ANALISA PENANGANAN KELUHAN PELANGGAN OLEH CUSTOMER CARE DI PT. XYZ ( STUDI KASUS DI PERUSAHAAN MULTINASIONAL YANG BERGERAK DI BIDANG PRODUKSI DAN PEJUALAN PRODUK PERTOCHEMICAL CARBON BLACK TAHUN 2017 )

Abstract

This study aimed to analyze the handling of customer complaints made by Customer Care. The problem of this research is customer complaints about the services provided by the company to the activity of transaction / purchase where Customer Care is a communication medium between the customer and the seller. In this research proposed research model to analyze the handling of customer complaints made by Customer Care at PT. XYZ by conducting interviews to the customer and internal company of PT. XYZ to get the actual information. This study used a sample of 4 people from the customer and 2 people from the internal company PT. XYZ is directly involved with Customer Care in transaction processing and business activities. The data analysis tool used is interactive analysis. This study concludes that delivery delays, order confirmations not in accordance with customer demand, orders that exceed the forecast and over capacity, will all be solved if the source of the problem is "communication" is more intense between customers and producers, and the agreement of the parties Customers and manufacturers for terms of lead time in the buying and shipping process. So the producers can maximize the production capacity to the optimum level and the result of the goods supply runs smoothly and customer demand can be fulfilled with the maximum.