Saputra, Sigit
(2021)
Analisis Komunikasi Interpersonal Customer Service Dalam Mempertahankan Pelanggan Telkomsel (Studi Pada Telkomsel Grapari SKA Pekanbaru).
Other thesis, Universitas Islam Riau.
Abstract
This thesis discusses interpersonal communication carried out by customer service in retaining its customers. This study aims to see how the interpersonal communication of a customer service person to their customers in order to make customers comfortable and to retain customers. The method used in this study is a qualitative descriptive method with the research subject being the customer service TelkomselGraPARI SKA Pekanbaru as the key informant. And as for the additional informants to find out the results of the research are Telkomsel customers. This study uses the theory of social penetration proposed by Altman and Taylor (1973). The results showed that interpersonal communication carried out by customer service consisted of 4 stages, namely the orientation stage, affective exploratory exchange, affective exchange, and stable exchange. The orientation stage can be seen from customer service as an object of research using the orientation stage towards customers by greeting or greeting customers and staring and smiling at the introduction of customers so that customers feel comfortable and make good communication between customer service and customers. Affective exploratory exchange can be seen from the customer service opening communication by greeting and complaining that the customer always smiles, uses good language and is easy for customers to understand. Affective exchange can be seen from customer service first, what complaints are reported by customers so that customers feel comfortable when they complain and after that customer service can respond to how the solutions to complaints given by customers. Stable exchange can be seen from customer service that can master Telkomsel product knowledge so that it can answer various questions or complaints submitted by customers.
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