Prosedur Layanan Komplain Pelanggan oleh CRC (Customer Relation Coordinator) pada PT. Nasmoco Gombel Semarang

Abstract

Along with the development of the times and rapid economic growth in the business world in the modern era is accompanied by the increasing needs of consumers, making the growth of new ventures that seem to compete to offer their products is a superior product. The rapid growth of this economy, it also develops goals and objectives to be achieved for business actors who operate to produce them, both service products and goods. This study aims to find out how the management of CRC service (Customer Relation Coordinator) at PT. Nasmoco Gombel Semarang, how the implementation of service management in handling customer complaints by CRC (Customer Relation Coordinator) PT. Nasmoco Gombel Semarang. This final project uses research methodology with descriptive type and analytical technique using descriptive qualitative. This type of research data using primary data and secondary data with data collection techniques through interviews or interviews, through observation and literature study. Management of CRC service (Customer Relation Coordinator) at PT. Nasmoco Gombel Semarang is a process of applying science and arts to plan, implement plans, coordinate and complete service activities for the achievement of service objectives based on SOP (Standard Operating Procedure) which has been established by the main dealer of TAM (Toyota Astra Motor). Based on the results of the research, it is known that CRC service management (Customer Relation Coordinator) has been implemented in accordance with SOP (Standard Operational Procedure) made and established by CR (Customer Relation) depart. Starting from helping the Branch Manager formulate company policy, responsible and supervise all employees running CSI (Customer Service Index), compile and report to Toyota Astra Motor twice a month, and become facilitator and coordinator handling complaint in branch and make a report and also Analyze complaints that occur for future improvements.