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Peduli: Indonesian Journal of Community Empowerment
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Jl. Raya Banaran, Sekaran, Kec. Gn. Pati, Kota Semarang, Jawa Tengah 50229
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INDONESIA
Peduli: Indonesian Journal of Community Empowerment
Published by Universitas Negeri Semarang
ISSN : -     EISSN : 31236731     DOI : https://doi.org/10.15294/peduli
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Peduli: Indonesian Journal of Community Empowerment is dedicated to publishing innovative articles on community and school teacher empowerment. Released twice a year, in March and September, Peduli is a peer-reviewed journal that showcases cutting-edge research and practical solutions aimed at improving community well-being and enhancing the competencies of school teachers.
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Articles 11 Documents
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Empowering Young Entrepreneurs through Business Communication Training and Complaint Handling Restu Ayu Mumpuni; Hany Nurpratiwi; Ferani Mulianingsih; Ayu Wulansari Pramita; Wiranisa Bellatrix Sinaga
Peduli: Indonesian Journal of Community Empowerment Vol. 2 No. 1 (2026): March 2026
Publisher : Universitas Negeri Semarang

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Abstract

This community engagement program aims to improve business communication competence and complaint handling skills among young entrepreneurs who are members of the Young Entrepreneur Success (YES) community in Semarang. The main problem faced by the participants is the limited ability to communicate effectively when responding to customer complaints, particularly in digital transactions, which may reduce customer satisfaction and loyalty. The program was implemented through participatory training methods consisting of interactive lectures, group discussions, case simulations, and role-play activities on customer complaint management, as well as mentoring in developing standard operating procedures (SOPs) for customer service. A total of 45 young MSME entrepreneurs from various business sectors participated in this activity. The results indicate an improvement in participants’ understanding of empathetic communication, strategies for responding to customer complaints, and their ability to develop and implement SOPs for complaint handling in their business operations. This initiative contributes to the achievement of the Sustainable Development Goals (SDGs), particularly Goal 8 on Decent Work and Economic Growth, by strengthening entrepreneurial capacity and improving service professionalism among young MSME actors.

Page 2 of 2 | Total Record : 11

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