PERAN CUSTOMER SERVICE SEBAGAI FUNGSI PUBLIC RELATIONS DALAM MENGATASI KELUHAN NASABAH (HANDLING COMPLAIN) DI BANK JAMBI SUNGAI PENUH)

WIDYA MELAN SARI

Abstract

ABSTRACT

Widya Melan Sari. 2020. The Role of Customer Service as a Public Relations Function in Addressing Customer Complaints (Handling Complain) at Bank Jambi Sungai Penuh. Under the guidance of I Afrianti, SE ,. M.Pd as supervisor 1 and Syafri Juana, S.Pd, M.Pd as mentor II.  This study aims to determine the role of customer service as a function of public relations in handling customer complaints (Handling Complain) at Bank Jambi Sungai Penuh. This study uses a descriptive qualitative research method with in-depth interview approach using interview guidelines with the problem under study and documentation. From the results of data analysis, it can be concluded that the Role of Customer Service as a Public Relations Function in Addressing Customer Complaints (Handling Complain) at Bank Jambi Sungai Penuh is a Receptionist, namely the role of Customer Service Bank Jambi Sungai Penuh as a receptionist, namely where the ability to assist and provide customer service , the service provided by Customer Service is not only by carrying out a fast administration process, but also knowing how to treat customers who can demonstrate how to serve the best possible and make an impression. As a Deskman, the role of a Customer Service at Bank Jambi Sungai Penuh serves as a person who serves various applications submitted by customers or prospective customers. As a Salesman, the role of Bank Jambi Sungai Penuh Customer Service serves as a person who sells banking products as well as an implementer of cross selling. As a Customer Relationship, the role of Bank Jambi Sungai Penuh Customer Service as a Customer Relationship serves as a person who can foster good relationships with all customers, including seducing or persuading customers to stay afloat and not run away from the bank concerned when they face problems. As a Communicator, the role of Customer Service Bank Jambi Sungai Penuh as a communicator functions as a person who contacts customers and provides information about everything that has to do with the bank and the customer.Keywords: Customer Service, Public Relations Functions, Complain Handling at Bank Jambi Sungai Penuh