EKSPRESI BAHASA INGGRIS YANG DIGUNAKAN SAAT BERKOMUNIKASI MELAYANI KELUHAN KONSUMEN DI BANK BTPN INDONESIA

Yanti Rosalinah, Ibnu Subroto, Retno Rahayuningsih

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Abstrak_Tujuan dari penelitian ini adalah untuk mengetahui bagaimana cara memahami dan menangani keluhan pelanggan di Bank BTPN Indonesia. Penelitian ini dilakukan di Departemen Pelayanan Bank BTPN Indonesia. Data tersebut diambil melalui pengamatan langsung, wawancara dengan staf layanan pelanggan, data dari penelitian perpustakaan dan pelatihan kerja di Bank BTPN Indonesia Departemen Pelayanan. Kegiatan ini ada beberapa hal, yaitu: bagaimana memahami dan menangani keluhan pelanggan di PT Danafix Online Indonesia. Hasil penelitian ini menunjukkan bahwa: (1) staf layanan pelanggan dapat memahami keluhan pelanggan dengan respon cepat melalui ekspresi pelanggan, (2) staf layanan pelanggan lebih mudah menangani keluhan pelanggan dengan menggunakan ekspresi. Ekspresi Bahasa Inggris dapat digunakan untuk memahami pelanggan dalam bidang pelayanan. Menggunakan English Expression terhadap lawan bicara untuk memahami apa yang disampaikan atau yang dipermasalahkan maka akan mudah dalam menyelesaikan permasalahan tersebut.


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DOI: https://doi.org/10.31294/kom.v8i1.10261

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