STRATEGI CUSTOMER RELATIONS DALAM MENANGANI KELUHAN PELANGGAN DI BALAI KARANTINA PERTANIAN SEMARANG

Penelitian ini berjudul “Strategi Customer Relations dalam Menanggapi Keluhan Pelanggan di Balai Karantina Pertanian Semarang”. Tujuan dari penelitian ini untuk mendeskripsikan dan menganalisa secara rinci proses-proses strategi customer relations yang digunakan Balai Karantina Pertanian Semarang dalam menangani keluhan pelanggannya. Metode yang digunakan dalam penelitian ini adalah jenis deskriptif kualitatif. Penelitian ini dilakukan Balai Karantina Pertanian Semarang. Teknik pengumpulan data yang digunakan adalah wawancara, observasi, dan studi pustaka. Hasil penelitian ini menunjukkan bahwa strategi yang digunakan Balai Karantina Pertanian Semarang dalam menangani keluhan pelanggan yaitu dengan cara kooperatif terhadap konsumen. Customer service memberikan pelayanan yang baik dan memprioritaskan penanganan sesegera mungkin terhadap keluhan pelanggan dengan cara menanggapi serta mengatasi semua permasalahan yang diajukan pelanggan berdasarkan keluhannya. Customer service Balai Karantina Pertanian Semarang dibagi menjadi dua bagian yaitu pelayanan konsumen dan informasi khusus. Kata Kunci: Strategi, Customer Relations, Keluhan Pelanggan. vi ABSTRACT This research study is entitled “The Strategy of Customer Relations in Responding to The Customers’ Complaints in Balai Karantina Pertanian Semarang”. The objectives of this study are to describe and to analyze in detail about the strategy of customer relations used by Balai Karantina Pertanian Semarang in handling their customers’ complaints. The methodology used in this research study is descriptive-qualitative method. This research study was actually done by Balai Karantina Pertanian Semarang. The techniques of data collection used were interview, observation, and literature study. The result of this research study shows that the strategy used by Balai Karantina Pertanian Semarang in handling the customers’ complaints was by being cooperative to the customers. The customer service in Balai Karantina Pertanian Semarang can be categorized into two: general customer service and specific information service. The customer service gave a good service and prioritized the handle of the customers’ complaints immediately by responding and solving all the problems pointed by the customers, based on their complaints. Keywords: Strategy, Customer Relations, Customers’ Complaint