COMMUNICATION STRATEGY OF PT. GRAFITECINDO CIPTA PRIMA IN HANDLING CUSTOMER COMPLAINTS IN CHRISTMAS SEASON 2019

Abstract

Christmas season 2019 is the peak period for PT. Grafitecindo Ciptaprima where customer complaints are also increasing because of the increasing number of orders that make the defect of goods more than usual. This makes a researcher interested to find out about how PT. Grafitecindo Ciptaprima implements a communication strategy for handling customer complaints. This research uses qualitative research with a case study approach. In the process of collecting data, in-depth interviews are used as primary data and for secondary data, the researcher uses literature review. By doing this research, a researcher found that the strategy used in handling customer complaints is doing research, determining strategy, tactics, and evaluating strategy.