Peran customer service dalam penanganan keluhan pelanggan PT. Pos Indonesia Surakarta

Abstract

This study aims to understand: (1) customer service's role in handling customer complaints at PT. Pos Indonesia Surakarta (2) the obstacles during customer service in handling customer complaints at PT Pos Indonesia Surakarta (3) the solutions of barriers in handling customer complaints at PT Pos Indonesia Surakarta. This study uses a qualitative method with an embedded case study approach. The data sources of this study were informants, places, events, and documents with sampling used snowball sampling. Data collection used in-depth interviews, observation, and document analysis. Validity data test using credibility, transferability, dependability, and confirmability. The results of the study are:  first, the role of customer service at PT Pos Indonesia Surakarta in handling customer complaints using service dimension standards that are (a) responsiveness, (b) reliability, (c) assurance, (d) empathy, (e) tangible.  Second, the obstacles of serving customer service found were less communication, unstable internet network, and unsupportive workspace. Third, the solutions to make service optimal are to improve good relations and harmonious communication, use other internet alternatives, and adjust the available infrastructure.