CUSTOMER SERVICE & PUBLIC RELATION
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BAB 1. INTRODUCTION CUSTOMER SERVICE
Quiz Review 1 CSPR
Tugas Mingguan Bab 1 CSPR
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
PPT Perspektif Baru Pemasaran dalam Ekonomi Jasa
Modul Perspektif Baru Pemasaran Jasa
Diskusi 1
Tugas 1
Quiz 1
Sektor Jasa Industri Dipetakan
Industri Jasa dan Pergudangan Dongrak Ekonomi RI 5,27%
Pertumbuhan Sektor Jasa Kalahkan Industri Manufaktur
Sektor jasa bisa jadi pendorong ekonomi Indonesia, ini syaratnya
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 CSPR
Tugas Mingguan Bab 2 CSPR
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?
PPT Perilaku Konsumen Pada Pemasaran Jasa
Modul Perilaku Konsumen Pada Pemasaran Jasa
Diskusi 2
Tugas 2
Quiz 2
Perilaku Konsumen Pada Pemasaran Jasa
Sembilan Tren Perilaku Konsumen
Analisis perilaku konsumen dalam proses keputusan pembelian akses internet telkomsel flash
Analisis Perilaku Konsumen Dalam Pembelian Jasa Pegadaian
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. • KOMUNIKASI VERBAL DAN NON VERBAL
Quiz Review 3 CSPR
Tugas Mingguan Bab 3. Komunikasi Verbal dan Non Verbal
Lecture Note Bab 3. Komunikasi Verbal dan Non Verbal
Forum Bab 3. Komunikasi Verbal dan Non Verbal
1. KOMUNIKASI NON-VERBAL DAN VERBAL
2. Non Verbal Communication
3. Verbal Communication
PPT Positioning Jasa di dalam Pasar yang Kompetitif
Modul Positioning Jasa di dalam Pasar yang Kompetitif
Diskusi 3
Tugas 3
Quiz 3
Marketing : Segmentation - Targeting - Positioning
Marketing: Positioning, Differentiation, and Value Proposition
Marketing: The Market Positioning Map
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 4. MENDENGARKAN PELANGGAN
Quiz Review Bab 4. CSPR
Lecture Note Bab 4. Mendengarkan Pelanggan
Tugas Mingguan Bab 4. CSPR
Forum Bab 4. 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
PPT Bauran Pemasaran Jasa
Modul Bauran Pemasaran Jasa
Diskusi 4
Tugas 4
Quiz 4
Bauran Pemasaran Perusahaan Jasa PDAM
Bauran Pemasaran Bank Central Asia
Marketing: Extended Marketing Mix (7P's)
Service marketing mix explained with Example
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 5. • CUSTOMER SERVICE DAN PERILAKU PELANGGAN
Quiz Review 5 CSPR
Lecture Note Bab. 5 Customer Service dan Perilaku Pelanggan
Tugas Mingguan Bab 5. CSPR
Forum Bab 5. Customer Service dan Perilaku Pelanggan
1. 4 Types of Customer Buying Behavior
2. How to Measure Customer Satisfaction
3. Identifying Customer Needs
PPT Pengembangan Produk Jasa (Product)
Modul Pengembangan Produk Jasa
Diskusi 5
Tugas 5
Quiz 5
Produk Jasa Bank Syariah
Karakteristik Produk Barang dan Jasa
The Marketing Mix - The product concept
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 6. • SERVICE BREAKDOWN & RECOVERY
Quiz Review Bab 6. CSPR
Lecture Note Bab 6 Service Breakdown & Recovery
Tugas Mingguan Bab 6 CSPR
Forum Bab 6. Service Breakdown & Recovery
1. CSE service breakdown
2. Customer Service Package Problem
3. Communication Breakdowns in Customer Service
PPT Pendistribusian Layanan Melalui Saluran Fisik dan Elektronik (Place)
Modul Distribusi Layanan
Diskusi 6
Tugas 6
Quiz 6
Memahami Saluran Promosi & Distribusi
Analisis Distribui GOJEK
Place in Service marketing mix - Service location and transactions in services
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 7• CUSTOMER SERVICE IN A DIVERSE WORLD
Lecture Note Bab 7 Customer Service In a Diverse World
Tugas Mingguan bab 7 CSPR
Forum Bab 7. Customer Service In a Diverse World dan Teknologi Informasi
Quiz Review Bab 7 CSPR
1. Diversity in Workplace and Customer Service
2. Customer Service and Diversity
3. Diversity in Customer Service Environments by Bob Lucas
PPT Penetapan Harga (Price)
Modul Penetapan Harga
Diskusi 7
Tugas 7
Quiz 7
Strategi Penetapan Harga
Pricing Strategy An Introduction
Marketing: Pricing
Marketing Mix: Pricing Strategies
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 8. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Lecture Note Bab 8. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Tugas Mingguan Bab 8. CSPR
Forum Bab 8. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
Quiz Review Bab 8 CSPR
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 8
Tugas 8
Quiz 8
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 9. • PENINGKATAN LOYALITAS PELANGGAN
Lecture Note Bab 9. Peningkatan Loyalitas Pelanggan
Tugas Mingguan Bab 9. CSPR
Forum Bab 9. Peningkatan Loyalitas Pelanggan
Quiz Review Bab 9 CSPR
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 9
Tugas 9
Quiz 9
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
BAB 10• Menjalin Hubungan Internal Dan Eksternal Dalam Public Relations
Lecture Note BAB 10• Menjalin Hubungan Internal Dan Eksternal Dalam Public Relations
