Public Relations Communication Strategy for Handling Customer Complaints at the South Surabaya Post Office Indonesia

Azman, Mohammad Khoirul (2020) Public Relations Communication Strategy for Handling Customer Complaints at the South Surabaya Post Office Indonesia. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Pos Indonesia is a State-Owned Enterprise that is engaged in courier services, logistics and financial transactions. So that an SOE should have a good Public Relations in handling customer complaints so that the existence and good name of the company is maintained. The formulation of the problem in this research is how the application of public relations communication strategies in handling customer complaints so that customers feel satisfied after making various complaints. The research location is the South Surabaya Post Indonesia office located at Jemur Andayani Street No.75. The research method used is a Qualitative Descriptive approach that aims to make the research carried out more in depth and be able to understand the real problems that occur in the field. With data collection techniques of observation, interviews and documentation. As well as data reduction data analysis techniques, data presentation and data verification using Miles and Huberman versions. Because every problem and complaint that enters the South Surabaya Pos Indonesia office can be resolved properly so that the customer who complains to the Pos Indonesia South Surabaya office is satisfied with the service that has been provided. Based on the results of this study, the researcher recommends that the public relations of the South Indonesia Pos Indonesia Surabaya office should Pos Indonesia South Surabaya conduct a socialization of the use of service products so that customers understand and are not easy to submit complaints if the problem is trivial. Keywords: Communication Strategy, Public Relations, Indonesian Post Office.

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