Ditemukan 49 dokumen yang sesuai dengan query
Zemke, Ron
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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 your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks ...
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New York: [American Management Association, ], 2000
e20438120
eBooks Universitas Indonesia Library
Azar, Brian
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"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 ...
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New York: [American Management Association, ], 2004
e20437907
eBooks Universitas Indonesia Library
Gallagher, Richard S.
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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 turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral ...
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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
Stanley, Colleen
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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 intelligence (EI) is a strong indicator of success. In "Emotional Intelligence for Sales Success", sales trainer and expert Colleen Stanley shows how closely EI is ...
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New York: American Management Association, 2013
e20436850
eBooks Universitas Indonesia Library
Cherry, Paul
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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 ...
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New York: American Management Association, 2006
e20441516
eBooks Universitas Indonesia Library
Evenson, Renee, 1951-
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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 -- some fast help is needed. ...
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Philadelphia: Society for Industrial and Applied Mathematics, 2007
e20443400
eBooks Universitas Indonesia Library
Dyche`, Jill
Boston: Addison-Wesley, 2002
R 658.812 DYC c
Buku Referensi Universitas Indonesia Library
Mirza S. Mashudi
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Jumlah komunitas kendaraan roda dua saat ini semakin meningkat, namun komunitas-komunitas hanya sedikit memperoleh dukungan dari pihak produsen. Hal ini sangat berbeda dengan yang dilakukan oleh produsen Harley Davidson yang mempergunakan komunitas pelanggan untuk meningkatkan keterlibatan konsumen terhadap produk dan Ioyalitas pelanggan.
Penelitian ini bertujuan untuk mengetahui aktivitas pelanggan dalam komunitas terhadap Ioyaiitas pelanggan. Tipe penelitian ini adalah deskriptif analisis dengan pendekatan kuantitatif.
Profil anggota komunitas digunakan untuk memperoieh gambaran tentang demografi anggota komunitas pada segmen 100 ...
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Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2006
T22264
UI - Tesis Membership Universitas Indonesia Library
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2005
S4897
UI - Skripsi Membership Universitas Indonesia Library
