Ditemukan 40 dokumen yang sesuai dengan query
Lucas, Robert W., author
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...
London: McGraw-Hill, 2005
658.812 LUC c (1)
Buku Teks Universitas Indonesia Library
Bell, Chip R., author
Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their...
New York: [American Management Association;, ], 2007
e20440560
eBooks Universitas Indonesia Library
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
Extensively updated and expanded, one of the bestselling front-line customer service books ever published is now even better Keeping up with today's tougher and more demanding marketplace, Delivering Knock Your Socks Off Service is packed with all new techniques to help readers successfully work with even the most difficult customers...
New York: [American Management Association, ], 2007
e20438044
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
Sihaloho, Ifka Desy A., author
Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh customer perceived value terhadap word of mouth oleh pelanggan Garuda Indonesia di Depok. Penelitian ini menggunakan pendekatan kuantitatif. Sampel penelitian ini adalah 100 Pelanggan Garuda Indonesia di Depok dengan menggunakan metode non-probability sampling serta teknik accidental. Instrumen penelitian ini menggunakan kuesioner dan...
Depok: Universitas Indonesia, 2012
S-Pdf
UI - Skripsi (Open) 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
Aritonang, Lerbin R., author
Jakarta : Gramedia, 2005
658.834 ARI k
Buku Teks 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
Gallo, Carmine, 1965-, author
This title is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple's retail space, and extensive research into the company's training programs.
Acknowledgments Introduction: Enriching Lives Part I: Inspiring Your Internal Customer Chapter 1: Dream Bigger Chapter 2:...
New York: McGraw-Hill, 2012
658.812 GAL a
Buku Teks Universitas Indonesia Library
