ABSTRAK
Nukie Mauliddyah Purwanti,210103110194, Layanan Petugas Customer Service Di PT.PLN (Persero) Rayon Banjar. Dosen Pembimbing Dra. Kokom Komariah M.Si. Program Studi Hubungan Masyarakat Diploma III. Fakultas Ilmu Komunikasi Universitas Padjadjaran.
Penulisan laporan tugas akhir ini bertujuan untuk mengetahui sikap (Attitude), perhatian (Attention) dan tindakan (Action) oleh petugas Customer Service di PT.PLN (Persero) Rayon Banjar.
Metode penulisan adalah metode deskriptif, dengan teknik pengumpulan data wawancara, observasi dan studi kepustakaan.
Hasil pengamatan menunjukkan sikap (Attitude) petugas Customer Service PT.PLN (Persero) Rayon Banjar dalam melayani pelanggan bersikap terbuka, aktif dan sigap dengan didukung penampilan yang rapi dan serasi serta penampilan kepribadian dan ekspresi wajah yang menarik. Perhatian (Attention) yang dilakukan petugas ialah mendengarkan saran, kritikan, keluhan dan permasalahan pelanggan, tidak memotong pembicaraan, tenang, menawarkan bantuan, menjelaskan dengan detail pertanyaan pelanggan, menawarkan solusi serta memberlakukan pelanggan sebagai Raja. Bentuk tindakan (Action) yang dilaksanakan ialah menyiapkan properti untuk melayani pelanggan, melayani pelanggan di AP2T (Aplikasi Pelayanan Pelanggan Terpadu), dan menjelaskan tata cara dan syarat untuk melakukan Penyambungan Baru (PB), Perubahan Daya (PD), Penyambungan Sementara (PS) dan melayani gangguan serta komplain. Simpulan menunjukkan bahwa sikap (Attitude) petugas Customer Service dalam melayani pelanggan sudah berjalan baik dan optimal. Pada Perhatian (Attention) dinilai baik karena berupaya untuk menghasilkan kepuasan pelanggan. Adapun tindakan (Action) petugas ialah mampu melayani kebutuhan pelanggan sesuai dengan tugas yang harus dilaksanakan.
ABSTRACT
Nukie Mauliddyah Purwanti,210103110194,Customer Service Representatives Duties at PT.PLN (persero) District Banjar. Academic Lecturer Dra.Kokom Komariah M.Si. Diploma 3 Program Of Public Relation Study. Faculty Of Communication Padjajaran University.
This thesis is prepared to observe attitudes, attentions, and also actions taken by customer service representatives at PT.PLN (Persero) District Banjar.
Method of writing this thesis is descriptive,with data collections interview, observations and study of literature.
Observations shows attitude of customer service representative of PT.PLN (Persero) District Banjar in delivering service to customers are open minded, active and fast response, supported by neat and congenial appearance, attractive personality, and face expressions. A form of attentions showed by customer service representatives is listening to any suggestions, advices, complains, and various problems of guests, not interupting guests speech, offering solutions,and considering guests as king. A real action is preparing properties ro serve customers in AP2T (Aplikasi Pelayanan Pelanggan Terpadu) ,and describing the procedures and requirements to get new connection, power changes, switching transient, serving disorders and complaints.
As a conclusions show that the attitude of customer service representatives in serving customers are well perfomed. The attentions to customers are good as an effort to create customer satisfaction. The action of customer service representatives is capable in serving customer needs according to the task to be performed.
