Ditemukan 51 dokumen yang sesuai dengan query
Zemke, Ron
Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become...
New York: [American Management Association, ], 2000
e20438120
eBooks Universitas Indonesia Library
Azar, Brian, author
"Becoming truly successful in sales involves a journey. Along the way, sales professionals must confront challenges involving attitudes, perceptions, and mental barriers as they learn how to work with clients and manage their own careers...
New York: [American Management Association, ], 2004
e20437907
eBooks Universitas Indonesia Library
Gallagher, Richard S., author
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to...
New York: [American Management Association, ], 2013
e20437354
eBooks Universitas Indonesia Library
Baus, Herbert M
New York: Harper & Brothers, 1948
659 BAU p
Buku Teks Universitas Indonesia Library
Dyche`, Jill, author
Boston: Addison-Wesley, 2002
R 658.812 DYC c
Buku Referensi Universitas Indonesia Library
Cherry, Paul, author
Simply knowing the right questions to ask can make the difference between finalizing a sale or losing it. Most salespeople have extensive knowledge of their products, but many fail to ask the questions that will help them uncover the real needs of their customers...
New York: American Management Association, 2006
e20441516
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-, author
Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company?s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions...
Philadelphia: Society for Industrial and Applied Mathematics, 2007
e20443400
eBooks Universitas Indonesia Library
Stanley, Colleen, author
Even skilled sales people buckle in tough selling situations - getting defensive with prospects who challenge them on price or too quickly caving to discount pressure. Those are examples the fight-or-flight response - something sales people learn to avoid when they build their emotional intelligence. Studies have shown that emotional...
New York: American Management Association, 2013
e20436850
eBooks Universitas Indonesia Library
Anderson, Kristin, author
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...
New York: American Management Association, 1992
e20440816
eBooks Universitas Indonesia Library
Boston: Harvard Business School Publication, 2001
658.812 HAR
Buku Teks Universitas Indonesia Library
