PERAN CUSTOMER SERVICE DALAM MENDUKUNG KOMPETENSI PEGAWAI PADA PERUSAHAAN
In a business, it is necessary to have competency standards for employees and to conduct education and training programs on customer service as the main spearhead with customers. Service is a service that is prioritized in companies in the field of sales or business. One that is implemented with service is excellent service. Each must support each other, so that customer service can be optimal and maximized. Competency standards greatly affect the excellent service provided to customers. Excellent service is one of the customer service efforts and strategies in providing service to customers in the hope that customers are satisfied with being served. There are several attempts to improve competency standards by participating in training such as soft competency, following training on performance standards, service standards, knowledge, skills and hard competencies in customer service. This research was conducted by using qualitative analysis to get a deeper picture of an object of research, namely examining deeper employee competency standards to improve excellent service.
Hidayati N.2018. tingkat pelayanan terhadap customer service. http://repository.uinsu.ac.id/4908/4/BAB%20II.pdf(diakses 3oktober2020)
Marulitua, Lumbantobing Victor.2015. Peranan komunikasi customer service terhadap kepuasan pelanggan. 15(9),9 https://journal.trunojoyo.ac.id/komunikasi/article/download/1148/972 (di akses 2 oktober)
Setiawan, P. E. (2016). Pengaruh Kewajiban Moral, Kualitas Pelayanan, Sanksi Perpajakan Pada Kepatuhan Wajib Pajak Di KPP Badung Utara. E-Journal Akuntansi Universitas Udayana Vol.17.2, 913-937
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung. Alfabeta, CV.
Widiawati Krisniati.2018. Peran Standar Kompetensi Karyawan Sebagai Upaya Meningkatkan Pelayanan Prima Pada Bisnis.15(7), 7-8.
Wiki dhea.2016.Peran customer service dalam melayani penyambungan pasang baru listrik. http://eprints.polsri.ac.id/3022/2/FILE%20II.pdf (diakses 2 oktober 2020)
Utami fitri,suci.2016. Penerapan pelayanan Prima Kepada Nasabah Di Perusahaan.16(8)
Seminar info.2020. The Power Of Service Excellence (JAKARTA).
https://www.informasi-seminar.com/power-service-excellence/ (di akses 02 oktober)
Training direktor.2020. Training Service Excellent Skill for Internal User. http://direktoritraining.com/training-service-excellent-skill-for-internal-user/ (Di akses 03 oktober)
Zulkarnaen, W., et al. (2020). Harmonization of sharia rules in effort copyright protection in Indonesia. Journal of Advanced Research in Dynamical and Control Systems, 12(2), 2612–2616. https://doi.org/10.5373/JARDCS/V12I2/S20201311
Copyright (c) 2020 Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.