Prosedur Pelayanan Customer Service pada PT. Bank Tabungan Negara (Persero) Tbk. Kantor Cabang Surabaya

Service Excellence is the best service or service that is very satisfying to customers or customers to meet a need. The main purpose of this study is to determine the importance of the role of Customer Service to Bank BTN customers.The research method used is descriptive analysis. After conducting research on Bank BTN, it can be seen that Bank BTN has implemented service excellence procedures in accordance with the terms, conditions, responsibilities, and authorities in accordance with the regulations set by the company. The service excellence set by Bank BTN also greatly influences the increase in the number of customers, customer satisfaction with its services, and makes customers become loyal customers. In overcoming the problems of customer complaints, Bank BTN Customer Service performs several handling steps to its customers by listening to all customer complaints, providing treatment for problems that have been told by customers, and seeing customer feedback. Excellent service by Customer Service is very important and supports in serving customers. There are several obstacles faced by Customer Service, namely the lack of Customer Service personnel. In overcoming these obstacles, Bank BTN Customer Service provides a solution if customers are impatient to wait for queues or the problem of lack of personnel in the Customer Service section, then customers are directed to visit the nearest Bank BTN outlet from the distance of their homes. Keyword : Service Excellence, Customer Service, Bank BT