ABSTRACT
This final project report is written based on the job training done at the Customer Service division of PT. Pos Indonesia (Persero) Surakarta. The objectives of this report are to describe the roles of Customer Service division in promoting the high satisfaction of the customers and to describe the customers perceptions about PT. Pos Indonesia (Persero) Surakarta.
The data of this report were taken from observation during the job training. The roles of Customer Service division of PT. Pos Indonesia (Persero) Surakarta are handling complaint and giving information. In the practice of those three roles, the Customer Service division of PT. Pos Indonesia (Persero) Surakarta faced some problems. There are three problems faced by the Customer Service division. The first is Customer Service division always gets complaint from the customers about delayed shipping to destination. The solution of the problem is asking to the sender to show the registration number to detect location of the package. The second problem is the wrong of address from the sender to receiver. To handle the problem, Customer Service confirms to the Customer Service in destination of receiver and checking the package in computer server. The third one is careless in shipping process or the fault of shipper when they packaged their package. Trying to negotiate with the customers in order to respond the complaints form from PT. Pos Indonesia (Persero) Surakarta and attach assertion letter and receipt.
Customers’ perception about PT. Pos Indonesia (Persero) Surakarta is avarage in quality. This is evidenced by the advantages and disadvantages felt by the informants using the service of PT. Pos Indonesia (Persero) Surakarta. Most of them argue that they dissappointed about the delayed shipping of their packages. However, they are still using the service of PT. Pos Indonesia (Persero) Surakarta since the price is cheap and close to their home.