Abstrak


The activities of customer service officers of pt. Telkom cepu in establishing the company’s corporate image


Oleh :
Maya Ristiyanawati - C.9304054 - Fak. Sastra dan Seni Rupa

This report is based on the job training at PT. TELKOM Cepu. In her job training, the writer focused on Customer Service Division and its activities in establishing the company’s corporate image. The objective of this report is to describe the activities of customer service officers of PT. TELKOM Cepu in establishing the company’s corporate image. Descriptive qualitative method was applied in order to finish this final project. The data for this report were taken from observation. There are five indicators that are used to know the activities of customer service officers in establishing the company’s corporate image. Every indicator has the rules that have been made by the company as a Service Excellence Standard Indicator. The indicators are customer service officers create company’s corporate image in customers mind related to procedure of giving services, velocity in giving services to customers, attitude in giving services to customers, appearance and the last is attitude and their responses when receiving problems, complaints and criticisms from the customers. Based on observation, all of the customer service officers of PT. TELKOM Cepu have obeyed the rules to establish the company’s image. From the discussion the writer concludes that Customer Service Division of PT. TELKOM Cepu has done activities to establish the company’s corporate image in order to get good image, but the customer service officers have to improve the work by increasing the cooperation between the customer service officers and KOPEGTEL’s officers, so it can keep the harmonious relationship to support their job.