<xml> Normal 0 false false false IN X-NONE X-NONE </xml><![endif]-->Purpose of this study was to determine: 1) the application of handling complaints, and 2) the solutions provided, on Surat Kilat Khusus (SKH) in PT. POS Indonesia (Persero) Surakarta.               This study used a qualitative descriptive analysis research design is a case study. Data collection techniques used were interviews and observations               Results of this study were 1) the complaint entered by mail, sms, phone, and comes directly from the customer immediately followed up by the company and the handling using a tracking device, namely IPOS, and 2) compensation and an apology to complain entrance.               Advice given to PT. POS Indonesia (Persero) Surakarta was doing a routine controlling the performance of employees, granting a complete solution in order not to harm the customer, speed in handling complaints, and prepare more media for customers to easily do complain.<!--[if gte mso 9]><xml>" /> Penerapan penanganan complain pelanggan layanan pos surat kilat khusus (studi kasus pada PT. Pos Indonesia Surakarta) <xml> Normal 0 false false false IN X-NONE X-NONE </xml><![endif]-->Purpose of this study was to determine: 1) the application of handling complaints, and 2) the solutions provided, on Surat Kilat Khusus (SKH) in PT. POS Indonesia (Persero) Surakarta.               This study used a qualitative descriptive analysis research design is a case study. Data collection techniques used were interviews and observations               Results of this study were 1) the complaint entered by mail, sms, phone, and comes directly from the customer immediately followed up by the company and the handling using a tracking device, namely IPOS, and 2) compensation and an apology to complain entrance.               Advice given to PT. POS Indonesia (Persero) Surakarta was doing a routine controlling the performance of employees, granting a complete solution in order not to harm the customer, speed in handling complaints, and prepare more media for customers to easily do complain.<!--[if gte mso 9]><xml> " />

Penerapan penanganan complain pelanggan layanan pos surat kilat khusus (studi kasus pada PT. Pos Indonesia Surakarta)

Penulis Utama : Bhaissar Rollis Sodo Pamungkas
NIM / NIP : F3212023
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<!--[if gte mso 9]><xml> Normal 0 false false false IN X-NONE X-NONE </xml><![endif]-->

Tujuan Penelitian ini adalah untuk mengetahui: 1) penerapan penanganan complain, dan 2) solusi yang diberikan, atas layanan Surat Kilat Khusus (SKH) di PT. POS Indonesia (Persero) Surakarta.

Penelitian ini menggunakan analisis deskriptif kualitatif dengan desain penelitiannya adalah studi kasus. Teknik pengumpulan data yang digunakan adalah wawancara dan observasi

Hasil penelitian ini adalah 1) complain masuk melalui surat, sms, telepon, dan datang langsung dari customer segera ditindak lanjut oleh perusahaan serta penanganan menggunakan alat pelacak, yaitu IPOS, dan 2) pemberian kompensasi dan permohonan maaf untuk complain masuk.

Saran yang diberikan kepada PT. POS Indonesia (Persero) Surakarta adalah melakukan controlling rutin terhadap kinerja karyawan, pemberian solusi yang utuh agar tidak merugikan customer, kecepatan dalam penanganan complain, dan menyiapkan media yang lebih banyak untuk customer agar mudah melakukan complain<!--[if gte mso 9]><xml> </xml><![endif]--><!--[if gte mso 10]> <style> /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin;} </style>

<!--[if gte mso 9]><xml> Normal 0 false false false IN X-NONE X-NONE </xml><![endif]-->

Purpose of this study was to determine: 1) the application of handling complaints, and 2) the solutions provided, on Surat Kilat Khusus (SKH) in PT. POS Indonesia (Persero) Surakarta.

               This study used a qualitative descriptive analysis research design is a case study. Data collection techniques used were interviews and observations

               Results of this study were 1) the complaint entered by mail, sms, phone, and comes directly from the customer immediately followed up by the company and the handling using a tracking device, namely IPOS, and 2) compensation and an apology to complain entrance.

               Advice given to PT. POS Indonesia (Persero) Surakarta was doing a routine controlling the performance of employees, granting a complete solution in order not to harm the customer, speed in handling complaints, and prepare more media for customers to easily do complain.

<!--[if gte mso 9]><xml>

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Penulis Utama : Bhaissar Rollis Sodo Pamungkas
Penulis Tambahan : -
NIM / NIP : F3212023
Tahun : 2015
Judul : Penerapan penanganan complain pelanggan layanan pos surat kilat khusus (studi kasus pada PT. Pos Indonesia Surakarta)
Edisi :
Imprint : Surakarta - FEB - 2015
Program Studi : D-3 Manajemen Pemasaran
Kolasi :
Sumber : UNS-FEB Prog. D III Manajemen Pemasaran-F3212023-2015
Kata Kunci :
Jenis Dokumen : Laporan Tugas Akhir (D III)
ISSN :
ISBN :
Link DOI / Jurnal : -
Status : Public
Pembimbing : 1. Drs. Suseno, M.M
Penguji :
Catatan Umum :
Fakultas : Fak. Ekonomi dan Bisnis
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