Komunikasi Downward Hubungan Langganan Dalam Melayani Keluhan Pelanggan Perusahaan Pada PDAM Tirta Kampar Unit Kecamatan Tambang Kabupaten Kampar

Wismawan, Gifari (2020) Komunikasi Downward Hubungan Langganan Dalam Melayani Keluhan Pelanggan Perusahaan Pada PDAM Tirta Kampar Unit Kecamatan Tambang Kabupaten Kampar. Other thesis, Universitas Islam Riau.

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Abstract

Abstract Downward Communication Head of Customer Relationships in serving customer complaints at PDAM Tirta Kampar Branch Tambang Kampar District Gifari Wismawan NPM. 169110019 This study aims to determine the downward communication head of customer relationships in serving customer complaints at PDAM Tirta Kampar Branch Tambang Kampar District and the supporting and inhibiting factors. This research used qualitative method with descriptive presentation. Data collected through observation, interviews and documentation. The research subjects consisted of six people, the head of the subscription relationship, the head of the tambang branch, the distribution officer, the meter registrar, the active customer and non-active customer. Subjects were selected using purposive sampling technique. The results showed that downward communication was carried out by giving directions or specific work instructions via telephone and social media whatsapp group with instructions for resolving customer complaints. Providing information on why a job must be carried out, by providing effective outreach instructions on a regular basis, the call for more accurate recording of the customer's meter planting implies the importance of the officers going to the field listening to customer complaints. Provide information about organizational procedures and practices, by providing direction in the office so that each position works according to soup. Provide feedback on the work implementation of the employees, in the form of monthly recap reports from the tambang branch, collected at the end of the year. Presents information about ideological aspects in helping organizations instill understanding of the objectives to be achieved, namely instilling value to all parties the importance of participatory giving advice, listening to complaints and customer expectations. Supporting factors are the whatsapp group, the existence of technical soup, the recap of customer complaints, the high participation of each position giving advice to improve the performance of complaints services. The inhibiting factor is the slow delivery of piped accessories stock, the reporting period is only once a year as a result of the follow-up service improvement can only be done after the annual meeting.

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