PERAN CUSTOMER SERVICE DALAM MENINGKATKAN KEPUASAN PELANGGAN MELALUI PENDEKATAN KOMUNIKASI ANTAR PRIBADI (Studi Kasus pada Customer Service GraPARI Telkomsel Gandaria)

Abstract

Communication is a statement and a technique of how a communicator deliver a message to communicant. At this point, communication process in delivering message or information itself occures when a customer service officer serves a customer or in other words, the process takes place in direct communiation activity with the customers. Customer service has role as the the front line of the company and the connector between company and its customers. It has become the duty and responsibility for a company to provide service in the terms of product information, consultation,handling complaints, after sales service, and so on. In delivering message and informaion to customers, a customer service officer must have competency in communicating the information and solution related to customer needs and complaints, so that the customer satisfaction can be attained. This matter has attracted the writer to do a reasearch entitled “The Role of Customer Service in Increasing Customer Satisfaction by means of interpersonal Approach”. This research applies case study method and qualitative research approach. Regarding to the character of this research, the writer gives description about research topic which is derived from data source; in forms of interviews and observations. On the other hand, this research also applies interpretive paradigm and interpersonal communication theory by Deddy Mulyana, Theory of coordinated meaning management by West & Turner. Keywords: Customer Service, Cutomer Satisfaction, Interpersonal Communication