Analisis Manajemen Customer Service dalam Meningkatkan Kinerja Sumber Daya Manusia di Grapari Telkomsel
DOI:
https://doi.org/10.52909/jbemk.v5i1.215Keywords:
Customer Service Management, Human Resource Performance, GraPARI TelkomselAbstract
Customer service is one of the crucial elements in maintaining the image and sustainability of a company, including in the telecommunications sector. GraPARI Telkomsel, as a customer service center, is required to provide excellent service to improve customer satisfaction and human resource performance. This study aims to analyze customer service management in improving human resource performance at Grapari Telkomsel. The research findings indicate that the customer service management implemented includes continuous training, motivation, performance measurement, and the application of strict service standards. This strategy has a positive impact on improving the professional competence and productivity of human resources in serving customers. The objective of this study is to reveal that effective customer service management not only enhances customer satisfaction but also directly contributes to improving human resource performance within the Grapari Telkomsel work environment. The implications of these findings indicate that the role of customer service management is inseparable from the company's strategic efforts to foster a service-oriented work culture by creating a supportive work environment, such as through regular evaluations, constructive feedback, and recognition of human resource performance. The achievements of GraPARI Telkomsel employees are able to foster loyalty and engagement among human resources.
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