Universitas Bhayangkara Jakarta Raya

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Rahma, Yunita (2023) Komunikasi interpersonal customer service center dengan pelanggan pada PT. Samsung Electronics Indonesia di Jakarta. Undergraduate thesis, Universitas Bhayangkara Jakarta Raya.

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Abstract

This study aims to analyze the role of De Vito's interpersonal communication in improving service to customer satisfaction at the customer service center of PT. Samsung Electronics Indonesia in Jakarta. A qualitative approach is used by collecting data through in-depth interviews with Customer service staff and analysis of testimonials from customer interaction records. The research findings show that effective interpersonal communication plays a crucial role in increasing customer satisfaction. Clear, friendly and empathetic communication helps to understand customer needs, while active listening ensures a deep understanding of the issues the customer is facing. In addition, fast response and efficient solutions are also important factors in increasing customer satisfaction. Interpersonal communication skills training, appropriate use of technology, and regular evaluation of service quality are also recommended to improve Customer service communication and ensure customer satisfaction. This research provides a better understanding of the importance of interpersonal communication in the context of a Customer service and provides practical insights for PT. Samsung Electronics Indonesia in Jakarta to improve their customer service.

Item Type:	Thesis (Undergraduate)
Subjects:	Ilmu Sosial > Komunikasi > Jurnalisme Ilmu Sosial > Komunikasi Ilmu Sosial > Komunikasi > Humas / Public Relation
Divisions:	Fakultas Komunikasi > Ilmu Komunikasi
Depositing User:	Admin Repositori
Date Deposited:	25 Mar 2024 04:54
Last Modified:	25 Mar 2024 04:54
URI:	http://repository.ubharajaya.ac.id/id/eprint/28281

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