SITIO, KRISANTI (2020) POLA KOMUNIKASI INTERPERSONAL RELATIONSHIP MANAGER (RM) DALAM MEMBANGUN CUSTOMER RELATIONS DI PT BANK CIMB NIAGA TBK CABANG TOMANG TOL KEDOYA JAKARTA BARAT. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The implementation of Customer Relations is very important for companies engaged in banking services. PT Bank CIMB Niaga Tomang Tol Branch, West Jakarta Kedoya applies Customer Relations by involving Relationship Managers as mediators that connect the company and the customers. In an effort to realize the goal of building Customer Relations at PT Bank CIMB Niaga Tomang Tol Kedoya Branch, the application of interpersonal communication patterns is carried out by Relationship Managers in each of its activities. This study uses a case study research method because researchers want to analyze and elaborate on aspects of the company, and the interpersonal communication pattern strategies used by Relationship Managers. The data collection techniques used by researchers by conducting interviews with key informants are about 6 people. The results of this study indicate that the Interpersonal Communication Pattern used by Relationship Managers at Tomang Tol Kedoya Branch is a twoway communication pattern. Customers and Relationship Managers exchange roles as communicators and communicants. Relationship Managers carry out Public Relations duties and roles because at CIMB Niaga Tomang Tol Branch does not have public relations practitioners. Keywords: Communication Patterns, Interpersonal Communication, Customer Relations
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