ANALYZING THE PROCESS OF HANDLING CUSTOMER COMPLAINT AT PT. PLN (PERSERO) RAYON MANADO SELATAN
| Main Authors: | Mailangkay, Shannon Brenda, Saerang, David P.E, Tumewu, Ferdinand J. |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
FEB Universitas Sam Ratulangi Manado
, 2019
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| Online Access: |
http://ejournal.unsrat.ac.id/index.php/emba/article/view/23367 http://ejournal.unsrat.ac.id/index.php/emba/article/view/23367/23057 |
Daftar Isi:
- Abstract: Handling complaints is an attempt by the provider of goods or services to satisfy complainants. This study aims to identify the handling process of the customer complaint. The type of this research is qualitative descriptive research which is intended to provide data and image information as thoroughly as possible. The sample in this study uses a purposive sample with ten informants where employees of PT. PLN (Persero) Rayon Manado Selatan which handles customer complaints. The results show that handling customer complaint is classified into four stages: receiving, investigating, recovery, and closure. The handling time starts from the receiving process and has a maximum time limit of forty-five minutes to respond to incoming complaints. Mild complaints required maximum time one hundred eighty minutes to work out, and for heavy complaints need more of that and a maximum of three days. The case will be closed enclosure and this is the last step in the complaint handling process to continue handling the next complaint. The results of the interview showed that all cases could be resolved. Obstacles during handling complaints are bad weather condition, handles complaints in vulnerable environments and emotional customer. PT. PLN (Persero) needs to improve facilities for complaint and regular surveys of customer satisfaction by handling a complaint.Keyword: complaint management and customer relationship management