PENERAPAN STANDAR OPERASIONAL PROSEDUR SMART SOLUTION CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN NASABAH (Pada Aktivitas Customer Service Bank BCA KCP Ancol)

IKAWATI, IKAWATI (2020) PENERAPAN STANDAR OPERASIONAL PROSEDUR SMART SOLUTION CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN NASABAH (Pada Aktivitas Customer Service Bank BCA KCP Ancol). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

The SMART SOLUTION Procedure Operational Standard is made so that the corporate culture to have service standards starts from small matters so that it can have a big impact on the company, forming culture and appreciation to better service changes for customers. The purpose of this research is to find out the reasons for implementing, implemPentation techniques, and benefits of the SMART SOLUTION Customer Service Procedure Standard in improving service at BCA Ancol KCP. The theoretical foundation used is the concept of Public Relations Communication and Customer Relationship Management (CRM) strategies. The methodology of this study uses a constructive paradigm, with descriptive research method. This study uses in-depth interview data collection techniques and observations and uses constructivist data analysis techniques Based on the results of the research conducted, it can be concluded that the role of Customer Service which in fact plays a very important role in implementing the SOP SMART SOLUTION as a service standard at BCA KCP Ancol with existing customers has been carried out properly. This is because this SOP is implemented through various forms of activities carried out by Customer Service in each service to the customer, seen from various internal and external activities such as roleplay activities, warm and consistent greeting, and job evaluation that can help to reduce errors that the possibility of occurring when the service takes place is done by Customer Service to support the implementation of the SMART SOLUTION SOP that can be applied properly and in accordance with existing procedures Standar Operasional Prosedur SMART SOLUTION dibuat agar budaya perusahaan untuk memiliki standar pelayanan mulai dibina dari hal kecil sehingga dapat memberikan dampak yang besar bagi perusahaan,terbentuk kultur dan penghayatan hingga perubahan pelayanan yang lebih baik bagi nasabah. Tujuan dalam penelitian ini adalah untuk mengetahui Alasan Penerapan, Tekhnik Penerapan, dan Manfaat Standar Operasional Prosedur SMART SOLUTION Customer Service dalam meningkatkan pelayanan di BCA KCP Ancol. Landasan teori yang digunakan adalah dengan konsep Komunikasi Public Relation dan strategi Customer Relationship Management (CRM). Metodologi penelitianinimenggunakan paradigm konstruktivistik, dengan metode penelitian deskriptif.Penelitian ini menggunakan teknik pengumpulan data wawancara mendalam dan observasi serta menggunakan teknik analisis data konstruktivis. Berdasarkan hasil penelitian yang dilakukan dapat disimpulkan bahwa peran Customer Service yang pada nyatanya berperan sangat penting dalam melakukan penerapan SOP SMART SOLUTION sebagai standar pelayanan di BCA KCP Ancol dengan nasabah yang ada telah dijalankan sebagaimana mestinya. Hal tersebut dikarenakan SOP ini diterapkan melalui berbagai bentuk kegiatan yang di lakukan Customer Service dalam setiap pelayanannya kepada nasabah, terlihat dari berbagai kegiatan internal maupun eksternal seperti kegiatan roleplay, greeting yang hangat dan kosisten, serta evaluasi pekerjaan yang dapat membantu untuk mengurangi kesalahan-kesalahan yang kemungkinan terjadi saat pelayanan berlangsung hal tersebut yang dilakukan Customer Service untuk menunjang penerapan SOP SMART SOLUTION bisa diterapkan dengan baik dan sesuai dengan prosedur yang ada.

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