DWIYANI, MIRA (2021) STRATEGI CUSTOMER RELATIONS DALAM MEMPERTAHANKAN HUBUNGAN BAIK DENGAN PELANGGAN DI PT ADYA TOURS. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The existence of customer relations has a very important position with all its roles and functions to provide information, provide services, needs, customer complaints, convey messages, provide advice needed by customers to maintain customer trust, so that customers feel and care with a feeling of safety and hope. will maintain good relationships with customers and will arise positive trust and support for the company. The purpose of customer relations is to convince customers and potential customers that the Company's products and services will continue to be improved in quality, variety and use, provide a consistent source of supplies with a constructive rational price village, serve consumers honestly and strive to develop the company and expand the market. This research uses descriptive qualitative research method. The data collection technique used was in-depth interviews with key informants and informants from the staff of PT. Adya Tours and several customers. The research results obtained in the customer relations strategy that has been carried out at PT Adya Tours are the presence of personal selling that supports the customer relations strategy, superior customer service, technology and an effective complaint handling system. Keywords: Strategy, Customer Relations, Customers Keberadaan Customer relations sangat memiliki posisi yang sangat penting dengan segala peran dan fungsinya guna memberikan informasi, memberikan pelayanan, menangani kebutuhan, keluhan pelanggan, menyampaikan pesan, memberikan saran yang dibutuhkan pelanggan guna menjaga kepercayaan pelanggan, sehinga pelanggan merasa dihargai dan diperhatikan dengan perasaan aman dan wajar diharapkan akan mempertahankan hubungan baik dengan pelanggan dan akan timbul kepercayaan dan dukungan yang positif terhadap perusahaan. Tujuan dari kebijaksanaan Customer Relations adalah meyakinkan para pelanggan dan calon pelanggan bahwa produk dan jasa Perusahaan akan terus ditingkatkan mutu, macam dan kegunaannya, menyediakan sumber persediaan yang konsisten dengan suatu kebijaksanaan harga konstruktif yang rasional, melayani para konsumen dengan jujur serta berusaha mengembangkan perusahaannya dan memperluas pasaran. Adapun penelitian ini menggunakan metode penelitian deskriptif kualitatif. Teknik pengumpulan data yang digunakan adalah wawancara mendalam dengan key informan dan informan dari staff PT. Adya Tours dan beberapa pelanggan. Hasil penelitian yang diperoleh dalam strategi customer relations yang sudah dilakukan di PT Adya Tours yaitu Kehadiran Personal Selling yang mendukung startegi customer relations, Superior Customer Service, Teknologi dan Sistem Penanganan Komplain Secara Efektif. Kata Kunci : Strategi, Customer Relation, Pelanggan
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