TINJAUAN MANAJEMEN PENANGANAN KELUHAN PELANGGAN INDIHOME PADA MEDIA SOSIAL TWITTER

Abstract

In the digital era, handling customer complaints is urgently needed in order to increase trust and get customers who are loyal to the company's products/services. Social media, especially Twitter, is one of the channels in the function of being a means of complaint. Good complaint handling management, especially on Twitter social media, is needed so as not to cause negative sentiment in the company. One example of a case phenomenon where complaints develop into negative sentiments is when Indihome becomes a trending topic. The research method used is descriptive qualitative research, which is to answer a question in depth based on objective conditions and reinforcement from several sources, so that details of the flow of handling complaints can be found on Indihome social media as well as efforts and steps for handling complaints expressed via Twitter social media. which needs to be clarified via telephone and if the problem has been resolved, Customer Care will re-clarify via social media again as a public reply. In addition, it is also necessary to increase the speed of handling complaints as well as positive framing / public campaigns to counter negative news so that customer and public trust increases.