PROSEDUR MENANGANI KELUHAN NASABAH OLEH CUSTOMER SERVICE PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk. UNIT SOEKARNO HATTA MALANG

The task of a customer service person is to serve customers and fulfill customer desires according to the customer's requests. As the front guard, customer service is obliged to provide maximum service to customers. Service at a bank is not only about serving in terms of offering bank products and services, but also serving customer complaints based on the bank products and services they receive. The discomfort felt by customers causes customers to submit their complaints. This is the task of customer service in serving and resolving customer complaints. The method used in this research is descriptive qualitative. Data collection techniques use observation and interviews. The informants in the interviews came from office employees at the research location. The data analysis technique uses narrative analysis based on interview results. The results of this research indicate that the procedures for handling customer complaints at the Bank Rakyat Indonesia Soekarno Hatta unit, Malang, a customer service person must have perfect public speaking skills and have the ability to resolve problems quickly and accurately in providing solutions to customers who are submitting their complaints

CBR-ESiCA (Case-Based Reasoning - Expert System in Complaint Analysis)

Many companies concern most about their level of customer complaints. The numbers of customer complaints are usually used as business performance indicator. A lot of companies handle a survey in order to get response or complaint from their customers and make an analytical study on it. In this research, the author has developed Case-Based Reasoning Expert System in Complaint Analysis (CBR-ESiCA) in order to automate all the processes involved in categorizing the customer complaints into particular complaint category. The scope of the research is customer complaints regarding to home care products. CBR-ESiCA categorizes customer complaints into one of eight key complaint categories. New complaints are solved by adapting previously successful solutions to similar complaints. The main objective of the system is to categorize customer complaints into particular complaint categories and generate report based on analytical study made

Sistem Informasi Penanganan Keluhan Pelanggan di Rumah Sakit Umum Surya Husadha Denpasar Berbasis Web

The hospital as one of the largest health installations always strives to implement quality services because it has an impact on customer satisfaction and brings in new customers. Customer complaints that are not handled properly will adversely affect the impression of the hospital. The difficulty faced by Surya Husadha General Hospital Denpasar is handling customer complaints that are still manual by wrote to the paper. This method is considered not maximal in efforts to provide handling and managing customer complaints. The purpose of this research is to build an information system for handling customer complaints that can help hospital customer care in managing customer complaints, confirm complaints to the relevant units and validate the actions taken. Customer complaint handling information systems can also produce complaints information that has been handled and has not been handled as well as customer complaints reports based on certain time units. The results of the research indicate that it has succeeded in building a complaints information system that can help customer care in managing customer complaints. The results of black box testing show that the system functions run well

The Complaint Response Strategies in the Airline Outbound Calls from the Perspective of Rapport Management

Customer complaints can have a significant influence on the rapport and relationships between the customer and the company. This article aims to study the company’s response strategies for customer complaints from the perspective of rapport management, collecting the data from the airline outbound calls. Results show that there are three types of customer complaints and three kinds of response strategies related, but the effect of strategies on rapport management is not satisfying

STUDI DESKRIPTIF CUSTUMER COMPLAINT DI RESTORAN HOTEL MERITUS SURABAYA

Tujuan dalam penelitian ini adalah untuk mengetahui gambaran tentang customer complaints di restoran Hotel Meritus Surabaya. Target populasi dalam penelitian ini adalah pria dan wanita yang pernah membeli, makan dan minum di Hotel Meritus Surabaya dan pernah melakukan complaint. Aras pengukuran yang digunakan dalam penelitian ini adalah aras nominal yang menggunakan beberapa pilihan jawaban yang sudah tersedia di setiap pertanyaan yang terdapat pada kuesioner Metode pengolahan data yang digunakan dalam penelitian ini antara lain menggunakan distribusi frekuensi atau tabel frekuensi, persentase dalam diagram batang dan tabulasi silang. Dari penelitian ini didapatkan hasil bahwa paling banyak customer complaints pada rasa dan kualitas dan paling banyak bentuk komplain pada rasa makanan yang disajikan tidak enak, Pada bentuk customer complaints harga dan pembayaran paling banyak bentuk komplain pada terdapat sering kesalahan pencatatan pada nota, pada bentuk customer complaints perlengkapan dan suasana paling banyak pada peralatan meja tidak lengkap dan pada bentuk customer complaints karyawan dan layanan paling banyak pada penyajian makanan dan minuman sangat lama&nbsp

See no devil, hear no evil, speak no evil : a study of defensive organizational behavior towards customer

Despite substantial benefits of an effective complaint management for companies, there is ample evidence that many companies do not handle customer complaints appropriately. This paper aims at providing a theoretical explanation for this surprising phenomenon. Drawing on psychological and organizational theory, the authors introduce the concept of defensive organizational behavior towards customer complaints as well as provide a rich conceptualization and operationalization of this phenomenon. Moreover, in an empirical study, they systematically analyze how defensive organizational behavior towards customer complaints is driven by organizational antecedents and, based on a dyadic data set, how it affects customer post-complaint reactions

Pelayanan PT. PLN (PERSERO) Unit Layanan Pelanggan (ULP) Panam Dalam Menanggapi Keluhan Pelanggan

Indonesia is one of the developing countries, to carry out fair and equitable development throughout Indonesia, there is a need for sufficient energy as a driving motor for development itself. Electricity distribution in Pekanbaru, as in other regions of Indonesia, is handled by the State Electricity Company (PLN) as the largest electricity supply company in Indonesia. PT. PLN (Persero) Pekanbaru ULP Panam branch as one of SOEs that aims to provide services in the field of electricity to the community (Public Utility). Organizational structure that is a primary and absolute requirement for increasing employment, responsibility and achievement of established goals. The purpose of this study is to describe and analyze PT.PLN services in handling customer complaints and identify and analyze the inhibitory factors of PT.PLN services in handling customer complaints. This study used Zeithaml's theory of five indicators: Tangible, Reliability, Responsiveness, Assurance, Emphathy. The methods used in this study are qualitative research methods that are descriptive. With data collection techniques, observation interviews and documentation. The service provided by PLN ULP Panam is still insufficient because of the many customer complaints that resulted in the service process being hampered. The service provided by the officers is not sufficient in responding to customer complaints and the SOP or Service Standards for officers in handling customer complaints do not exist. PLN ULP Panam must take this problem seriously because if there is no SOP or Service Standard, it is detrimental to the service process provided to customers

Maintaining customer service in a fast food outlet

In a fast food outlet, a competitive field, customer service is a crucial factor. Customers are very much concerned about customer service and the quality of the food they get. This research is based on quality of service, inventory management, and employee training methods. Qualitative method is used for data collection for this project since it is more communicative and reliable. Data is collected from observations during work time. The store manager was interviewed for more information about inventory management of the store and customer service. This research found that not all the employees are trained for customer service. The inventory is done manually in the store, which is a time-consuming method. Not keeping sufficient stock leads to a shortage of toppings for pizza in the rush time if demand goes high, which may lead to customer complaints. Results of this research show that the standard of customer service and quality of food can be controlled and improved by managing the inventory, employee retention technique, and proper employee training. The research recommends using employee retention techniques and software methods for better inventory management. Keeping safe stocks as per the demand can reduce customer complaints about the quality of food.