Peranan Customer Service Dalam Menerapkan Service Excellent Pada Bank Muamalat Kantor Cabang Malang

In determining the Bank's performance, Service Excellent is one of the most important things in the Bank's service. Every bank tries to attract as many customers as possible so that the bank's operations run smoothly, for that the role of a Customer Service is needed. Customer Service needs to implement Excellent Service or excellent service to increase customer satisfaction. Every bank must be able to provide high quality services to its customers and be able to provide solutions to customer complaints, so that customers feel satisfied and their needs are met so that the bank also gets maximum results. This study aims to determine the implementation of excellent service by customer service at Bank Muamalat KC Malang. The design of this study used descriptive qualitative research methods conducted through interviews, observation and documentation. The results obtained are the application of excellent service by customer service at Bank Muamalat KC Malang is in accordance with the roles, functions, authorities and responsibilities of customer service that have been determined by the bank. the role of customer service in implementing service excellence makes customers loyal to the bank, the name and image of the bank increases and is better known to the public. Keywords : Role, Customer Service, Implementation, Service Excellen