Kredibilitas Customer Service Officer (CSO) Contact Center PLN 123 PT PLN (Persero) Distribusi Jawa Barat Dalam Memenuhi Kebutuhan Informasi Pelanggan

Maksud penelitian untuk mendeskripsikan mengenai Kredibilitas Customer Service Officer Contact Center (CSO) PLN123 PT. PLN (Persero) Distribusi Jawa Barat dalam Memenuhi Kebutuhan Informasi Pelanggan. Sub fokus penelitian yang digunakan adalah kemampuan komunikasi, penguasaan informasi, dan penyelesaian masalah CSO Contact Center PLN123 dalam memenuhi kebutuhan informasi pelanggan PT. PLN (Persero) Distribusi Jawa Barat. Pendekatan penelitian adalah penelitian kualitatif dengan menggunakan metode deskriptif kualitatif. Teknik pengumpulan data dilakukan dengan mencari referensi buku, penelitian terdahulu, wawancara mendalam, observasi nonpartisipan dan dokumentasi. Informan penelitian dipilih dengan menggunakan teknik snowball sampling. Uji keabsahan data menggunakan diskusi teman sejawat, peningkatan ketekunan, dan membercheck. Teknik analisa data dilakukan dengan tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian, 1) Kemampuan komunikasi CSO Contact Center PLN123 dalam memenuhi kebutuhan informasi pelanggan mampu memberikan kepuasan kepada pelanggan melalui greeting, penggalian informasi kepada pelanggan hingga closing.2)Penguasaan informasi CSO meliputi informasi dasar yang diperoleh dari pelatihan hardskill dan informasi terbaru yang diperoleh dari website internal, Focus Group Discussion (FGD), briefing dan kelas kecil. 3)Penyelesaian masalah CSO adalah memberikan solusi dengan menjawab semua pertanyaan pelanggan dan membantu pelanggan menyelesaikan komplain melalui Aplikasi Pengaduan & Keluhan Terpadu (APKT). Kesimpulan penelitian adalah kredibilitas CSO Contact Center PLN123 dalam memenuhi kebutuhan informasi pelanggan sesuai dengan Standar Operasional Prosedur (SOP) perusahaan. CSO mampu memenuhi kebutuhan informasi pelanggan dengan cara yang ramah dan berempati sesuai SOP perusahaan dalam menjawab semua kebutuhan informasi pelanggan sehingga dapat memberikan solusi kepada pelanggan. Saran penelitian adalah layanan informasi PLN123 akan lebih dimanfaatkan oleh pelanggan apabila diberikan secara gratis.

This research was conducted to describe the Credibillity of Customer Service Officer Contact Center (CSO) PLN123 PT. PLN (Persero) West Java Distribution in Meet the Needs of Customer Information. Therefore, sub focus which used in this research was communication skills, mastery of information, and problem solving of CSO Contact Center PLN123 in meet the needs of customer information PT. PLN (Persero) West Java Distribution. This research was a qualitative research using qualitative descriptive method. Techniques of data collection have been used by reference the books, previous research, in-depth interview, non-participant observation, and documentation. Informants were selected using snowball sampling technique. Test the validity of the data have been used discussion peer, enhanced persistence, and membercheck. Data analysis technique was done by the stages of data reduction, data display, and conclusion drawing. The results of this research showed that 1) The Communication Skills of CSO Contact Center PLN123 in meet the needs of customers information was able to gave satisfaction to customers through greeting, extracting information to customers until closing. 2) Mastery of Information of CSO includes basic information which obtained from hardskill training and the latest information which obtained from internal website, Focus Group Discussion (FGD), briefing, and a small classes. 3) Problem Solving of CSO was to provide solutions by answer all of the customer questions and helped the customers to solved complain through Aplikasi Pengaduan & Keluhan Terpadu (APKT). The conclusion of this research was credibility of CSO Contact Center PLN123 in meet the needs of customer information was accordance of Standard Operating Procedure (SOP) in this company. CSO was able to meet the needs of customers information in a friendly manner and empathize according SOP in answering all customer information needs, so as to provide solutions to customers. Suggestions from this research, information services PLN123 will be utilized by the customer if are given for free of charge.