PERAN KOMUNIKASI DALAM EXTERNAL RELATIONS: PELAYANAN PRIMA CUSTOMER SERVICE TERHADAP NASABAH BANK

Abstract

This study aims to determine the implementation of communication in excellent service to customers at a bank. More details, namely knowing the communication service constraints that occur in all employees, both internally and externally. The data and information collection techniques in this study used observation and interviews, while the analysis was carried out through data reduction, data presentation, and data verification or conclusion. The results of the study show that excellent customer service has been carried out well, namely by successfully maintaining the bank's image. Customer service shows responsive service and is supported by qualified facilities such as a fully equipped waiting room, brochures and magazines. Specifically, the role of customer service is trying to become a bridge between the bank and customers regarding services or obstacles encountered in using services. In carrying out its role, a customer service is directed to always focus on the interests of customers and uphold integrity, cooperation, and achieve the best.

Keyword : Excellent service, Customer Service, External Relations