PERAN CUSTOMER SERVICE DALAM MENANGGAPI KELUHAN PELANGGAN RS TELOGOREJO

Abstract

Telogorejo Hospital is one of the companies engaged in the field of health services. To create a dynamic and harmonious relationship with its customers, one of the efforts made by forming a "Customer Service" for responding to and dealing with customer complaints and provide hospital services to customers, which is expected to create good relationships between the hospitals with the customer. The purpose of this study was to describe the role of Customer Service in response to Telogorejo Hospital customer complaints. Efforts to address the problems and goals of the research carried out by using the Kasmir (2006: 23) theory that the task of Customer Service as a customer relations officer role in fostering good relationships with customers by being a facilitator and communicator of problem solving that is involved in providing information to customers. This study used a qualitative descriptive type. To get answers to existing problems, the authors used an interview guide in order to produce data in the form of complete information from sources that have a connection with the problem under study authors. Informants of this study was a Customer Service and Front Desk Supervisor of Telogorejo Hospital, a Customer Service of Telogorejo Hospital and two customers of Telogorejo Hospital. Based on the results of the study, found that Telogorejo Hospital’s Customer Service role in responding to and dealing with customer complaints, customer service was instrumental Telogorejo Hospital ranging from accommodating complaints, listen to any customer complaints, coordinates with customer complaints unit, to provide solutions to customers. Majority, the factors causing customers to complain is the internal factor, namely the hospital about his service as officers or less friendly and less rapid care nurse at the pharmacy. Telogorejo Hospital’s Customer Service provides a means for customers to be able to submit complaints via questionnaires, telephone, e-mail, hotline service, or can directly visit the Customer Center room. The results showed that the means for redress of grievances has been known to customers, because customers already use the facility to complain. In providing information to customers about the services offered, Telogorejo Hospital’s Customer Service can be said to succeed, because the customer is satisfied with the information they need. Advice of the author should be internal factors cause customers to complain that officers are less friendly as can be minimized by providing training in Quality Service at regular intervals for all divisions. Then to a questionnaire containing questions should be more open so that customers can provide an assessment of Telogorejo Hospital more in line with what the customer feels. Keywords: Role of Customer Service, Customer Complaints