MANAJEMEN LAYANAN PELANGGAN
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BAB 1. INTRODUCTION CUSTOMER SERVICE
Quiz Review 1 CSPR
Tugas Mingguan Bab 1 MLP
Lecture Note Bab 1 INTRODUCTION CUSTOMER SERVICE
Forum BAB 1. INTRODUCTION CUSTOMER SERVICE
1. INTRODUCTION CUSTOMER SERVICE
2. What is Customer Service
3. Customer Service Is Important
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M1 - INTRO CUSTOMER SERVICE
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M2 - CUSTOMER FOCUSED ORGANIZATION
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M3 - PERTUMBUHAN SEKTOR JASA
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M4 - PERTUMBUHAN DAN PERKEMBANGAN SERVICE SECTOR
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M5 - FAKTOR-FAKTOR SOSIAL YANG MEMPENGARUHI LAYANAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M6 - PERUBAHAN PERILAKU PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB01 - M7 - CUSTOMER SERVICE ENVIRONMENT
BAB 2. SERVICE CULTURE
Quiz Review 2 MLP
Tugas Mingguan Bab 2 MLP
Forum BAB 2. SERVICE CULTURE
Lecture Note Bab 2. Service Culture
1. Creating an "At Your Service" Culture
2. How to create a customer service culture
3. What is a Service Culture?
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M1 - SERVICE CULTURE
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M2 - ELEMEN SERVICE CULTURE
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M3 - PENGUKURAN KINERJA KARYAWAN MEMBANGUN SERVICE STRATEGY
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M4 - STRATEGI MEMBENTUK SERVICE CULTURE YANG POSITIF
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M5 - ALAT PENGUKURAN LAYANAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M6 - KEINGINAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB02 - M7 - 6 LEVEL PELAYANAN
BAB 3. & BAB 4. KOMUNIKASI VERBAL DAN NON VERBAL
Quiz Review 3&4 MLP
Tugas Mingguan Bab 3&4. Komunikasi Verbal dan Non Verbal
Lecture Note Bab 3 & 4 Komunikasi Verbal dan Non Verbal
Forum Bab 3&4 Komunikasi Verbal dan Non Verbal
1. KOMUNIKASI NON-VERBAL DAN VERBAL
2. Non Verbal Communication
3. Verbal Communication
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M1 - PENTINGNYA KOMUNIKASI EFEKTIF-POSITIF
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M2 - KOMUNIKASI INTERPERSONAL
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M3 - MELAKUKAN KOMUNIKASI POSITIF
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M4 - PRILAKU AGRESIF DAN ASERTIF
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M5 - KONFLIK
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M6 - KOMUNIKASI NONVERBAL
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB03 - M7 - PERANAN GENDER DALAM KOMUNIKASI NONVERBAL
BAB 5. MENDENGARKAN PELANGGAN
Quiz Review Bab 5. MLP
Lecture Note Bab 5. Mendengarkan Pelanggan
Tugas Mingguan Bab 5. MLP
Forum Bab 5. Mendengarkan Pelanggan
1. 10 Ways to Be a Better Listener, Good Listeners
2. Effective Listening Skills
3. If You Aren't Listening, You Aren't Communicating
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M1 - MENDENGARKAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M2 - MENGAPA MENDENGAR EFEKTIF ATAU MENYIMAK ITU PENTING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M3 - PROSES MENDENGAR
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M4 - KARAKTERISTIK PENDENGAR YANG BAIK
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M5 - PENYEBAB TERHAMBATNYA PROSES MENDENGAR
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M6 - STRATEGI MENINGKATKAN KEMAMPUAN MENDENGAR
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB04 - M7 - TEKNIK PENGUMPULAN INFORMASI
BAB 6. CUSTOMER SERVICE DAN PERILAKU PELANGGAN
Quiz Review 6 MLP
Lecture Note Bab. 6 Customer Service dan Perilaku Pelanggan
Tugas Mingguan Bab 6. MLP
Forum Bab 6. Customer Service dan Perilaku Pelanggan
1. 4 Types of Customer Buying Behavior
2. How to Measure Customer Satisfaction
3. Identifying Customer Needs
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M1 - PERILAKU PELANGGAN
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M2 - MENGIDENTIFIKASI GAYA PERILAKU
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M3 - GAYA PERILAKU RATIONAL
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M4 - GAYA PERILAKU INQUISITIVE
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M5 - GAYA PERILAKU DECISIVE
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M6 - GAYA PERILAKU EXPRESSIVE
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB05 - M7 - MEMBANGUN HUBUNGAN KUAT DENGAN PELANGGAN
BAB 7&8 SERVICE BREAKDOWN & RECOVERY
Quiz Review Bab 7&8 MLP
Lecture Note Bab 7&8 Service Breakdown & Recovery
Tugas Mingguan Bab 7&8 MLP
Forum Bab 7&8 Service Breakdown & Recovery
1. CSE service breakdown
