Peran Customer Service Sebagai Komunikator Pada Layanan Listrik Prabayar Di PT. PLN (Persero) Kecamatan Keo Tengah, Kabupaten Nagekeo

RANGGA, Antonius (2020) Peran Customer Service Sebagai Komunikator Pada Layanan Listrik Prabayar Di PT. PLN (Persero) Kecamatan Keo Tengah, Kabupaten Nagekeo. Undergraduate thesis, Unika Widya Mandira.

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Abstract

The role of customer service in meeting customer needs is an important goal for PT PLN (Persero) in the Middle District of Nagekeo District, the role of customer service as a communicator is very important to provide services, maintain customer confidence,and build a good corporate image in the eyes of the public or customers. Therefore researchers are interested in researching; how is the role of customer service as a communicator to listen actively in prepaid electricity services, how is the role of customer service as a communicator in speaking clearly in prepaid electricity services, how is the role of customer service as a communicator in considering and competency of officers in service delivery, and how the customer service war as a communicator in delivering concrete messages in the delivery of services. The problem approach is done using secondary data through qualitative descriptive writing as a procedure to produce descriptive data in the form of written or oral words to answer the four objectives of writing the above analysis conducted using secondary data sourced from scientific publications, website publications,documents and interviews conducted by telephone which gives the possibility of drawing conclusions and taking action. This research uses Retno's theory (2019). The results showed: (1) the ability of customer service to listen actively including; participant listening, empathetic listening, listening without judgment but critical, and listening deeply are important things that are applied in their role. (2) the ability of customer service to speak clearly in the delivery of services implemented,including; think clearly before speaking, get to know the other person, concise but effective conversations, and illustrate the conversation is an important part that is applied in his role. (3) the role of customer service in providing consideration and competence, there are several things that need attention, including; considerations of long-distance communication via email, sms, and the like, considerations of longdistance communication via telephone,and consideration of spontaneous communication. (4) the role of customer service as a communicator in delivering concrete messages, there are several factors in its role, including; clear, concise,concrete, correct and complete. Based on the results of this study, the authors suggest that; In carrying out the service activities of PT PLN (Persero) in the Middle Subdistrict, the need for service delivery by taking into account the emotional reaction of the community in this case the customers. As well as the need for communication in the provision of services that are done over long distances, by using email, sms and the like. So that in service the problems or complaints faced by customers get the best solutions quickly and easily.

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