SMK
Melakukan Pelayanan Prima
DAFTAR ISI KATA PENGANTAR PENDAHULUAN BAB 1
Memahami Konsep Dasar Pelayanan Prima................................................................. A. Pengertian Pelayanan Prima (Service Excellent)............................................................................. B. Pentingnya Pelayanan Prima (Service Excellent)............................................................................ C. Konsep pelayanan prima secara menyeluruh...................................................................................... D. Kepuasan Pelanggan................................................................................................................................... E. Total Quality Service (TQS)......................................................................................... F. Harapan Pelanggan.............................................................................................................................................. G. Harapan Pelanggan.............................................................................................................................................
5 5 5 6 8 11 12 12
BAB 2
Melaksanakan Pelayanan Prima Berdasarkan Konsep Sikap (Attitude).................... A. Harapan Pelanggan............................................................................................................................................. B. Pelayanan Pelanggan Dengan Berpikir Positif................................................................................ C. Pelayanan Pelanggan Dengan Sikap Menghargai....................................................................................
13 13 14 17
BAB 3
Melaksanakan Pelayanan Prima Berdasarkan Konsep Perhatian (Attentioan)......... A.PelayananPelangganDengan Mendengar danMemahami.................................................................... B. Pelayanan Pelanggan Dengan mengamati Perilaku Pelanggan............................. C. Mencurahkan Perhatian Penuh Kepada Pelanggan................................................
18 19 20 24
BAB 4
Melaksanakan Pelayanan Prima Berdasarkan Konsep Tindakan (Action)............... A. Pelayanan Pelanggan Dengan Mencatat Pesanan dan Kebutuhan Pelanggan... B. Pelayanan Pelanggan Dengan Mewujudkan Kebutuhan Pelanggan.................... C. Pelayanan Pelanggan Dengan Pernyataan Terima Kasih.....................................
26 27 28 29
BAB 5
Melakukan Komunikasi................................................................................................. A. Pengertian Komunikasi............................................................................................ B. Proses Komunikasi................................................................................................... C. Macam-macam Komunikasi..................................................................................... D. Komunikasi Efektif.................................................................................................... E. Hambatan Komunikasi.............................................................................................. F. Arti Penting Komunikasi Dalam Bisnis................................................................... G. Komunikasi Perseorangan dan Kelompok............................................................. H. Media Komunikasi........................................... .........................................................
31 31 32 33 34 36 37 38 40
Asrofi Almuhanam, SE., MM
2