ABSTRAK
KHAIRUNNISA, 2011, Judul “Tinjauan Problem Solving Penanganan Keluhan Pelanggan di PT. Astra Internasional Tbk-Daihatsu Astra Biz Center Bandung”, di bawah bimbingan Ira Mirawati, S. Sos., M. Si. Program Diploma III Pendidikan Ahli Komunikasi Terapan, Fakultas Ilmu Komunikasi, Universitas Padjadjaran.
Tujuan dari penulisan laporan tugas akhir ini adalah untuk mengetahui standar pelayanan terhadap pelanggan, strategi problem solving atau pemecahan masalah pada penanganan keluhan pelanggan di PT. Astra Internasional Tbk-Daihatsu Astra Biz Center Bandung yang terdiri dari adanya media penanganan keluhan pelanggan seperti direct walking in showroom, follow up after service dsb. Dimana kegiatan tersebut ada demi tercapainya suatu kepuasan pelanggan terhadap pelayanan yang diberikan dan disediakan oleh perusahaan.
Metode yang digunakan dalam penulisan laporan ini adalah metode deskriptif yakni yang berupaya menggambarkan secara umum obyek pengamatan. Teknik pengumpulan data yang digunakan adalah dengan observasi melalui praktek kerja lapangan, wawancara dan studi kepustakaan.
Hasil yang diperoleh adalah bahwa dengan adanya standar pelayanan pelanggan, kegiatan tersebut dimaksud demi tercapainya tujuan perusahaan PT. Astra Internasional Tbk-Daihatsu Astra Biz Center Bandung yaitu menjadi perusahaan yang terbaik dan lebih baik dalam melayani kebutuhan konsumennya. Serta dimana peranan Customer Relation Officer (CRO) dalam menangani keluhan pelanggannya sangatlah penting. Strategi yang digunakan adalah dengan adanya test drive after service, follow up after service, media keluhan pelanggan seperti email, website, hotline dll, layanan booking service dan menginformasikan melalui pesan singkat pada konsumennya untuk memberikan suatu kepastian sebagai bentuk kesungguhan dalam menyelesaikan masalah.
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(2)ABSTRACT
Khairunnisa , 2011, title " A review of Problem Solving Customer Complaints Handling in the PT. Astra International Tbk –Daihatsu Astra Biz Center Bandung " , under the guidance of Ira Mirawati, S. Sos., M. Si. Diploma III Education Program Expert Applied Communication, Faculty of Communication Sciences, University of Padjadjaran.
The purpose of this final report is to determine standards of customer service , problem solving strategies or solving a problem in the handling of customer complaints in the PT . Astra Daihatsu Astra International Tbk - Biz Center Bandung which consists of the presence of the media handling of customer complaints such as direct walking in the showroom , follow-up after service and so on . Where these activities exist to achieve a customer satisfaction with the services provided and supplied by the company .
The method used in this report is the descriptive method that seeks to describe the general object of observation . Data collection techniques used are observation through field practice , interviews and literature study .
The result is that the absence of customer service standards , such activities intended to achieve the objectives of PT . Astra Daihatsu Astra International Tbk - Biz Center Bandung is becoming the best company and better serve the needs of its customers . And where the role of Customer Relation Officer ( CRO ) in handling customer complaints is very important . The strategy used is the presence of a test drive after service , follow-up after service , customer complaints media such as email , websites , hotlines , etc. , services and booking services through short message to inform its customers to provide certainty as a form of seriousness in resolving the problem .
The conclusion obtained is that of PT . Astra Daihatsu Astra International Tbk - Biz Center Bandung is one company that is committed to maintaining loyalty and create customer satisfaction by striving to make the customer as its main priority . That's because according to the company's goal is to make the customer as a close relative or friend of the Daihatsu , which the company will always give his best efforts in serving customers .
