Pengembangan Learning Object pada Training Basic di PT.Circleka Indonesia Utama

Pengembangan ini bertujuan untuk menghasilkan produk berupa Learning Object pada Training Basic di PT.Circleka Indonesia Utama. Produk Learning Object ini difokuskan pada pengembangan video pembelajaran mengacu pada model Rapid Prototyping yang memiliki lima tahap antara lain Assess Needs and Analyze Content, Set Objectives, Construct Prototype (design), Utilization Prototype (research), dan Installing the Final System. Produk Learning Object ini telah melalui tahap evaluasi yang melibatkan para ahli dan pengguna (Customer Service Representative Circle K). Hasil uji coba expert review yang diperoleh dari ahli materi sebesar 3,56 (sangat baik), ahli desain pembelajaran, ahli media pembelajaran 3,49 (sangat baik). Kemudian pada tahap uji coba pengguna (one-to-one evaluation) memperoleh nilai 3,20 (baik) dan (small group evaluation) dengan nilai 3,49 (sangat baik). Hasil evaluasi formatif menunjukan bahwa produk Learning Object ini dapat digunakan pada Training Basic Circle K sebagai bagian dari Store Development Program (SDP) PT. Circleka Indonesia Utama.

CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.

Construing negotiation

The call centre conversation is a telephonic exchange of voices between the customer and the customer service representative (CSR). Both lexicogrammatical and prosodic features are used to construe emotional and attitudinal recognition. Studying these features can investigate how the call centre discourse is construed, and how the interpersonal meaning takes shape through the text. The spoken data are constructed by Filipino CSRs and American English-speaking customers. The findings show that participants tend to make specific paralinguistic voice quality choices to express their emotions in dialogue. This article first discusses the voice quality framework for its semiotic features in relation to interpersonal meaning, reviews previous voice quality studies and later delineates how voice quality relates to interpersonal meaning in the calls.

Moderating Effect Job Satisfaction on The Determinants of Herzberg’s Two-Factor Theory towards Job Performance among Customer Service Representative at In-House Call Center in Banking Sector, Klang Valley

The study was aimed to determine the relationship between Herzberg’s Two-Factor Theory towards job performance and the moderating effect of job satisfaction toward the relationship between Herzberg’s Two-Factor Theory and job performance among customer service representative at in-house call centre in banking sector, Klang Valley. The independent variable is focus on five factors, which are salary and wages, working condition, recognition, supervision and work life balance, while dependent variable is job performance and the moderating variable is job satisfaction. In order to know more on the relatedness between those variables towards customer service representative in organization, this research was conducted to access the relationship between Herzberg’s Two-FactorTheory towards job performance and the moderating effect of job satisfaction at inhousecall centre in banking sector, Klang Valley.

CONSUMER COMPLAINT BEHAVIOR (CCB) PELANGGAN MINIMARKET DI JOMBANG

The business development are getting very competitive especially in retail…….; the businessman must be responsive to the customers complaint and handle the unsatisfied service given. In this research, the categorized of cause of complaint are: the price labeling, the miscalculated by cashier, the services and products problems. Alternative of Cunsomer Complaint Behavior which is taken by the customers influenced by simple complaints and asking compensation to fix demographic factors or some situation of CCB is also influence by choosing complaints alternatives. Some alternatives action of CCB done by the customers with dissatisfactions are : complaining by phone, meeting cashiers directly (the most popular alternative), meeting the retail employees, meeting the customer service representative, calling the retail company to obtain the procedure on how to complain, meeting the supervisor, complaining by mass media (radio, newspapers), using the mediation service by the consumers complaint service. Customers have many CCB hierarchies, however, the procedures and actions intensity are varies. The action intensity is the next step of hierarchy and the situational to the customers. The economics and psychological factor is the most basic consideration to differentiating steps of CCB which need for the customers doing complaint.