PEMANFAATAN MEDIA SOSIAL DALAM PRAKTIK CUSTOMER CARE (Studi Kasus PT PLN (Persero) dalam Menangani Komplain dari Pelanggan Periode Januari � Maret 2013)

• Main Authors: , FATIKHAH ASTRI AMIN, , Drs. I Gusti Ngurah Putra, MA
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/124278/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=64398
• Institution: Universitas Gadjah Mada

Social Media is used much lately, forcing the company to adapt to the needs of customers with a presence in the virtual world, including PT PLN (Persero). This government company which has monopoly control in electrical power distribution uses social media as a tool to provide the best service to its customers. This research aims to describe the using of social media in customer care practices. The case which is raised in this research is �How PT PLN (Persero) handles complaints from customers that go through social media. PT PLN (Persero) has used social media Facebook and Twitter since August of 2012. This research uses descriptive case study research method of handling complaints through Facebook and Twitter. This method allows researchers to use a variety of data collection techniques: interviews, observation, documentation and study of the literature. Data from various sources are then analyzed using the pattern matching logic. The results of this research showed that PT PLN (Persero) using a special system of Handling complaints of Integrated Applications (APKT) to deal with complaints that come in through social media. PT PLN (Persero) is in collaboration with its subsidiary, PT Indonesia Comnets Plus in operating APKT. APKT run by 19 people Customer Service Officer (CSO) and their team working 24 hours a day, seven days a week without having a day off. The shift schedule of the CSO Division is dividing by �workforce management system� according to the workload. This is done so that social media PT. PLN (Persero) still can serve customers anytime. This is in line with the principles of social media that always be in real time.