Strategi komunikator dalam meningkatkan kualitas pelayanan pelanggan perusahaan umum daerah air minum tirta khayangan kota sungai penuh

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Abstract

ABSTRACT

The purpose of this study was to determine the communicator strategy in improving service quality at Perumda Tirta Khayangan Sungai Penuh City. The research method uses a descriptive type with a qualitative approach, namely a problem-solving method that is investigated by describing the state of the institution that is running the system at this time based on visible facts or as it is with interview techniques and document study. The result of this research is that verbal communication shows that the variety of customers who come to the subscription department to submit complaints. As a result, those who work in this section must have an effective communication strategy so that they can handle customer complaints optimally and of course be oriented towards customer satisfaction. Having accurate ways to manage the impression that will be conveyed when dealing with customers must be in accordance with the current situation and conditions. Because being able to create a close relationship between the company and customers and being able to maintain customer satisfaction is the dream of all companies. One of the communication strategies carried out by Perumda Kota Sungai Penuh for service and handling of customer complaints is through SPEKTRA or recording using modern technology, providing online-based customer complaints, empathy, self-presentation and self-approach through interaction and listening to customers. In non-verbal communication, the communicator listens carefully to what the other person is saying. This is intended so that there is no process of misunderstanding the meaning of the message the communicant wants to convey, besides that by listening in detail, the communicator will find it easier to take red questions from the problem and of course be able to choose the right solution to solve the problem.

Keywords: Strategy, Communicators, Service Quality