STRATEGI CUSTOMER SERVICE DALAM MENGHADAPI MASALAH PELANGGAN (CUSTOMER)(Studi pada PT Bank Rakyat Indonesia (Persero)Tbk Kanca Pasuruan)

Yuwana, Dian Ayu (2009) STRATEGI CUSTOMER SERVICE DALAM MENGHADAPI MASALAH PELANGGAN (CUSTOMER)(Studi pada PT Bank Rakyat Indonesia (Persero)Tbk Kanca Pasuruan). Other thesis, University of Muhammadiyah Malang.

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Abstract

The good services must be given by all aspect involved. Unfortunately, the main service is more taken by customer service (CS) that are related to customers. Customer Service are the important people in giving well services and helping customer’s problems to the product of company. Meanwhile, the right strategies should be needed to analyze the services quality. The companies generally want their customers always are on their company forever. Therefore, they have to apply concept that more refer to necessity and desire of customers. In this thesis, the writer only focused on the strategies of customer services to face on the customer’s problems. Dealing with the research method, the writer used descriptive research design to describe and to interpreted a situation and condition, the opinion or the process was growing up. (1) The result of this study were the complaints of customers toward ATM services. To overcome that problem, the customer services have to : (a) identifying the complaints of customers. (b) improving the alternative of problem solved. (c) applying the strategies to get satisfied customers. (d) giving good services to the customers. (e) applying the strategies to make good relation with the customers. (2) the success of BRI is influenced by satisfied customers and good human resource. (3) good relation between customer services and their customers.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 11 Jul 2012 02:54
Last Modified: 11 Jul 2012 02:54
URI: http://eprints.umm.ac.id/id/eprint/11836

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