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UPAYA CUSTOMER SERVICE DALAM MENGHADAPI MASALAH NASABAH pada PT BRI (Persero)Tbk Cabang Diponegoro Surabaya

IRAWATI, SANTI RETNO (2012) UPAYA CUSTOMER SERVICE DALAM MENGHADAPI MASALAH NASABAH pada PT BRI (Persero)Tbk Cabang Diponegoro Surabaya. Other thesis, University of Muhammadiyah Malang.

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Abstract

This is a case study on PT. BRI Branch Diponegoro Surabaya with the title "Customer Service Effort Within the Customer Facing Problem in PT Bank BRI (Persero) Tbk Branch Diponegoro Surabaya ". The purpose of this study to determine the strategy of Customer Service in dealing with customers in PT Bank BRI (Persero) Tbk Branch Diponegoro Surabaya. Analysis tool used is a qualitative descriptive analysis. In analyzing the data obtained, the researchers used a qualitative descriptive method, that is the way out the problem, situation or event as they are thus able to reveal the facts in order to get a clear and complete picture of subsequent authors provide the most appropriate solutions from a variety of alternative solutions exist. The results that the Customer service strategy CRM (customer relationship marketing) where a continuing relationship between the service provider to consumers, the relationship does not end after the sale is completed, Customer Service provides the best service to build relationships with customers in the long run, Be friendly and polite to each customers who come, this attitude is applied so that customers feel comfortable in dealing with Bank BRI. Customer service is listening to customers' problems by being empathetic, fast and responsive in helping provide solutions according to the problems being experienced and convince clients that everything will be resolved in accordance with the procedure.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Diploma of Finance & Banking
Depositing User: Fitriana Kasiani
Date Deposited: 28 Sep 2015 03:35
Last Modified: 28 Sep 2015 03:35
URI : http://eprints.umm.ac.id/id/eprint/18518

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