PERAN CUSTOMER SERVICE PLASA TELKOM DALAM MENANGANI KELUHAN DAN MENJAGA LOYALITAS PELANGGAN INDIHOME DI PT TELKOM WILAYAH TELKOM JAKARTA PUSAT

PARIDAH, SITI (2019) PERAN CUSTOMER SERVICE PLASA TELKOM DALAM MENANGANI KELUHAN DAN MENJAGA LOYALITAS PELANGGAN INDIHOME DI PT TELKOM WILAYAH TELKOM JAKARTA PUSAT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The advancement of the times and the rapid technology make some people feel disturbed if the telphone or internet in their home experience interference, handling customer complaints by customer service should be in accordance with what is expected by customers because improper handling of customer complaints will be a kind of boomerang for companies, customers who are disappointed with quickly disseminate their disappointment. A service strategy is needed in an effort to maintain customer relationships. CRM (Customer Relationship Management) theory is one of the company's efforts in managing customers that are owned optimally so that they remain loyal to the company. The type of research used is descriptive with a leatherative approach, with the post positivism method to study intensely the background of the current state of the object and the interaction of social environment, primary data obtained from interviews or question and answer conducted in a secondary manner. Secondary data obtained from literature studies or literature literature related to research. Based on the results of the study shows that the role of Customer Service is to handle complaints but at the same time foster relationships with customers, that true customer service affects customers while making customers loyal to the company. By holding complaints, customers still become customers and become loyal to the company. Keywords: complaint. CRM, Customer Service, Loyalty Kemajuan jam an dan pesatnya teknologi membuat sebagian orang merasa terlanggu jika telphone maupun internet di rumahnya mengalami gangguan, penanganan keluhan pelanggan oleh customer service sebaiknya sesuai dengan apa yang diharapkan pelanggan karena penanganan keluhan pelanggan yang tidak tepat akan menjadi semacam bumerang bagi perusahaan, pelanggan yang kecewa dengan cepat menyebarluaskan kekecewaan mereka. Dibutuhkan strategi layanan dalam usahanya menjaga hubungan dengan pelanggan. Teori CRM (Customer Relationship Management) merupakan salah satu upaya perusahaan dalam mengelola pelanggan yang dimiliki secara optimal agar tetap menjadi loyal dengan perusahaan. Tipe penelitian yang digunakan adalah Deskriptif dengan pendekatan kulitatif, dengan metode post positivisme untuk -mempelajari secara intensiftentang latar belakang keadaan objek sekarang dan interaksi lingkungan soaial , data primer diperoleh dari wawancara atau tanya jawab yang dilakukan secara lamgsung, Data sekunder diperoleh dari studi kepustakaan atau literatur literatur yang berhubungan denganpenelitian. Berdasarkan hasil penelitian menunjukkan bahwa peran Customer Service adalah untuk menangani keluhan tetapi sekaligus membina hubungan dengan customer, Bahwa benar customer service menipengaruhi customer sekaligus menjadikan customer loyal pada perusahaan. Dengan menghendel keluhan customer tetap menjadi pelanggandan menjadi loyal pada perusahaan. Kata Kunci: Keluhan. CRM,Customer Service, Loyalitas

Item Type: Thesis (S1)
NIM: 44314110097
Uncontrolled Keywords: Keluhan. CRM,Customer Service, Loyalitas
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.61 Interfacing and Communications for Specific Types of Electronic Computers/Antarmuka dan Komunikasi untuk Jenis Komputer Elektronik Tertentu
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.65 Computer Communications Networks/Jaringan Komunikasi Komputer
700 Arts/Seni, Seni Rupa, Kesenian > 720 Architecture/Arsitektur > 725 Public Structures Architecture/Arsitektur Struktur Umum > 725.2 Commercial and Communication Buildings/Arsitektur Gedung Perdagangan dan Komunikasi > 725.23 Office and Communications Buildings/Bangunan Kantor Komunikasi
Divisions: Fakultas Ilmu Komunikasi > Periklanan dan Komunikasi pemasaran
Depositing User: Virda Syifa
Date Deposited: 22 Jan 2019 04:12
Last Modified: 22 Jan 2019 04:12
URI: http://repository.mercubuana.ac.id/id/eprint/46804

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