PROSEDUR PELAYANAN DAN PENANGANAN KELUHAN KONSUMEN PADA PT. NASMOCO PEKALONGAN (STUDI PADA PT. NASMOCO PEKALONGAN)

Abstract

Along with the development of the times and rapid economic growth in the modern era is accompanied by the increasing needs of consumers, making the growth of new ventures that seem to compete to offer products that they make. For that, the company must always pay attention to the needs and desires of consumers by providing better service than competitors do. This research is intended to describe the service and handling of consumer complaints made by PT. Nasmoco Pekalongan. The methodology is descriptive qualitative. Where this research is done by way of observation and interview. Based on the results of this study obtained the conclusion that the service and handling customer complaints made by PT. Nasmoco Pekalongan is in accordance with SOP (Standard Operational Procedure) which has been set by Nasmoco Group. Suggestions that can be submitted for PT. Nasmoco Pekalongan is a need for wifi improvements in the service area because there are consumer data applied that require internet connection to access it and further improve training or training for employees.