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Course Description
This course provides an understanding and insight into communication and excellent service which includes the study of: definition, objectives, benefits, scope of excellent service, principles of excellent service, service paradigm and measurement of excellent service, attitudes towards excellent service, quality standards of excellent service , customer types and characteristics. , problems in excellent service, and complaint handling. Lectures are carried out using a problem based learning approach, case studies, discussions, questions and answers, and assignments. Assessment is carried out by written and performance tests.
Program Objectives (PO)
- CPMK 1 Mahasiswa memiliki kemampuan memahami konsep dasar Komunikasi dan Layanan Prima
- CPMK 2 Mahasiswa memiliki kemampuan memahami Konsep Dasar Pelayanan Prima
- CPMK 3 Mahasiswa memiliki kemampuan memahami Paradigma Pelayanan Publik
- CPMK 4 Mahasiswa memiliki kemampuan memahami karakter pelanggan
- CPMK 5 Mahasiswa memiliki kemampuan memahami kualitas layanan (Service Quality)
- CPMK 6 Mahasiswa memiliki kemampuan mengerjakan soal UTS
- CPMK 7 Mahasiswa memiliki kemampuan memahami Customer Satisfaction
- CPMK 8 Mahasiswa memiliki kemampuan memahami Customer Loyalty
- CPMK 9 Mahasiswa memiliki kemampuan dalam menangani permasalahan dalam Layanan Prima
- CPMK 10 Mahasiswa terampil melakukan komunikasi dan pelayanan prima
- CPMK 11 Mahasiswa memiliki kemampuan mengerjakan soal UAS
Aktifitas Pembelajaran
-
Pertemuan 1 Konsep dasar komunikasi dan layanan prima -
Pertemuan 2 Prinsip-Prinsip Dasar Komunikasi dan Pelayanan Prima -
Pertemuan 3 Konsep dasar Pelayanan Prima (Service Excellent Concept) -
Pertemuan 4 Paradigma Pelayanan Publik -
Pertemuan 5 Karakter Pelanggan -
Pertemuan 6 Kualitas layanan (Service Quality) -
Pertemuan 7 Customer Satisfaction -
Pertemuan 8 Soal UTS -
Pertemuan 9 Customer Loyalty -
Pertemuan 10 Komunikasi & PR sebagai instrumen utama pelayanan publik -
Pertemuan 11 Permasalahan Dalam Pelayanan Prima -
Pertemuan 12 Handling Complaint -
Pertemuan 13 Handling Complaint -
Pertemuan 14 Terampil melakukan komunikasi dalam Pelayanan Prima -
Pertemuan 15 Terampil melakukan komunikasi dalam Pelayanan Prima -
Pertemuan 16 Soal UAS
References
- Atep Adya Barata. 2004. Dasar-dasar Pelayanan Prima . Persiapan Membangun Budaya Pelayanan Prima untuk Meningkatkan Kepuasan dan Loyalitas Pelanggan
- Nina Rahmayanty. 2010. Manajemen Pelayanan Prima . Yogyakarta: Graha Ilmu
- Badudu, Rizal, 2015. , Service Excellent – Pelayanan PelangganPrima oleh Perusahaan di Indonesia, Jakarta: Kompas Gramedia .
- Sutopo. Andi Suryanto. 2003. Pelayanan prima . Jakarta: Lembaga Administrasi Negara- Republik Indonesia
- Sampara Lukman. Sugiyanto. 2001. Pengembangan Pelaksanaan Pelayanan Prima . Jakarta: Lembaga Administrasi Negara- Republik Indonesia
Lecturer
Difficult Things About Education.
$75$10
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