PENANGANAN KELUHAN PELANGGAN MELALUI CALL CENTER HALO BCA

BERLIANA, MURNI (2021) PENANGANAN KELUHAN PELANGGAN MELALUI CALL CENTER HALO BCA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Call Center Halo BCA 1500888 is a BCA company engaged in the service sector, a company that always pays attention to service. Through the Halo BCA Call Center, the company assigns duties to carry out the role of a Public Relations through customer relations activities. For that we need a good, fast and precise way of handling customer complaints by Halo BCA Call Center staff by means of 5 stages namely : 1. Listening and Understanding, 2. Clarification and Equation of Perceptions, 3. Explanation and Apology, 4. Solution and Taking Action, and the last stage 5 Follow Up. This study uses a qualitative approach with descriptive research type. The research method used is descriptive qualitative to study, explain or interpret a case by conducting in-depth interviews with sources. This research concludes that the handling of BCA customer complaints is carried out by the Halo BCA Call Center at the Halo BCA Call Center 1500888 in handling complaints, namely the selection and appointment of Halo BCA Call Center staff who have sufficient competence in both hard skills and soft skills. Setting targets which consist of from the service side and in terms of activities as well as analysis of customer needs, compiling messages or information tailored to the needs, selecting the right and appropriate media and communication channels for more effective and efficient communication. Keywords: Handling of complaints, service, customer relations, customer service, call center, handling customer. Call Center Halo BCA 1500888 merupakan perusahaan BCA yang bergerak di bidang jasa atau pelayanan, perusahaan yang senantiasa memperhatikan pelayanan. Melalui Call Center Halo BCA perusahaan memberikan tugas untuk menjalankan peranan seorang Public Relations melalui kegiatan customer relations. Untuk itu dibutuhkan cara penanganan keluhan pelanggan yang baik, cepat dan tepat oleh petugas staff Call Center Halo BCA dengan cara 5 tahap yaitu : Tahap 1. Mendengarkan dan Memahami, tahap 2. Klarifikasi dan Penyamaan Persepsi, tahap 3. Penjelasan dan Permohonan Maaf, tahap 4. Solusi dan Taking Action, dan yang terakhir tahap 5 Follow Up. Penelitian ini menggunakan pendekatan Kualitatif dengan tipe penelitian deskriptif. Metode penelitian yang digunakan adalah deskriptif kualitatif untuk mempelajari, menerangkan atau menginterpretasi suatu kasus dengan melakukan wawancara mendalam kepada narasumber. Penelitian ini menyimpulkan bahwa penanganan keluhan pelanggan BCA dijalankan oleh Call Center Halo BCA di Call Center Halo BCA 1500888 dalam menangani keluhan yaitu pemilihan dan penetapan staff Call Center Halo BCA yang telah memiliki kompetensi cukup baik secara hard skill maupun soft skill. Menetapkan target sasaran yang terdiri dari sisi pelayanan dan dari sisi aktivitas serta analisis kebutuhan pelanggan, menyusun pesan atau informasi yang disesuaikan dengan kebutuhan, memilih media dan saluran komunikasi yang tepat dan sesuai untuk komunikasi lebih efektif dan efisien. Kata kunci: Penanganan keluhan, pelayanan, customer relations, customer service, call center, handling customer.

Item Type: Thesis (S1)
NIM/NIDN Creators: 44215110196
Uncontrolled Keywords: Penanganan keluhan, pelayanan, customer relations, customer service, call center, handling customer.
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.24 Content/Isi Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.25 Failures and Disruptions of Communication/Kegagalan dan Gangguan Komunikasi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.84 Communications and Entertainment Media/Media Komunikasi dan Hiburan
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 15 Mar 2022 07:32
Last Modified: 15 Mar 2022 07:32
URI: http://repository.mercubuana.ac.id/id/eprint/58010

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