Peningkatan Layanan Staf Frontline Melalui Diklat Kualitas Layanan (Excellent Service Quality)

Abstract

Pengabdian kepada Masyarakat ini bertujuan menerapkan ilmu dan konsep Pelayanan Prima (Excellent Service), dimana selanjutnya membangun kualitas SDM bagi salah satu stakeholder Polnep, dalam hal ini PT Adira Dinamika Multi Finance Tbk. Pelaksanaan Pengabdian kali ini menggunakan metode penerapan ipteks dalam bentuk penyuluhan (diklat) bagi frontliner. Selain itu untuk menambah kualitas layanan di Area Layanan, Tim pengabdian telah mensetting satu set LED running text untuk meningkatkan kualitas dalam hal informasi di ruang layanan. Pengumpulan data melalui observasi, wawancara dan studi dokumen serta beberapa dokumentasi di Area Ruang Layanan. Manfaat Pengabdian yang diharapkan bagi khalayak sasaran adalah tercapainya peningkatan pengetahuan dan ketrampilan mengenai kualitas layanan dari Staf Bagian Customer Service (CS)  dan Teller, menumbuhkan Jiwa Melayani bagi Staf Bagian Customer Service (CS) dan Teller, terjadinya peningkatan Citra yang baik dari Pelanggan, khususnya bagi pelanggan Cabang Kota Pontianak dan sekitarnya, dan meningkatnya kualitas hubungan kerjasama yang saling menguntungkan, antara Politeknik Negeri Pontianak sebagai institusi Pendidikan Tinggi dengan PT Adira Dinamika Multi Finance Tbk, sebagai salah satu Industri sebagai bagian dari Stakeholder Pendidikan Tinggi.

Kata kunci— Frontliner, Kualitas Pelayanan, Kepuasan dan Loyalitas Pelanggan

Abstract

This community projects aims to apply the knowledge and concept of Excellent Service, which in turn builds the quality of human resources for one of the Polnep stakeholders, in this case PT Adira Dinamika Multi Finance Tbk. The implementation of this service uses the method of applying science and technology in the form of education and training for frontliners. In addition, to increase the quality of service in the service Area, the service team has set up a set of LED running text to improve the quality of information in the service area. Collecting data through observation, interviews and document studies as well as some documentation in the Service Room Area. The expected service benefits for the target audience are the achievement of increased knowledge and skills regarding service quality from the Customer Service (CS) and Teller Staff, fostering a Serving Spirit for Customer Service (CS) and Teller Staff, an increase in a good image from customers, especially for customers of the Pontianak City Branch and its surroundings, and increasing the quality of mutually beneficial cooperative relationships, between Pontianak State Polytechnic as a Higher Education institution and PT Adira Dinamika Multi Finance Tbk, as one of the industries as part of the Higher Education Stakeholder.

Keywords— Frontliner, Service Quality, Customer Satisfaction and Loyalty