Petugas Layanan Pelanggan (CSR)
Definisi:
Seorang Petugas Layanan Pelanggan (CSR) adalah karyawan yang bertugas mengelola interaksi dengan pelanggan dan memberikan dukungan melalui berbagai saluran komunikasi.
Unsur-unsur Utama:
Interaksi Multi-Saluran: Berinteraksi dengan pelanggan melalui telepon, obrolan daring, email, dan media sosial.
Penyelesaian Masalah: Menangani pertanyaan dan menyelesaikan keluhan pelanggan secara efisien.
Pengumpulan Masukan: Mengumpulkan masukan dari pelanggan untuk meningkatkan kualitas layanan.
Mengapa CSR Penting:
CSR sangat penting untuk menjaga kepuasan dan loyalitas pelanggan, karena berperan sebagai titik kontak utama antara pelanggan dan perusahaan.
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