Analisis Kinerja Pendampingan Keluhan Pelanggan pada PT PLN (Persero) UP3 Surabaya Selatan ULP Darmo Permai

Abstract

ULP Darmo Permai
ABSTRACT
Customers are the primary asset for PT PLN. Ensuring customer satisfaction in service is
the key goal to maintain loyalty and the company's reputation. PT PLN has structured procedures
for handling customer complaints, starting from complaint reception, ticket assignment,
investigation, to resolution. Each step in this process is designed to ensure that every customer
complaint is handled seriously and professionally. Internship involvement in customer complaint
handling at PT PLN (Persero) UP3 Surabaya Selatan ULP Darmo Permai includes firsthand
experience in observing and analyzing the company's complaint handling process. During this
internship, participants have the opportunity to understand the procedures and policies
implemented in responding to customer complaints, as well as observe interactions between
customer service personnel and complaining customers. The internship at PT PLN UP3 Surabaya
Selatan ULP Darmo Permai lasts for 40 days, providing direct experience for students to see how
complaint management teams respond to customer issues, overcome challenges, and enhance overall customer satisfaction. Therefore, students can gain insights into PT PLN's operational
procedures and systems in addressing customer complaints, offering a profound understanding of
how a large company manages service and customer satisfaction.