Peran Public Relations Officer dalam Menangani Keluhan Pelanggan Baso Aci Ganteng - Mochammad Rifatul Habibi; Dindin Solahudin; Abdul Aziz Maarif (Reputation: Jurnal Hubungan Masyarakat, 2020)
Abstrak Tujuan dari penelitian ini yakni mengetahui strategi Public Relations dalam menangani komplain pelanggan Baso Aci Ganteng dan mengetahui peran Public Relations dalam menangani komplain pelanggan Baso Aci Ganteng. Adapun konsep teori yang dipakai dalam penelitian ini adalah teori manajemen Public Relations yakni Planning, Actuating dan Controlling. Serta didukung oleh teori peran Public Relations yang terdiri dari Fasilitator, Pemecah Masalah dan Teknisi Komunikasi. Metode deskriptif kualitatif merupakan metode yang dipakai dalam penelitian ini. Penelitian ini menunjukkan bahwa tahap perencanaan dan pelaksanaan, job desk customer care terbilang cukup baik dengan secara responsive menanggapi dan menyelesakan keluhan. Namun terkait sistem pemesanan, respon keluhan dan tindakan belum dimaksimalkan costumer care. Peran sebagai fasilitator komunikasi pihak Baso Aci Ganteng menyediakan beberapa platform yang multifungsi karena difasilitasi untuk kegiatan transaksi sampai pada kolom keluhan sekaligus rating. Peran Public Relations sebagai pemecah masalah di Baso Aci Ganteng dijalankan dengan baik oleh Manajer Operasional, Admin Instagram dan Karyawan Outlet, dimana ketiganya memiliki jobdesk costumer care. Peran teknisi komunikasi yang dijalankan oleh Manajer Operasional sudah cukup baik dengan membuat SOP untuk menangani keluhan pelanggan.ABSTRACTThe purpose of this study is to determine the Public Relations strategy in handling customer complaints Baso Aci Ganteng and to know the role of Public Relations in handling customer complaints Baso Aci Ganteng. The theoretical concept used in this research is the theory of public relations management, namely Planning, Actuating and Controlling. And supported by the theory of the role of Public Relations which consists of Facilitator, Problem Solver and Communication Technician.The method or a type of study used in this research is descriptive research in which this descriptive research is simply a situation or event. The results showed that the planning and implementation stages, job desk customer care was quite good by responsively responding and resolving complaints. However, systems regarding customers related to ordering data, customer complaints, responses and actions were made that have not been maximized by customer care. The role as communication facilitator for Baso Aci Ganteng provides several multi-functional platforms because they are facilitated for transaction activities down to the complaint column as well as ratings. The role of Public Relations as a problem solver at Baso Aci Ganteng is carried out well by the Operations Manager, Instagram Admin and Outlet Employees, where all three have jobdesk customer care. The role of the communication technician, which is carried out by the Operations Manager, is good enough by making SOPs for handling customer complaints.