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Ditemukan 1181 dokumen yang sesuai dengan query
cover
Macaulay, Steve
Jakarta: Gramedia Pustaka Utama, 1997
658.812 MAC ht
Buku Teks  Universitas Indonesia Library
cover
Shi, Leiyu
New York: Delmar Cengage Learning, 2008
362.1 SHI h
Buku Teks  Universitas Indonesia Library
cover
Algie, Jimmy
London: kogan page, 1975
361 ALG s
Buku Teks  Universitas Indonesia Library
cover
Chryshnanda Dwi Laksana
Jakarta: Yayasan Pengembangan Kajian Ilmu Kepolisian, 2009
363.2 CHR p
Buku Teks  Universitas Indonesia Library
cover
Harris, Elaine K
Boston: Pearson , 2013
658.812 HAR c (1)
Buku Teks  Universitas Indonesia Library
cover
Aaron, Henry J.
Washington, DC: Brookings Institution, 1991
338.4 AAR s
Buku Teks  Universitas Indonesia Library
cover
Thomas, Ann
Abstrak :
Who would've thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, "Delivering Knock Your Socks Off Service" has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: exceeding customer needs and expectations; determining the right times to bend or break the rules; becoming fantastic fixers and powerful problem-solvers; using the RATER factors to wow your customers; understanding cultural and generational differences; becoming a listening post; and, coping effectively with "customers from hell". With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.
New York: [American Management Association;, ], 2012
e20436821
eBooks  Universitas Indonesia Library
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Kamin, Maxine
Abstrak :
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
cover
Albrecht, Albrecht
Abstrak :
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
cover
Gallagher, Richard S.
Abstrak :
What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. "What to Say to a Porcupine" takes twenty humorous stories based on Aesop's fables and uses them to illustrate fundamental principles of good customer service. This charming, delightful guide follows each story with a short discussion rich with real-world-examples and illuminating topics from, building customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide anyone involved in customer service will want to add to their library.
Philadelphia: American Management Association, 2008
e20448613
eBooks  Universitas Indonesia Library
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