Implementasi Standard Operasional Prosedure Penanganan Keluhan Pelanggan Handling Complaint di PT. Global Infra Internet di Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Wijaya, Renata Yohana
Subject
658 - GENERAL MANAGEMENT
Datestamp
2023-12-18 01:31:00
Abstract :
Handling customer complaints quickly and effectively is a critical component of customer service management. The purpose of this study is to see how the Standard Operating Procedure (SOP) is applied in handling customer complaints with the Service Level Agreement (SLA) established by PT. Global Infra Internet by 98% and how it impacts on customer satisfaction and company performance. Using a descriptive approach that presents data in a narrative structure. The data used in this study are primary data obtained directly from interviews with several informants. Data that has been obtained then reduced and simplified to be presented in this study. The results showed the Total SLA (SERVICE LEVEL AGREEMENT) at PT. Global Infra Internet is ninetynine point ninety one percent (99.91%), meaning an increase in SLA from 98% to 99% indicates that the company has succeeded in increasing its success rate in fulfilling service agreements (Service Level Agreements) with customers. This means that the company successfully fulfills 99% of all customer service requests according to the terms of the SLA
Handling customer complaints quickly and effectively is a critical component of customer service management. The purpose of this study is to see how the Standard Operating Procedure (SOP) is applied in handling customer complaints with the Service Level Agreement (SLA) established by PT. Global Infra Internet by 98% and how it impacts on customer satisfaction and company performance. Using a descriptive approach that presents data in a narrative structure. The data used in this study are primary data obtained directly from interviews with several informants. Data that has been obtained then reduced and simplified to be presented in this study. The results showed the Total SLA (SERVICE LEVEL AGREEMENT) at PT. Global Infra Internet is ninetynine point ninety one percent (99.91%), meaning an increase in SLA from 98% to 99% indicates that the company has succeeded in increasing its success rate in fulfilling service agreements (Service Level Agreements) with customers. This means that the company successfully fulfills 99% of all customer service requests according to the terms of the SLA
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