STRATEGI HUMAS PERUMDAM TIRTA KERTA RAHARJA KABUPATEN TANGERANG DALAM MENANGANI KELUHAN PELANGGAN

Abstract

This research examines the public relations strategy of PERUMDAM TKR Tangerang Regency in handling customer complaints and improving service. A fast and precise strategy is needed to handle customer complaints. The purpose of this research is to find out the strategies used by PERUMDAM TKR Tangerang Regency public relations in handling customer complaints. This research uses a descriptive qualitative approach, meaning it provides a thorough and in-depth explanation of the subject matter discussed. Data shows that public relations must understand their primary role in handling customer complaints. This includes handling customer technical and administrative complaints. A public relations strategy is needed to handle customer complaints more efficiently. The results of this research are 1. Public Relations has strategic stages in handling customer complaints, 2. Public Relations does not only handle complaints, but provides company information to customers via social media, 3. Public Relations carries out good two-way communication, 4. The percentage of PR services increases every year, 5. The obstacle in handling customer complaints is that we cannot directly process complaints that go to the PR department.