SARI, NOVIANDA PUSPITA (2020) PENERAPAN CUSTOMER SERVICE DALAM UPAYA MENINGKATKAN PELAYANAN NASABAH PADA PT BANK CENTRAL ASIA TBK KCP TANAH ABANG BLOK A. S1 thesis, Universitas Mercu Buana.
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Abstract
The good service will became a reflection of the quality of the company. Banking competition is getting tougher makes each company focused on service, where companies need communication strategies to provide good service to customers. The implementation of customer relations conducted by BCA in Tanah Abang Block A is an activity of forming a customer trust based on the customer relations method, in this case using the smart solution method to provide servicesThis study used the theory of communication strategies and discusses what customer service strategies in serving customers as follow how to deliver messages, content of communication, methods of delivering messages and grouping customer categories. The Researcher used qualitative method with the case study method is descriptive. The data obtained by used in-depth interviews with key informants from customer service PT Bank Central Asia (Persero), Tbk KCP Tanah Abang Blok A, library studies, and documentation studies. The focus of the research is on how customer service communication strategies provide service to customers. Key words: Communication Strategy, Customer Relations , Customer Service. Pelayanan yang baik akan menjadi cermin kualitas dari suatu perusahaan. Persaingan perbankan yang semakin ketat membuat masing-masing perusahaan berfokus pada pelayanan dimana perusahaan membutuhkan implementasi customer relations untuk memberikan pelayanan yang baik kepada nasabah. Implementasi customer relations yang dilakukan oleh Bca kcp Tanah Abang Blok A adalah kegiatan membentuk suatu trust customer berdasarkan metode customer relations, dalam hal ini menggunakan metode smart solution dalam memberikan pelayananya Penelitian ini menggunakan teori Strategi komunikasi dan membahas mengenai apa saja implementasi customer relations dalam membangun pelayanan nasabah yang meliputi cara penyampaian pesan, isi komunikasi, metode penyampaian pesandan pengelompokkan kategori nasabah. Peneliti menggunakan metodologi kualitatif dengan metode studi kasus bersifat deskriptif. Data diperoleh dengan menggunakan wawancara mendalam terhadap key informan dan customer service PT Bank Central Asia (Persero), Tbk KCP Tanah Abang Blok A studi kepustakaan, dan studi dokumentasi. Fokus penelitian ada pada bagaimana implementasi customer relations dalam memberikan pelayanan kepada nasabah. Key words: Strategi Komunikasi, Customer Relations, Pelayanan Nasabah.
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