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CUSTOMER SERVICE & PUBLIC RELATION
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ILMU EKONOMI
ILMU MANAJEMEN
Pemasaran
DMH2I4
BAB 7• CUSTOMER SERVICE IN A DIVERSE WORLD
Lecture Note Bab 7 Customer Service In a Diverse World
Lecture Note Bab 7 Customer Service In a Diverse World
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◄ Place in Service marketing mix - Service location and transactions in services
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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
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
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
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
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
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
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
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
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
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)
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
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
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
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Course sections
Deskripsi Mata Kuliah
BAB 1. INTRODUCTION CUSTOMER SERVICE
BAB 2. SERVICE CULTURE
BAB 3. • KOMUNIKASI VERBAL DAN NON VERBAL
BAB 4. MENDENGARKAN PELANGGAN
BAB 5. • CUSTOMER SERVICE DAN PERILAKU PELANGGAN
BAB 6. • SERVICE BREAKDOWN & RECOVERY
BAB 7• CUSTOMER SERVICE IN A DIVERSE WORLD
BAB 8. Pemanfaatan teknologi informasi dan komunikasi dalam customer service
BAB 9. • PENINGKATAN LOYALITAS PELANGGAN
BAB 10• Menjalin Hubungan Internal Dan Eksternal Dalam Public Relations
BAB 11. Peran Public Relations dalam membangun Corporate Image
BAB 12. • PROSES DAN ASPEK MANAJEMEN PUBLIC RELATIONS
BAB 13. METODE PUBLIC RELATIONS