Implementasi Nilai Dasar "AKHLAK" dalam Handling Customer Complaint di PT Jasamarga Tollroad Operator Ruas Tol Krian-Gresik. (Implementation of the Basic Values ​​of "AKHLAK" in Handling Customer Complaints at PT Jasamarga Tollroad Operator of the Krian-Gresik Toll Road Section).

Rosafa, Najunda Duhita Rahmadina (2023) Implementasi Nilai Dasar "AKHLAK" dalam Handling Customer Complaint di PT Jasamarga Tollroad Operator Ruas Tol Krian-Gresik. (Implementation of the Basic Values ​​of "AKHLAK" in Handling Customer Complaints at PT Jasamarga Tollroad Operator of the Krian-Gresik Toll Road Section). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The role of customer service in the complaint handling system has a very important role in companies engaged in service because a customer service has a position as an intermediary between customers and companies while maintaining the survival of a company. The basic value of "AKHLAK" is an acronym for Amanah, Kompeten, Harmonis, Loyal, Adaptif, and Kolaboratif which is a guideline in customer service performance at PT Jasamarga Tollroad Operator of Krian-Gresik Toll Road. With the basic value of "AKHLAK" has a significant impact on the complaint handling system that occurs on the Krian-Gresik toll road. The purpose of this research is to see and find out how the implementation of the basic value of "AKHLAK" carried out by customer service PT Jasamarga Tollroad Operator of Krian-Gresik Toll Road in handling complaints from road users. This research uses qualitative methods with a descriptive approach. Data collection is done through interviews, observation, and documentation. The data obtained were analyzed using Crisis Management Theory, which is one category of applied Public Relations theory in organizational management that is implemented to solve a problem or crisis. Data analysis uses data reduction, data presentation, and conclusions. The results shown in this research, that the customer service of PT Jasamarga Tollroad Operator of the Krian-Gresik Section implements the basic value of "AKHLAK" which is reflected through an honest attitude in carrying out duties, always implementing the company's Standard Operating Procedures, not being indifferent to the problems faced by road users, always maintaining the good name of the company, adapting in dealing with road users with various attitudes and dispositions, and always cooperating and maintaining interaction with road users and with fellow customer service. Keywords : Role, Customer service, Handling Complaint, Service

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