STRATEGI CUSTOMER RELATIONS DALAM PENANGANAN HANDLING COMPLAIN TERKAIT MEDIA CUSTOMER CARE DI RUMAH SAKIT BUNDA SIDOARJO

Abstract

In maintaining harmonious relationships with customers, it is important for companies to pay attention to their needs and understand the long-term benefits that can result from good relationships. Therefore, cooperation from all parts of the organizational structure is crucial to building good relationships with customers. This study aims to analyze communication strategies in customer relations when dealing with complaints related to the use of the "Mobile JKN" application at Bunda Sidoarjo Hospital. This application is designed to provide easier access for participants of the National Health Insurance (JKN) to enjoy health services. In this study, we utilize the concept of customer relations involving the use of customer relations media, planning and implementation of customer relations, and evaluation stages to create customer satisfaction. The research method used is a qualitative descriptive approach, collecting data through in-depth interviews with relevant parties at Bunda Sidoarjo Hospital. The results show that Bunda Sidoarjo Hospital has implemented various communication strategies in customer relations to address complaints about the "Mobile JKN" application. These strategies include the use of various customer relations media such as social media, Google Business, and direct messaging to interact with customers. Thus, this study provides valuable insights for hospitals in implementing appropriate communication strategies to address complaints quickly, effectively, and maintain good relationships between hospitals and customers,

Keywords : Customer Relations, Handling complaints, Bunda Sidoarjo Hospital, Mobile JKN.