| dc.description.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. | id |
