Tugas softskill materi bulan kedua

Tugas materi softskill bulan kedua

Exercise 33: Because/Because of

1.        Because of

2.       Because

3.       Because

4.       Because of

5.       Because of

6.       Because of

7.       Because

8.       Because

9.       Because of

Exercise 34: so/such

1.        So

2.       Such

3.       So

4.       So

5.       So

6.       So

7.       Such

8.       So

9.       Such

10.    Such

11.      So

12.     So

13.     Such

14.    So

15.     So

Article about connector

Contrast connector

A contrast connector is a word or phrase in a sentence or paragraph that separates the main idea from a contrasting idea.
Examples of contrast connectors: 

·       but 

·       nevertheless 

·       however 

·       while 

·       on the contrary 

·       on the one hand 

·       whereas 

·       otherwise 

·       yet 

·       still 

·       rather 

·       despite / in spite of 

·       even though 

·       instead 

Example sentence using a contrast connector: 
My family is very big, but we have a very small apartment. 

the word "but" separates the main idea (I have a big family) from a contrasting idea (We have a small apartment)
Example of a paragraph using a contrast connector:
The prime minister has many supporters in the country. One reason they support him is that he encourages the development of high-tech industry. On the other hand, some people criticize him, because they think he has not done enough to stop traffic accidents. 

The phrase "On the other hand" separates the main idea (regarding those who support the Prime Minister), from a contrasting idea (regarding reasons why some oppose the Prime Minister). 

Sumber : https://in.answers.yahoo.com/question/index?qid=20080808160941AArKEe6

Tugas Softskill Bulan 1

Tugas Softskill Bulan 1

Exercise 21 Hal. 97-98

1.       Understood                                                    16. I will accept

2.      would not have been                                      17. Mother buys

3.      will give                                                           18. Had decided

4.     would had                                                       19. Would have writen

5.      would have been                                             20. will leak

6.     had                                                                  21. studied

7.     stopped                                                           22. hears

8.     needed                                                            23. see

9.     have                                                                24. Gets

10.  enjoyed                                                           25. turn

11.    painting                                                          26. were

12.   were                                                                 27. Would have called

13.   writes                                                              28. Would have talked

14.   had permitted                                               29. explained

15.   had spent                                                       30. spoke

16.  Iwill accept

17.  mother buys

18.  had decided

Exercise 26 Hal. 107

1.       Rita plays the violin well.

2.      That is an intense novel.

3.      The sun is shining brightly.

4.     The girls speak fluent French.

5.      The boys speak Spanish fluently.

6.     The table has a smooth surface.

7.     We must figure our income tax returns accurately.

8.     We don't like to drink bitter tea.

9.     The plane will arrive soon.

10.  He had an accident because he was driving too fast.

Exercise 27 Hal. 109

1.         Your cold sounds terrible.

2.        The pianist plays very well.

3.        The food in the restaurant always tasted good.

4.       The campers remained calmly despite the thunderstrom.

5.        They became sick after eating the contaminated food.

6.       Professor Calandra looked quick at the students sketches.

7.       Paco was working diligently on the project.

8.       Paul protested vehemently about the new proposals.

9.       Our neighbour appeared relaxed after their vacation.

10.    The music sounded too noisy to be classical.

Exercise 28 Hal. 114

1.         as soon

2.        more important

3.        as well

4.       more expensive

5.        as hot

6.       more talented

7.       more colorful

8.       happier

9.       worse

10.    faster

Exercise 29 Hal. 114

1.       The Empire State Building is taller than the Statue of Liberty.

2.      California is farther from New York than Pennsylvania.

3.      Hi assignment is different from mine.

4.     Louie reads more quickly than his sisters.

5.      No animal is so big as King Kong.

6.     Than report is less impressive than the government's.

7.     Sam wears the same shirt as his teammates.

8.     Dave paints much more realistically than his professor.

9.     The twins have less money at the end of the month than they have at the beginning.

10.  Her sports car is different from Nancy's.

Exercise 30 Hal. 117

1.       best

2.      happiest

3.      faster

4.     creamiest

5.      more colorful

6.     better

7.     good

8.     more awkwardly

9.     least

10.  prettier

11.    the best

12.   from

13.   less impressive

14.  the sicker

15.   than

16.  twice as much as

17.  few

18.  much

19.  farthest

20.more famous 

Beberapa metode pengukuran service excellent

Beberapa metode pengukuran service excellent

1.         Transaction jurnal

Deskripsi             : survey kepuasan pelanggan setelah mengalami service tertentu

Tujuan                  : mendapatkan masukan dari pelanggan selagi pengalaman baru saja terjadi

Keterbatasan     : lebih focus terhdap pelanggan terbaru ketimbang penilaian keseluruhan pelanggan

2.        Mistery shoping / guess

Deskripsi             : berperan sebagai pelanggan dalam evaluasi pelayanan

Tujuan                  : mengukur perilaku karyawan individual dan kelemahan dalam layanan kontak pelanggan

Keterbatasan     : bisa berdampak negative terhadap semangat kerja karyawan bila digunakan secara tidak                                   tepat

3.        Wawancara individu

Deskripsi             : wawancara terpadu beberapa orang responden yang diambil berdasarkan sampel

Tujuan                  : menegtahui secara pasti apa yang ada dibenak konsumen

Keterbatasan     : waktu dan diperlukan keahlian interview dalam mengembangkan pertanyaan untuk menggali informasi lebih dalam


sumber : catatan kursus

Service excellent

Service excellent

Budaya service excellent >>>> semua proses dan layanan

Membangun budaya service excellent sangat penting karena bukan hanya tugas para front liner. Tetapi merupakan tugas semua tim dari semua level di dalam organisasi. Dengan berbeda beda jenis keahlian dan tanggung jawabnya

3 tingkatan stratification :

-         Basic              : kebutuhan dasar terpenuhi

-         Expected      : harapan terpenuhi

-         Delighted     : harapan terlampau

8 perilaku customer service :

-         Senyum tulus

-         Wajah hangat

-         Mendengarkan kebutuhan

-         Menyebut namanya

-         Bahasa yang halus

-         Tampil dengan rapih

-         Bahasa tubuh

-         Proses yang sudah di kerjakan

Service excellent penting karena dapat mempertahankan loyalitas pelanggan karena memberikan kombinasi untuk mengambil keputusan

Prinsip – prinsip service excellent :

1.         Attitude ( sikap )

-         Melayani pelanggan berdasarkan penampilan sopan dan serasi

-         Melayani pelanggan dengan berfikir positif, sehat dan lugas

-         Melayani pelanggan dengan sikap menghargai

2.        Attention ( perhatian )

-         Mendengarkan dan memahami sungguh – sungguh kebutuhan para pelanggan

-         Mengamati dan menghargai perilak para pelanggan

-         Mencurahkan perhatian penuh kepada para pelanggan

3.        Action ( tindakan )

-         Mencatat setiap pesanan para pelanggan

-         Mencatat kebutuhan para pelanggan

-         Menegaskan kembali kebutuhan para pelanggan

-         Mewujudkan kebutuhan para pelanggan

-         Menyatakan terimakasih dengan harapn pelanggan mau kembali


sumber : catatan kursus