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