2. Customer Service Package Problem
3. Communication Breakdowns in Customer Service
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M1 - SERVICE BREAKDOWN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M2 - PERAN GAYA PERILAKU
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M3 - MENANGANI EMOSI
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M4 - BEKERJA DENGAN PELANGGAN INTERNAL
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M5 - STRATEGI MENANGGULANGI KETIDAKPUASAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M6 - PROSES PEMECAHAN MASALAH
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB06 - M7 - STRATEGI PEMULIHAN LAYANAN
BAB 9. CUSTOMER SERVICE IN A DIVERSE WORLD
Lecture Note Bab 9 Customer Service In a Diverse World
Tugas Mingguan bab 9 MLP
Forum Bab 9. Customer Service In a Diverse World dan Teknologi Informasi
Quiz Review Bab 9 MLP
1. Diversity in Workplace and Customer Service
2. Customer Service and Diversity
3. Diversity in Customer Service Environments by Bob Lucas
DMH2I4 - CUSTOMER SERVICE & PUBLIC RELATIONS - PB07 - M1 - RUANG LINGKUP KEANEKARAGAMAN
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M2 - NILAI BUDAYA
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M3 - QUALITY SERVICE PADA DIVERSE GRUP (LANGUAGE DIFFERENCES)
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M4 - QUALITY SERVICE PADA DIVERSE GRUP (DISABILITIES)
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M5 - QUALITY SERVICE PADA DIVERSE GRUP (ELDERLY CUSTOMERS)
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M6 - QUALITY SERVICE PADA DIVERSE GRUP (YOUNGER)
DMH2I4 - CUSTOMER SERVICE _ PUBLIC RELATIONS - PB07 - M7 - POSITIVE GLOBAL SERVICE
BAB 10. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Lecture Note Bab 10. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Tugas Mingguan Bab 10. MLP
Forum Bab 10. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Quiz Review Bab 10 MLP
1. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
2. Bagaimana Cara Memanfaatkan Teknologi Informasi Dengan Baik
3. Peranan Teknologi Informasi dan Komunikasi dalam Kehidupan Sehari - hari
PPT Mempromosikan Layanan dan Mengedukasi Pelanggan (Promotion)
Modul Promosi Layanan
Diskusi 10
Tugas 10
Quiz 10
Promotions Mix
Promotion
Pengertian Promosi dan Komunikasi Pemasaran - Tahap-tahapnya
The Marketing Mix - Marketing Promotion
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M1 - PERKEMBANGAN TEKNOLOGI
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M2 - PENINGKATAN PERANAN TEKNOLOGI INFORMASI DAN KOMUNIKASI DALAM PELAYANAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M3 - THE CALL CENTER OR HELP DESK
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M4 - JENIS TEKNOLOGI YANG DIGUNAKAN DALAM CUSTOMER SERVICE
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M5 - ETIKA PEMANFAATAN TIK (THE TELEPHONE CUSTOMER SERVICE)
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M6 - ETIKA PEMANFAATAN TIK (FAX ETIQUETE EMAIL ETIQUETTE)
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB08 - M7 - ETIKA PEMANFAATAN TIK (TAKING MESSAGES PROFESSIONALLY)
BAB 11. PENINGKATAN LOYALITAS PELANGGAN
Lecture Note Bab 11. Peningkatan Loyalitas Pelanggan
Tugas Mingguan Bab 11. MLP
Forum Bab 11. Peningkatan Loyalitas Pelanggan
Quiz Review Bab 11 MLP
1. Menciptakan Nilai, Kepuasan dan Loyalitas Pelanggan
2. Cara Memenangkan Hati Customer - Coach Hendra Hilman
3. Cara untuk membangun loyalitas pelanggan, Membuat Pelanggan Setia
PPT Merancang Proses Jasa (Process) dan Merancang Lingkungan Layanan (Physical Evidence)
Modul Flowchart & Servicescape
Diskusi 11
Tugas 11
Quiz 11
Service blueprint & Service process explained with example
Flowchart JNE Tugas Pemasaran Jasa
Flowchart pembelian tunai
Physical Evidence in Service Marketing mix
Physical evidence part 2 - Servicescape and tangibles in Services Marketing
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M1 - PERANAN KEPERCAYAAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M2 - PENTINGNYA MANAJEMEN HUBUNGAN PELANGGAN (CRM)
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M3 - KARAKTERISTIK PENYEDIA YANG MEMPENGARUHI LOYALITAS PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M4 - BERTANGGUNG JAWAB TERHADAP HUBUNGAN DENGAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M5 - MENGUTAMAKAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M6 - MENINGKATKAN KEPUASAN PELANGGAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB09 - M7 - PENINGKATAN KUALITAS
ASSESMENT 1
ASSESMENT 2
MISTERY SHOPPING
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FAKULTAS ILMU TERAPAN (FIT)
PRODI D3 MANAJEMEN PEMASARAN (FIT)
VPI2K3-29343
Summary
MANAJEMEN LAYANAN PELANGGAN
Teacher:
ATI MUSTIKASARI
Teacher:
RENNYTA YUSIANA