Komunikasi Interpersonal Customer Service PT.telkom Indonesia Cabang Pekanbaru Dalam Menghadapi Keluhan Pelanggan (Studi: PT. Telkom Indonesia Cabang Pekanbaru)

Interpersonal communication plays an important role in an organization, good quality interpersonal communication needs to be owned by customer service because it is directly related to customer complaints, the quality of interpersonal service communication is needed to create good service for customers. As for the tuhua in this study, namely to find out the interpersonal communication uatomer service of PT Telkom Infonesia, Pekanbaru branch in dealing with customer complaints. Research methods using qualitative methods, data collection techniques include interviews, observation, and documentation. The data validity technique used triangulation technique. The informants in this study were 4 customer service personnel and 4 customers. The results of this study indicate that there are 5 concepts found in the field, namely openness, empathy, support, positivity and equalit