PERAN TELEMARKETING ASURANSI DALAM MEMBERIKAN PELAYANAN PRIMA KEPADA NASABAH DI PT SUN LIFE FINANCIAL JAKARTA

Abstract

ABSTRAK

Penulisan ini tentang peran telemarketing asuransi dalam memberikan pelayanan prima kepada nasabah di PT Sun Life Financial Jakarta. Tujuan tugas akhir ini adalah untuk mengetahui penerapan pelayanan prima pada PT Sun Life Financial dan mengetahui apa saja hambatan dalam penerapan pelayanan prima PT Sun Life Financial, metode yang digunakan melalui metode observasi yaitu melakukan pengamatan langsung pada PT Sun Life Financial dan studi kepustakaan dengan membaca beberapa buku, literatur, jurnal dan artikel. Berdasarkan data, hambatan yang sering dihadapi telemarketing dalam melayani nasabah melalui telepon pada PT Sun Life Financial Jakarta terdiri dari lima faktor yaitu, faktor alat, faktor pemakaian, faktor Bahasa, faktor waktu, dan faktor produk atau layanan. Penulis memiliki saran yang dapat dijadikan masukan bagi PT Sun Life Financial Jakarta demi terciptanya perusahaan dengan pelayanan terbaik sesuai harapan nasabah, adapun saran tersebut adalah Pihak perusahaan perlu mengadakan traning atau seminar bagi telemarketing, agar telemarketing dapat menguasai dan memahami product knowledge dan melakukan pelayanan terbaik bagi nasabah.

Kata Kunci: Telemarketing dan pelayanan prima

THE ROLE OF INSURANCE TELEMARKETING IN PROVIDING EXCELLENT SERVICE TO CUSTOMERS AT PT SUN LIFE FINANCIAL JAKARTA

ABSTRACT

This writing is about the role of insurance telemarketing in providing excellent service to customers at PT Sun Life Financial Jakarta. The purpose of this final project is to find out the implementation of excellent service at PT Sun Life Financial and find out what are the obstacles in implementing excellent service at PT Sun Life Financial, the method used is through the observation method, namely direct observations at PT Sun Life Financial and literature study by reading some books, literature, journals and articles. Based on the data, the obstacles that are often faced by telemarketing in serving customers by telephone at PT Sun Life Financial Jakarta consist of five factors, namely, the tool factor, the usage factor, the language factor, the time factor, and the product or service factor. The author has suggestions that can be used as input for PT Sun Life Financial Jakarta for the sake of creating a company with the best service according to customer expectations, while the suggestion is that the company needs to hold a training or seminar for telemarketing, so that telemarketing can master and understand product knowledge and provide the best service for customer.

Keywords: Telemarketing and excellent service