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Mengendalikan Pelanggan Hardcore by Steven F. Coyle

Mengendalikan Pelanggan Hardcore

by Steven F. Coyle
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Book cover type: Paperback
  • ISBN13: 9789671983164
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Servicewinners International Sdn Bhd
  • Publisher Imprint: Servicewinners International Sdn Bhd
  • Publication Date:
  • Pages: 174
  • Original Price: USD 10.99
  • Language: Malay
  • Edition: N/A
  • Item Weight: 214 grams
  • BISAC Subject(s): Customer Relations, Conflict Resolution & Mediation, and Workplace Culture

Konflik dan kemarahan semakin memuncak seiring dengan peningkatan harapan pelanggan, yang sudah pasti menambahkan tekanan kita! Buku ini padat dengan modelyang mudah dan praktikal untuk membantu anda berhubung, menyelesaikan isu, dan mengekalkan pelanggan serta mengurangkan tekanan anda.


Dalam buku ringkas ini, anda akan menemui cara untuk:

- Mengatasi konflik yang nyata dan tersembunyi.

- Menyampaikan 'berita buruk' kepada pelanggan.

- Menenangkan pelanggan yang sedang marah menggunakan model pemulihan perkhidmatan yang mudah.

- Membuat lebih ramai pelanggan mendengar penyelesaian anda.


Buku ringkas (173 muka surat) ini padat dengan model-model praktikal yang digabungkan dengan pelbagai tip, contoh dan cerita tentang cara mengendalikan individu yang cerewet. Matlamat buku ini adalah untuk membantu anda menenangkan pelanggan yang mencabar, mengekalkan pelanggan DAN mengurangkan tekanan anda. Walaupun tumpuan diberikan kepada pelanggan, kebanyakan konsep yang dikongsikan sesuai digunakan dalam kehidupan seharian seperti dengan bos, keluarga, pasangan, rakan, pelajar dan lain-lain. Penulis percaya bahawa konflik yang tidak ganas selalunya mempunyai kebaikan. Anda boleh mengatasinya dengan mentaliti yang betul.


Penulis memperoleh kepakaran dalam mengendalikan konflik dan pelanggan yang mencabar semasa bekerja dalam industri perbankan dan telekomunikasi, terutamanya semasa bekerja sebagai pengutip hutang di mana beliau berhadapan dengan pelanggan pada tahap terburuk mereka. Beliau telah menetap dan mengembara ke lebih 40 negara dan akan berkongsi pengalaman uniknya dalam mengendalikan pelbagai jenis pelanggan.

Chay, Augustine: - +60 12 2000 998

Coyle, Steven F.: - Steve merupakan seorang warga Amerika yang telah menetap di Malaysia sejak tahun 1995. Beliau merupakan Managing Consultant ServiceWinners International Sdn Bhd (www.servicewinners.com), sebuah syarikat latihan dan perundingan korporat. Beliau dan pasukan latihannya berkhidmat di seluruh rantau Asia-Pac dan dunia.Beliau telah mendirikan rumah tangga dengan seorang warga Malaysia dan mereka memiliki seorang anak lelaki. steve@servicewinners.com

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