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DAFTAR ISI
KATA PENGANTAR.............................................................................................. ii
DAFTAR ISI .......................................................................................................... iii
PETA KOMPETENSI ............................................................................................ iv
PETA KONSEP ..................................................................................................... v
PENDAHULUAN ................................................................................................... 1
A. Deskripsi ..................................................................................................... 1
B. Prasyarat .................................................................................................... 1
C. Petunjuk Penggunaan Modul...................................................................... 1
D. Tujuan Pembelajaran ................................................................................. 2
E. Relevansi Isi ............................................................................................... 2
F. Cek Kemampuan ........................................................................................ 3
BAB 1 PELAYANAN CUSTOMER SERVICE ....................................................... 4
A. Pengertian Customer Service ..................................................................... 5
B. Syarat Customer Service ............................................................................ 6
C. Tugas Customer Service ............................................................................ 7
D. Resiko Customer Service ........................................................................... 8
E. Standar Penampilan Customer Service ...................................................... 9
F. Standar Melayani Nasabah ........................................................................ 12
Rangkuman ..................................................................................................... 16
Tugas Mandiri .................................................................................................. 17
Tes Formatif ..................................................................................................... 18
Kunci Jawaban................................................................................................. 20
Lembar Kerja ................................................................................................... 21
BAB 2 PELAYANAN TELLER ............................................................................... 22
A. Pengertian Teller ........................................................................................ 23
B. Syarat Teller ............................................................................................... 24
C. Tugas Teller................................................................................................ 25
D. Resiko Teller............................................................................................... 27
E. Standar Penampilan Teller ......................................................................... 29
F. Standar Melayani Nasabah ........................................................................ 30
Rangkuman ..................................................................................................... 38
Tugas Mandiri .................................................................................................. 39
Tes Formatif ..................................................................................................... 40
Kunci Jawaban................................................................................................. 42
Lembar Kerja ................................................................................................... 43
DAFTAR PUSTAKA .............................................................................................. 44
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