Majid, Nur Intan Qurrata A'yun Abdul (2022) Upaya Customer Service dalam Meningkatkan Jumlah Nasabah pada PT Bank Pembangunan Daerah Sulawesi Tenggara Cabang Bau-Bau. Diploma thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
Banking is an industry that supports the development of the community's economy by collecting and distributing funds. All Bank institutions are engaged in the service sector, including Regional Development Banks. However, Regional Development Bank customers only come from the government and regional apparatus. Therefore, Regional Development Banks need to improve operations by increasing the number of customers by providing good quality service to customers through competent, reliable customer service, and can handle customer complaints because customer service is a unit that deals directly with customers. The results of this study aim to determine customer service efforts in increasing the number of customers at Cash Office PT BPD Sultra Bau-Bau Branch. This study uses a qualitative description method. The data in this study were obtained through the methods of observation, interviews and documentation. The results obtained in this study are customer service efforts in increasing the number of customers of Cash Office PT BPD Sultra are setting daily targets, doing cross selling, doing role play. The standards applied by customer service in providing the best service to customers is to look presentable, confident, polite and gentle to customers, listen to customer complaints, speak clearly, enthusiastically serve customers, do not interrupt customer conversations, and be able to convince customers. Constraints experienced by customer service in providing services to customers are unsatisfactory service, inappropriate products, breaking promises and charging relatively expensive costs. The solution to these obstacles is to provide good service, fulfill all that is promised to customers and provide understanding to customers. Keywords: Service Efforts, Customer Improvement, Customer Service
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | NUR INTAN QURRATA A'YUN ABDUL MAJID |
| Date Deposited: | 05 Oct 2022 01:55 |
| Last Modified: | 05 Oct 2022 01:55 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/9593 |
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