Skripsi Manajemen SDM tentang pengaruh kualitas customer Service terhadap kepuasan nasabah pada Bank
The objective of the present study is to evaluate the customer service applied to the pedagogy degree in its night shift. To carry out this research, a population study was applied and a representative sample was calculated using a 95 confidence leve
The water bottle business is characterized by a small number of very large firms and a large number of relatively small players with specific geographic niches. But all bottled water providers share the need for customer service. Lorry Water Supply i
Real Resumes for Customer Service Jobs-VinyFull description
Response to HBR case article "Starbucks: Delivering Customer Service"Full description
CUSTOMER HANDLING AND MANAGEMENT FOR CLIENT FACING PROFESSIONALS
About the Program
Many business leaders and frontline staff know exactly what good customer service looks like. The main challenge in most organizations is that they do not take appropriate action to improve their customer service. Whether or not we take action depends on many factors. Is there a plan of action for service improvement? Is everyone aware of it? Have the standards of service to be observed in order to keep the promises made to customers been set and communicated? Are the desired attitudes and behaviours obvious to everyone? Is the hiring process aligned to the desired service culture? Are customer service results measured and shared? Are managers and staff alike held accountable for delivering great service? Is recognition an effective part of the service improvement effort? Smart business leaders know that it is not enough to send staff to customer service training and imagine that their service performance will magically improve.
Learning Modules MODULE 1: The Importance Of Customer Service To Business Success o
Critical Factors for Success in Business
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Your Customer Service and Your Competitors’
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The Payoff of Superior Customer Service
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The Cost of Poor Customer Service
MODULE 2: Understanding What the Customer Wants o
Customer identification
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Internal & external customers, stakeholders and their needs
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Understanding and dealing with different personalities
MODULE 3: Meeting Customers’ Expectations Expectation s o
Identifying Customer Expectations
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Common Expectations to Consider
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Benefits of Meeting Expectations
MODULE 4: Excellent customer service skills o Listening skills o Telephone etiquette and basics o Communication skills
MODULE 5: Delivering Effective Social Customer Service o
Understanding Social Customer Behaviour
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The Roadmap for Social Customer Service
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Reputation and Crisis Management
MODULE 6: Managing Difficult Situations o
Mediation techniques. ● Active listening. ● Link content and feeling. ● Identifying interests behind positions. ● Using the LAST model to deal with angry customers
MODULE 7: Customer Winback : How to Recapture Lost Customers and Keep Them Loyal o
Service Recovery – How to Win Back Lost Customers
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Service Quality- Making Your Company Defection Proof