AKTIVITAS CUSTOMER RELATIONS PADA DEPARTEMEN CUSTOMER SERVICE MEDIA INDONESIA UNTUK MENINGKATKAN KEPUASAN PELANGGAN (STUDI DESKRIPSTIF KUALITATIF)

Abstract

For a company to have a customer is no less important. Because it takes the active role of customers to use and assess the company's products or services. The purpose and objective of this study is to find out how is Customer Relations activity in the Department of Customer Service of Media Indonesia, to increase customer satisfaction. The method of this study is using study of Descriptive of Qualitative to describe the result of research in the form of written or oral words of the behaviors observed on Department of Customer Service of Media Indonesia in serving and increasing the satisfaction of its customers during subscribing to daily newspaper of Media Indonesia. The results of this study shows that during the ongoing communication between customers with staff Customer Service of Media Indonesia there are two types of communication verbal and nonverbal communication. Communication between the department of Customer Service of Media Indonesia with the customer takes place by using a secondary communication pattern that is the phone as a media tools during interaction. All customer data obtained will be subscribed, ready to be input to the Customer Service system named Admin Pelanggan or orekel CS. Newsagent is a partner and also customer of Media Indonesia, because the newsagent helps in sending newspapers to customers so that should be built good relationship. Customer satisfaction is accomplished by frequently reconfirmation such as updating or follow-up on delivery of the newspapers and any customer requests, especially complain acceptence.