IMPLEMENTASI AKTIVITAS KOMUNIKASI DALAM PENANGANAN KELUHAN PELANGGAN PADA USAHA JASA

Abstract

This study aims to determine the handling of customer complaints at the research object and also to find out what obstacles occur and solutions to deal with these problems. The writing methodology used in this research is observation at objek penelitian, literature studies, and interviews. The results of observations in finding handling customer complaints at objek penelitian are receiving complaints well, analyzing customer complaint problems, handling complaints quickly, providing solutions, evaluations and reports. In terms of obstacles, especially in receiving complaints about problems from customers that are not in accordance with the complainants, there are obstacles in analyzing customer complaint problems, as well as obstacles in providing solutions. To overcome these obstacles, there is a solution to the complaint handling strategy, namely if the receipt of a problem complaint from a customer is not appropriate, the objek penelitian business always gives the company's name card to the customer, which contains the phone number of the person in charge of the company, so that customers can directly contact management if there is any complaints. And if there are obstacles in analyzing a complaint, the reserach object’s effort is to store customer complaint data so that it is faster when dealing with complaints

Keywords: Communication, external communication, grievance handling