Ditemukan 7 dokumen yang sesuai dengan query
Lucas, Robert W., author
[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., author
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:...
Alexandria, Virginia: American Society for Training and Development, 2010
e20440999
eBooks Universitas Indonesia Library
Lucas, Robert W., author
Alexandria, VA: ASTD Press, 2010
658.312 LUC e (1)
Buku Teks Universitas Indonesia Library
Lucas, Robert W., author
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...
New York: McGrow-Hill, 2015
658.812 LUC c
Buku Teks Universitas Indonesia Library
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
Lucas, Robert W., author
New York : Amacom , 2005
658.312 4 LUC p (1)
Buku Teks Universitas Indonesia Library
Lucas, Robert W., author
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...
New York: American Management Association, 2001
e20440433
eBooks Universitas Indonesia Library
