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Hasil Pencarian

Ditemukan 4246 dokumen yang sesuai dengan query
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Lucas, Robert W.
[place of publication not identified]: [publisher not identified], [date of publication not identified]
658.812 Luc c
Buku Teks  Universitas Indonesia Library
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Kasmir
Jakarta: RajaGrafindo Persada, 2005
174.4 KAS e
Buku Teks  Universitas Indonesia Library
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Kasmir
Jakarta: RajaGrafindo Persada, 2005
658.8 KAS e
Buku Teks  Universitas Indonesia Library
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Lucas, Robert W.
"Contents :
The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index."
New York: McGrow-Hill, 2015
658.812 LUC c
Buku Teks  Universitas Indonesia Library
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Delvin, Kimberly
Alexandria: ATD Press, 2015
658.812 DEV c
Buku Teks  Universitas Indonesia Library
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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""
New York: American Management Association, 1998
e20440863
eBooks  Universitas Indonesia Library
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Anderson, Kristin
"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."
New York: American Management Association, 1992
e20440816
eBooks  Universitas Indonesia Library
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Rusmiantinigsih
"Tulisan ini memaparkan bagaimana tantangan perpustakaan untuk memberikan layanan yang memuaskan pemustakanya. Karena cakupan sebuah layanan perpustakaan luas, tulisan ini mengkhususkan bagaimana seorang pustakawan memberikan performa yang baik dalam pelayanan yang berorientasi kepuasan pemustaka. Paparan singkat dan contoh-contoh dalam tulisan ini akan sangat membantu pustakawan untuk meningkatkan kemampuan "customers service" yang dimiliki. Hal itu akan mempengaruhi ketercapaian tujuan sebuah perpustakaan, yakni kepuasan pemustaka."
Jakarta: Perpustakaan Nasional RI, 2015
VISI 17:3 (2015) (1)
Artikel Jurnal  Universitas Indonesia Library
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Kamin, Maxine
"Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to ensure that front line professionals as well as customer service managers focus on the key practices that keep and create satisfied customers. Beginning with a focus on individual motivation for service, Maxine Kamin covers all the bases critical for success from trust and relationship building to maintaining a big picture perspective to avoid burn out on the job."
Alexandria, Virginia: American Society for Training & Development, 2010
e20441052
eBooks  Universitas Indonesia Library
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Albrecht, Albrecht
"This issue explains that service management is a total organizational approach that makes customer-perceived value the driving force of a business. Inside you will find models and guidelines that help move an organization toward a customer-focused orientation."
Alexandria, VA: [American Society for Training & Development Press;, ], 2001
e20435505
eBooks  Universitas Indonesia Library
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