Asiko, Zidan Achmad (2024) Strategi Komunikasi Customer Service Dalam Menangani Keluhan Konsumen (Studi Pada PT. Khariya Laundro Mesthicka). (Customer Service Communication Strategies in Handling Consumer Complaints (Study on PT. Khariya Laundro Mesthicka)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
In a company, it is inseparable from consumer complaints. One of the companies that received consumer complaints was a service company, namely PT. Khariya Laundro Mesthicka. Seeing this incident, the company presents Customer Service with the aim of handling complaints. Therefore, the formulation of the problem in this study is how the communication strategy implemented by Cutomer Service PT. Khariya Laundro Mesthicka in dealing with consumers. The theory used in this study is a five-step communication planning model. This study uses a descriptive qualitative research method with in-depth interviews and observations. The results of this study are that Customer Service implements a form of communication strategy with a five-step communication planning form including research, planning, implementation, measurement/evaluation, and reporting. In the research step carried out by Cutomer Service PT. Khariya Laundro Mesthicka by listening to what kind of complaints are submitted by consumers, understanding the complaints submitted by consumers, then making a discovery of facts related to the losses experienced by consumers and the causes of these complaints. In the second step of planning carried out by Cutomer Service PT. Khariya Laundro Methicka also involved the company's management to determine solutions to complaints submitted by consumers. In the next step, the implementation carried out by Cutomer Service PT. Khariya Laundro Mesthicka is communicating with consumers to convey solutions or forms of company responsibility for incidents that have been experienced by consumers directly or using WhatsApp media. In the measurement step of Cutomer Service PT. Khariya Laundro Mesthicka will pay attention to whether the message conveyed can be understood by consumers, and also look at the actions taken by consumers after receiving and understanding the message conveyed. In the last step, Cutomer Service PT. Khariya Laundro Mesthicka will report the results of handling consumer complaints by communicating directly with the company's management. Cutomer Service PT. Khariya Laundro Mesthicka has implemented the five steps in the five-step planning model which is used as a reference in carrying out its goal of handling consumer complaints.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Communication Strategy, Consumer Complaints, Customer Service |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi |
| Depositing User: | 1151900173 Zidan Achmad Asiko |
| Date Deposited: | 07 Feb 2001 15:57 |
| Last Modified: | 07 Feb 2001 15:57 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/32804 |
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