Peranan Customer Service Dalam Meningkatkan Pelayanan Terhadap Nasabah Di Bank Tabungan Negara Cabang Pemuda Di Surabaya

Barid, Irda Fatihul (2017) Peranan Customer Service Dalam Meningkatkan Pelayanan Terhadap Nasabah Di Bank Tabungan Negara Cabang Pemuda Di Surabaya. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

Customer Service plays an important role for interaction and providing services to Customer Service and potential customers related to services yamg used. within their customer service functions are expected to provide fast, accurate, responsive, nice, friendly to customers. between Customer Services bank is expected to attract customers by offering new products. The aim of research to determine the duties, powers and responsibilities of customer service, customer service strategy, customer service strategy other banks. Using interviews directly to employees. Results Customer Service research task that serves the customer service in terms of opening savings accounts, time deposits, demand deposits, serve the complaint. authorized customer service menyelesai each job and task to task through to completion. Responsibility with customer service. Customer strategy using SAS (Service Assurance Staff) service standards and do roleplay after each. Strategy compared to other banks using the new product variants, and gifts. Komplen constraints faced by customers such as cash withdrawals customers did not come out, the computer system errors, lack of communication skills. solution within 3 days will be returned to the customer, using the manual method, follow the course of communication. Implementation of the trick to woo customers to save on BTN with bonuses, do roleplay 2x a day. So it's not a computer error in a check once a month, following the training routie. Keywords : improve customer service, can attract customers, provide good service

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 22 Oct 2019 02:08
Last Modified: 22 Oct 2019 02:08
URI: http://eprints.perbanas.ac.id/id/eprint/4715

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