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Herminingtyas, Mia (2007) AKTIVITAS PELAYANAN CUSTOMER SERVICE DALAM RANGKA MEMPERTAHANKAN KONSUMEN TELKOM FLEXI (Studi pada PT. Telkom Kancatel Kediri). Other thesis, University of Muhammadiyah Malang.


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Development of business in the field of communication services has increased This is also supported with the birth of a mobile communication device capable of serving the communication process technically more flexible and able to reach all levels of society, in accordance with development of communication technology available. PT Telkom Indonesia megeluarkan service specifically based on CDMA (code division multiple acces), namely Telkom Flexi. PT Telkom Kancatel Kediri is a subsidiary of PT Telkom Indonesia in Kediri Madiun city region area Regional Division V Surabaya. One form of service in consumers in the series retain customers is by Telkom Flexi form the Customer Service Division. Customer service activities become very important for improve and maintain total customer satisfaction. Based on this background of the problem which then arises is: What service activities by customer service in order to maintain consumer telkom flexi on PT Telkom Kancatel Kediri. This research was conducted at the Customer Service PT Telkom Kancatel Kediri. Using type of descriptive research on the basis of qualitative research. Sources of information that employees the customer service and some telecom customers Flexi. In collecting observation, interviews and documentation. And using the technique of domain analysis. From the discussion that the customer service activity in maintaining customer service Telkom Flexi as fully responsible for the provision of services to consumers, socialization implement flexi telecom products. In the face of competition the customer service strives to improve the quality of services and related human resources in therein, such as through training, training and training of the ministry. So that service the customer service in keeping customers is innovative, always new in its implementation in the field, such as giving a surprise in harihari particular, the expected by the consumers to be sympathetic and impressed by the form PT Telkom services. Form of service is expected to also keep up to date and customers' needs are always changing in accordance with the development of world telecommunications. With the form of better service to society, then the contribution from the customer service itself more real in a role helping maintain while increasing the number of customers of Telkom Flexi.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Social and Political Science > Department of Communication Science (70201)
Depositing User: Zainul Afandi
Date Deposited: 11 Jun 2012 04:21
Last Modified: 11 Jun 2012 04:21

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