Pelaksanaan Service Excellence Oleh Customer Service Pada Bank Rakyat Indonesia Kantor Cabang Pembantu Unit Gondang Wetan Pasuruan

In the banking world there was a decline in lending rates which is the target of Indonesian president and vice president government, with the aim of making the credit interest rate in Indonesia equal to the ASEAN countries. It can make people's to go to the bank and apply for credit, so the role of customer service becomes very important. In this case, customer service must give a service excellence to customers, so that customers feel comfortable and can be a loyal customer for the bank. The authors choose Bank Rakyat Indonesia as a place of research because due to the source of information obtained from wikipedia that Bank Rakyat Indonesia is the largest state-owned bank in Indonesia, with its services focused on small communities. The purpose of the authors to do this research is wants to know everything about customer service and service excellence that provided by customer service to its customers. The method used in this research is the interviewing with customer service of Bank Rakyat Indonesia, Gondang Wetan Pasuruan Unit. And the last, it can be concluded that the customer service hold an important role, to bridge between the bank with the customer. Keywords : customer service, service excellence, Bank Rakyat Indonesia Gondang Wetan Pasuruan Uni