UPAYA CUSTOMER RELATIONS DIVISI OPERASIONAL DALAM MENGELOLA KELUHAN PELANGGAN DI PT. INDOKITA MAKMUR

Abstract

Customer Relations is carried out as one of the external Public Relations activities which deal directly with customers or the company's external public. In addition to selling products, the company also pays attention to the service system to customers. Because of the effort Customer Relations must be run for give satisfying service to customers. This study aims to determine the efforts of the Operational Division's Customer Relations in managing customer complaint of PT. Indokita Makmur. Research in this study using the concept of excellent service with elements of A6 Attitude, Ability, Appearance, Attention, Action, and Accountibility. The paradigm used in this study is the constructivist paradigm using qualitative descriptive methods. Data collection is done by using in-depth interviews and observation techniques. The subject of this research is the Operational Division of Customer Relations and the object of this research is an effort to managing customer complaint. The results of this study are the efforts made by the Operations Division in managing incoming customer complaints are managed well, namely the Operations Division has focused on providing the best service to customers based on the A6 excellent service concept which has been applied in handling customer complaints at PT. Indokita Makmur. In this case, it can be said that efforts in managing customer complaints at PT. Indokita Makmur is carried out by the Operations Division which carries out efforts that are guided by or refers to the concept of excellent service with 6 things that are well implemented in dealing with and handling customer complaints so that they can be resolved.