Ditemukan 7 dokumen yang sesuai dengan query
Lucas, Robert W.
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Features how-to topics for the customer service professional. This title covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. It emphasises on dealing with customer service problems and how to handle conflicts and stress ...
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London: McGraw-Hill, 2005
658.812 LUC c (1)
Buku Teks Universitas Indonesia Library
Lucas, Robert W.
New York : Amacom , 2005
658.312 4 LUC p (1)
Buku Teks Universitas Indonesia Library
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
Lucas, Robert W.
Alexandria, VA: ASTD Press, 2010
658.312 LUC e (1)
Buku Teks Universitas Indonesia Library
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 -- ...
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New York: McGrow-Hill, 2015
658.812 LUC c
Buku Teks Universitas Indonesia Library
Lucas, Robert W.
"
Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical ...
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New York: American Management Association, 2001
e20440433
eBooks Universitas Indonesia Library
Lucas, Robert W.
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Contents :
- Preface
- Introduction
- Chapter 1: Assessing and addressing learners' needs
- Chapter 2: Creating memorable events
- Chapter 3: Developing powerful learning aids
- Chapter 4: Creating a stimulating environment
- Chapter 5: Starting with a bang!
- Chapter 6: Connecting with learners
- Chapter 7: Getting learners' brains in gear
- Chapter 8: Engaging your learners
- Chapter 9: Keeping it ...
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Alexandria, Virginia: American Society for Training and Development, 2010
e20440999
eBooks Universitas Indonesia Library
