STRATEGI CUSTOMER RELATIONSHIP PT. KANTOR POS BESAR YOGYAKARTA DALAM UPAYA PENINGKATAN LOYALITAS KONSUMEN

Abstract

Riza Ardita. 12321125. Customer Relationship Strategies to Escalate The Customer Loyalty in PT. Kantor Pos Besar Yogyakarta. Bachelor Thesis. Communication Studies Courses, Faculty of Psychology and Social Sciences Culture, Islamic University of Indonesia. 2017. The importance of customer relationship makes the PT. Kantor Pos Besar Yogyakarta is still able to compete with other similar companies that appear among the public. As a pioneer in the Indonesia postal service originally focused on the field of correspondence, technological advancement and information encourages companies to keep first settled with the business climate improve services to become more innovative. The presence of the customer relationship to build and foster harmonious relationships between companies with the public. The company's customer relationship activities handled by the customer service division in performing their role and duty to provide services to the public. It is in accordance with the theory of Wilcox that activities conducted include consumer information and complaint handling. This research using descriptive qualitative method, i.e research directed to illustrate and describe about facts or particular social phenomena. In this connection for analyzing the data obtained so that it can be known how the customer relationship strategies applied in PT. Kantor Pos Besar Yogyakarta. The results of this research are the role and duties of the customer service PT. Kantor Pos Besar Yogyakarta in carrying out its main function i.e. convey information and provide excellent service to the public by applying 3 S (Senyum, Salam,Sapa), gave a commitment in accordance with SOP as guidelines related work procedures, pay attention and maintain performance also attitude in work, as well as provide solutions as well as handling complaints experienced by postal customers. The role of the customer service is very important because it is on the front of the PT. Kantor Pos Besar Yogyakarta serving directly the needs of the public, so it can be a harmonious relationship between entwined company with the public that can increase consumer loyalty.