KOMUNIKASI CUSTOMER SERVICE REPRESENTATIVE (CSR) DALAM PEMBERIAN INFORMASI KEPADA PELANGGAN DI PLASA TELKOM SUDIRMAN PEKANBARU
Abstract: Effective
communication is delivering idea, message, and feeling in a best way and
reaching its purpose. Plasa Telkom is a place established by PT TELKOM as a
media to serve customer’s needs or soon to be customer’s personally and face to
face. The purpose of this research is to know how the communication of Customer
Service Representative in appreciating their customers in plasa Telkom sudirman
pekanbaru and also to know the obstacles and supportive factors of Customer
Service Representative in delivering information in plasa Telkom sudirmana
pekanbaru.
This research used descriptive qualitative method. Data gathering
technique used was in accordance to the fact shown in field by observing,
interviewing, and documenting. It used 6 informants based on the purposive
sampling and accidental sampling methods. Data analysis technique used was
organizational information theory and analysis data interactive model. While
for the data validity, researcher used long term participation technique and
triangulation.
The results shown, there are four main points that needed to be looked at
in delivering information, which are language, media, communication duration,
and communication method. Those points are really important in the
communication of Customer Service Representation (CSR) in delivering
information to customers in plasa Telkom sudirman pekanbaru. The obstacle
factors are lack of coordination between CSR and field staffs, customer
education background, and customer emotion. While the supportive factor are
support facilities, backroom’s support, and understandable CSR supportive
application.
Penulis: Muharman Febrianda,
Rusmadi Awza
Kode Jurnal: jpkomunikasidd140342
