PELAYANAN PRIMA KARYAWAN DIVISI OPERASIONAL DALAM MEMBERIKAN KEPUASAN PADA PELANGGAN DI PT ANEKA PETROINDO RAYA TANGERANG SELATAN

Abstract

ABSTRAK

Penelitian ini tentang pelayanan prima karyawan divisi operasional dalam memberikan kepuasan pada pelanggan PT Aneka Petroindo Raya Tangerang Selatan. Tujuan dari penelitian ini adalah untuk mengetahui pelayanan prima karyawan divisi operasional dalam memberikan kepuasan kepada pelanggan di PT Aneka Petroindo Raya Tangerang Selatan. Wawancara dan observasi digunakan sebagai metode penelitian. Berdasarkan data, ada tiga kendala yang dihadapi karyawan divisi operasional, yaitu karyawan kurang menguasai tentang produk yang dijual, kurangnya keahlian berkomunikasi karyawan sehingga sering terjadi miscommunication dan kurang adanya pelatihan yang diberikan perusahaan terhadap dalam bentuk soft skill komunikasi. Penulis menyarankan ada baiknya perusahaan memberikan pelatihan tambahan kepada karyawan dan selalu melakukan evaluasi kemampuan karyawan divisi operasional dalam berkomunikasi.

Kata Kunci: Pelayanan Prima, Karyawan, Pelanggan, Komunikasi dan Kepuasan.

EXCELLENT SERVICE FOR OPERATIONAL DIVISION EMPLOYEES IN PROVIDING CUSTOMER SATISFACTIONAT PT ANEKA PETROINDO RAYA TANGERANG SELATAN

ABSTRACT

This research is about the excellent service of operational division employees in providing satisfaction to the customers of PT Aneka Petroindo Raya Tangerang Selatan. The purpose of this study was to determine the excellent service of operational division employees in providing satisfaction to customers at PT Aneka Petroindo Raya Tangerang Selatan. Interviews and observations were used as research methods. Based on the data, there are three obstacles faced by employees of the operational division, namely employees lack of mastery of the products sold, lack of employee communication skills so that miscommunication often occurs and lack of training provided by the company in the form of soft communication skills. The author suggests that it is better for companies to provide additional training to employees and always evaluate the ability of operational division employees to communicate.

Keywords: Service Excellence, Employee, Customer, Communication and Satisfaction.