MANAJEMEN DAN KOMUNIKASI KRISIS COFFEE TOFFEE (STUDI KASUS PENGEMBALIAN GERAI ANTARA MITRA COFFEE TOFFEE DENGAN PERUSAHAAN COFFEE TOFFEE)

Coffee Toffee as a developed industry which is moved in the retail business of coffee, chocholate, and tea drinking is very relapse by crisis especially with the partner as a stakeholder. The partnership sistem is made the stakeholder candidate is interested with what has been offered in that business and then they buy franchise and open several booths in the entire of Indonesia. But, time goes by and some of the partners feel the inconsistence of Coffee Toffee thoughout the appointment which had been agreed, starts from the lack of Barista, there is no monthly quality control which causes suffering of lost, so the partners give back the booth and ask for the money compensation as much as the value of buying the francise. In this case, Coffee Toffee went through hard crisis. From the background of that matter, this experience have the goal to know about the crisis management and communication of Coffee Toffee, and to know hoe Coffee Toffee solve the case in returning the partner�s booth. In this thesis, the writer use qualitative descriptive method penulis. The data gathering which has been used is interview and documentary. This experience has been done juring September 2012 until December 2013. From the experiment can be concluded that the Coffee Toffee management completed the crisis by using tiga step