STRATEGI CUSTOMER RELATIONS PT JETCOMS NETINDO DIVISI INDOREG DALAM MENINGKATKAN PELAYANAN PRIMA KEPADA PELANGGAN

Abstract

Customer Relations is an crucial activity for service-based companies such as PT Jetcoms Netindo, Indoreg division as internet service provider (ISP) and domain name hosting providers company. PT Jetcoms Netindo Indoreg division strives to improve excellent service to customers. Based on these objectives, this study focusing on a problem statement namely how the Customer Relations Strategy of PT Jetcoms Netindo Indoreg Division in maintaining excellent service to customers. The study was conducted using qualitative methodology by applying a descriptive analysis approach to the technique data collection through in-depth interviews and non- participant observation. The formulation of the problem is then analyzed using the four theories of organizational communication, public relations, customer relations, and excellent service. The four theories are combined with the concepts of building Customer Relations, Creating Customer Retention, Generating Customer Referrals, Getting Customer Recovery and The concept of excellent service with 3A elements, Attitude, Attention, and Action. The results showed that the Customer Relations strategy in improving excellent service to customers by applying the concept of excellent service with 3A, Attitude, Attention, and Action elements was very effective because Customer Relations was very helpful to customers as explained by customers in interviews as Informants, seen from the customer's data always renewal domain and hosting that has been used until now because if the customer is not satisfied with the services provided by the company such as complaints and desires are not responded to and not realized, the customer will not incur any costs.