Excellence Customer Service Training
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Customer Service-Borobudur TRAINING . . . . bagi yang jg berminat utk JOIN Training serupa, Contact : kana_ati@yahoo.com
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Excellence Customer Service Training
- 1. By : Kanaidi, SE., M.Si kana_ati@yahoo.com
- 2. The Service Marketing Triangle Company Employees Customers External Marketing “setting the promise ” Internal Marketing “enabling the promise” Interaktive Marketing “delivering the promise”
- 3. How to Show a Desire to Serve
- 9. Customer Cycle Building Relationship Loyalty Satisfaction Enquiry Purchase Desire Information Offer Delivery Awareness !! created by all communication media
- 10. Proses Pengembangan Pelanggan (The Customer Development Process) Prospects Kepuasan Pelanggan merupakan fungsi dari kenyataan kinerja produk ( product’s percieved performance ) dan harapan pembeli ( buyer’s expectations ). Customer Loyalty Suspects Disqualified Prospects Inactive or ex-customers Repeat Customers Clients Advocates Partners First Time Customers
- 11. Customer Satisfaction Apa yg Dirasakan setelah mengkonsum-si produk Dibanding dengan Harapannya Melebihi Harapan Sesuai Harapan Dibawah Harapan SENANG PUAS KECEWA LOYAL Mudah dipengaruhi untuk PINDAH PINDAH Percieved (P) C. Satisfaction = ----------------------- Expectation (E)
- 18. Problems do not Go Away
- 19. The Customer’s Attitude can be a Barrier to Solving Problems
- 24. Exceptional Customer Service Perlakukan orang lain dengan penuh kebaikan dan respek… tidak peduli bagaimana mereka memperlakukan anda!
- 26. Beyond Words . . . Memahami dan Menerjemahkan Body Language
- 27. Ketika anak masih kecil dan berbohong, tangan mereka akan menutupi mulut. Fig. 1
- 28. Remaja ‘menyempurnakan’ isyarat ini dengan menempelkan ujung jari ke mulut Fig. 2
- 29. Orang dewasa mungkin menggerakkan ujung jari ke pinggir bibir Fig 3
- 30. Telapak Tangan Secara historis, telapak tangan terbuka menggambarkan kejujuran, kebenaran, loyalias dan menyerah.
- 32. Permohonan pada orang lain Fig. 4
- 33. Keinginan untuk menghentikan atau men-stop sesuatu Fig. 5
- 34. Telapan tangan ke atas-menunjukkan Submission Fig. 6
- 35. Telapak tangan ke bawah – menunjukkan kekuasaan Fig. 7
- 37. Dominan ditunjukkan dengan memutar tangan sehingga tangannya menghadap ke bawah ketika bersalaman . Fig. 9
- 38. Submission ditunjukkan dengan memutar telapak sehingga menghadap ke atas Fig. 10
- 39. Kesetaraan ditunjukkan dengan posisi sejajar. Fig. 11
- 40. Hand Steepling Fig. 21 Fig. 22
- 41. Hand-Holding Behind the Back Fig. 23
- 42. Don’t confuse handholding behind back with wrist or arm holding! Fig. 24 Fig. 25
- 43. Finger(s) to Mouth Fig. 27
- 44. Folded Arms Fig. 38
- 45. Folded Arms With Clenched Fists Fig. 39
Notes de l'éditeur
- This gesture is inherent and continues to be used throughout a lifetime in more refined and varied forms.
- Sometimes adults will refrain from using hands and bite lower lip, purse lips, or skew mouth from side to side.
- -Used by individuals who feel confident. -When steepled hands are in raised position, the individual is usually speaking (offering ideas, comments, etc.). -When steepled hands are in lowered position, individual usually is listening. -Researchers have noted that women tend to use the lowered steeple position more than the raised position.
- -When individual holds both hands behind back, this signals confidence. -Note that this position allows individual to expose trunk of his/her body and signals unconscious act of fearlessness.
- -These gestures indicate an attempt at self-control (hence the phrase, “Get a grip on yourself”). -Generally speaking, the higher the hand grips the arm, the angrier the individual and the greater the attempt at self-control.
- -A signal that he/she is under pressure or feeling insecure.
- -A common posture whereby an individual will casually fold arms across the chest. -Posture may be in response to the cold. -More often, this posture signifies a defensive or insecure attitude. -If both hands are tucked under armpits, this generally signifies a response to the cold.
- -The clenched fists indicate defensive and hostile feelings. -This posture might also be accompanied by clamped jaw and flushed face.