PENYULUHAN DAN PENDAMPINGAN PENANGANAN KOMPLAIN PADA PT CIPTA DAYA GEMILANG SURABAYA
Abstract
The purpose of community service carried out through counseling and assistance in handling complaints at PT Cipta Daya Gemilang Surabaya is to further improve the quality of marketing personnel in handling complaints at the company. The company here will be introduced to how to take steps in dealing with complaints that occur against the company. The method of implementing activities through four stages, namely preparation, counseling on complaint handling materials, monitoring and evaluation. The results of this activity show that there are still many step-by-step observations that must be addressed by this company to further improve the quality of salespeople in finding and maintaining existing customers.
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References
Filip, Alina. 2013. “Complaint Management: A Customer Satisfaction Learning Process.” Procedia - Social and Behavioral Sciences 93:271–75. doi: https://doi.org/10.1016/j.sbspro.2013.09.188.
Fornell, Claes. 1992. “A National Customer Satisfaction Barometer: The Swedish Experience.” Journal of Marketing 56(1):6–21.
Fornell, Claes, and Birger Wernerfelt. 1987. “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis.” Journal of Marketing Research 24(4):337–46.
Kayhatu, Thomas. 2018. Manajemen Komplain, Andi Offset, Surabaya.
Kurniawati. 2020. Manajemen Komplain Pelanggan, Lekantara, Malang
Santoso, Hery. 2022. Materi Certified Handling Complaint Specialist PT Prosma Consulting Indonesia, Diakses pada 13 September 2023 dari https://www.prosmainstitute.com/p/handling-customer-complaint.html?m=1
Fornell, Claes. 1992. “A National Customer Satisfaction Barometer: The Swedish Experience.” Journal of Marketing 56(1):6–21.
Fornell, Claes, and Birger Wernerfelt. 1987. “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis.” Journal of Marketing Research 24(4):337–46.
Kayhatu, Thomas. 2018. Manajemen Komplain, Andi Offset, Surabaya.
Kurniawati. 2020. Manajemen Komplain Pelanggan, Lekantara, Malang
Santoso, Hery. 2022. Materi Certified Handling Complaint Specialist PT Prosma Consulting Indonesia, Diakses pada 13 September 2023 dari https://www.prosmainstitute.com/p/handling-customer-complaint.html?m=1
Published
2023-10-30
How to Cite
NUGROHO, Novianto Eko; YULIANTO, Anton Eko.
PENYULUHAN DAN PENDAMPINGAN PENANGANAN KOMPLAIN PADA PT CIPTA DAYA GEMILANG SURABAYA.
HIKMAYO: JURNAL PENGABDIAN MASYARAKAT AMAYO, [S.l.], v. 2, n. 2, p. 1-9, oct. 2023.
ISSN 2828-7479.
Available at: <https://jurnal.amayogyakarta.ac.id/index.php/HIKMAYO/article/view/132>. Date accessed: 28 apr. 2024.
doi: https://doi.org/10.56606/hikmayo.v2i2.132.
Section
Articles
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