<![CDATA[Abstrak Penelitian ini dilakukan pada PT. Bank Woori Saudara Indonesia 1906, Tbk. Kantor Cabang Subang yang bertujuan untuk mengetahui prosedur pelayanan customer service, jenis layanan yang diberikan, serta kendala dan upaya dalam pelaksanaan pelayanan kepada nasabah. Dalam Tugas Akhir ini penulis bertujuan untuk mengetahui: (1) prosedur pelayanan customer service, (2) jenis layanan yang diberikan kepada nasabah, (3) kendala yang dihadapi dalam pelayanan, serta (4) upaya yang dilakukan dalam meningkatkan kualitas pelayanan. Metode yang digunakan yaitu metode deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, studi pustaka, dan dokumentasi. Hasil penelitian menunjukkan bahwa prosedur pelayanan customer service sudah berjalan dengan baik dan sesuai dengan Standar Operasional Prosedur (SOP). Layanan yang diberikan meliputi pembukaan rekening, penutupan rekening, penggantian kartu ATM, serta penanganan keluhan nasabah. Namun, masih terdapat beberapa kendala seperti antrian pada jam sibuk dan keterbatasan jumlah petugas. Oleh karena itu, diperlukan upaya peningkatan pelayanan seperti peningkatan kualitas sumber daya manusia dan optimalisasi sistem pelayanan. Kata kunci : Prosedur Pelayanan, Customer Service, Kepuasan Nasabah Abstract This research was conducted at PT. Bank Woori Saudara Indonesia 1906, Tbk. Subang Branch Office, aiming to determine customer service procedures, types of services provided, as well as the challenges and efforts in service implementation to customers. This final project aims to identify: (1) customer service procedures, (2) types of services provided, (3) obstacles faced in service delivery, and (4) efforts made to improve service quality. The method used is descriptive with a qualitative approach. Data collection techniques include observation, interviews, literature study, and documentation. The results show that customer service procedures have been implemented properly in accordance with Standard Operating Procedures (SOP). The services include account opening, account closing, ATM card replacement, and handling customer complaints. However, there are still some obstacles such as queues during peak hours and limited staff. Therefore, improvements are needed, especially in enhancing human resources and optimizing service systems. Keywords: Service Procedures, Customer Service, Customer Satisfaction. ]]>
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