as well as lack of soft skills for ITP students. On the other hand, a study noted that ‘employers prefer soft skills rather than technical knowledge in graduates they are recruiting’ (bbc.com, 2014) . In detail, according to a member of International Connection Club (ICC), there are only about 10 students in a total of 160 ITP students of the course F06 (about 6.25%) who participated in the ICC, a club whose mission is to connect ITP student with other faculties in the school through extracurricular activities. The reasons why students do not participate in the clubs are that they do not get much encouragement from the school and have to spend too much time for the assignments. Thereby, the program should consider organize regular extracurricular activities for students, with reasonable time to students not only meets the requirement of the assignment but also make them feel comfortable to participate in these activities, besides giving the rewards in the activity can attract more students to