Tugas Mingguan Bab 10 CSPR
Forum Bab 10 Menjalin Hubungan Internal dan Eksternal Dalam Public Relations
Quiz Revies Bab 10 CSPR
1. What is Public Relations?
2. Membangun citra positif
3. Memahami Reputasi Perusahaan
PPT Sumber Daya Manusia (People)
Modul Sumber Daya Manusia
Diskusi 10
Tugas 10
Quiz 10
People in services marketing - How to manage your employees in service marketing
Marketing Mix People, Process and Physical evidence
Pengaruh People
Strategi Bauran Pemasaran (People)
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M1 - PENTINGNYA KETERAMPILAN KOMUNIKASI
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M2 - EFEK KOMUNIKASI
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M3 - KONSEP PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M4 - FUNGSI PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M5 - ELEMEN PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M6 - EKSTERNAL DAN INTERNAL PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB10 - M7 - PEMBENTUKAN OPINI PUBLIK
BAB 11. Peran Public Relations dalam membangun Corporate Image
Lecture Note BAB 11. Peran Public Relations dalam membangun Corporate Image
Tugas Bab 11 CSPR
Forum BAB 11. Peran Public Relations dalam membangun Corporate Image
Quiz Review Bab 11 CSPR
1. Public Relations and Corporate Image
2. Membangun Citra Diri Perusahaan
3. Public Relations and Corporate Communications
PPT Service Quality
Modul Service Quality
Diskusi 11
Tugas 11
Quiz 11
Five Dimensions of Service Quality
Service Gap model - Gap analysis explained
How to provide good Service quality - Determinants of Good quality of service
CUSTOMER SATISFACTION AND SERVICE QUALITY
Service Quality in Hotels
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M1 - TOLAK UKUR MENCAPAI CITRA POSITIF
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M2 - MEDIA YANG DIGUNAKAN UNTUK MEMBENTUK CITRA
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M3 - PERAN PUBLIC RELATION DALAM MEMBANGUN COORPORATE IMAGE
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M4 - COORPORATE COMMUNICATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M5 - IDENTITAS PERUSAHAAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M6 - CITRA PERUSAHAAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATION - PB11 - M7 - REPUTASI PERUSAHAAN
BAB 12. • PROSES DAN ASPEK MANAJEMEN PUBLIC RELATIONS
Lecture Note Bab 12. Proses dan Aspek Manajemen Public Relations
Tugas Mingguan Bab 12. CSPR
Forum Bab 12. Proses dan Aspek Manajemen Public Relations
Quiz Review Bab 12 CSPR
1. Public Relations Management
2. Public Relation, Fungsi dan Peranannya Bagi Perusahaan
3. Digital PR
PPT Perkembangan Teknologi Internet pada Pemasaran Jasa & E - Service Quality
Modul E - Service Quality
Diskusi 12
Tugas 12
Quiz 12
Customer Satisfaction and Service Quality
E‐service quality: a model of virtual service quality dimensions
E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services
E-Service Quality: A Conceptual Model
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M1 - PROSES PERENCANAAN MANAJEMEN PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M2 - FACT FINDING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M3 - PLANNING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M4 - COMMUNICATING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M5 - EVALUATING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M6 - PERAN PR DALAM BISNIS DAN PEMERINTAHAN
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB12 - M7 - PEREKAYASAAN OPINI PUBLIC
BAB 13. METODE PUBLIC RELATIONS
Lecture Note Bab 13. Metode Public Relations
Tugas Mingguan Bab 13. Metode Public Relations
Forum Bab 13. Metode Public Relations
Quiz Review Bab 13. CSPR
1. Public Relations Tools
2. Difference Between Advertising and Public Relations
3. Media PR Kontemporer
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M1 - MEDIA RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M2 - MARKETING PUBLIC RELATIONS
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M3 - MARKETING COMMUNICATION
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M4 - PUBLIC RELATIONS ADVERTISING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M5 - PUBLIC RELATIONS MARKETING
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M6 - PUBLIC MEDIA PUBLIC RELATIONS KONTEMPORER
DMH2I4 - CUSTOMER SERVICE PUBLIC RELATIONS - PB13 - M7 - PENULISAN PUBLIC RELATIONS
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CUSTOMER SERVICE & PUBLIC RELATION
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WIDYA SASTIKA
Pengajar:
RENNYTA YUSIANA