Prosedur Pelaksanaan Pelayanan dalam Melayani Keluhan Customer pada Event Erigo Tour Plaza Medan Fair

Abstract

This study examines the procedures for implementing customer complaint services provided by PT. Idea Solutions Indonesia through the 2022 Erigo Tour Event Plaza Medan Fair. Erigo is a retail company in the apparel and fashion industry. The local brand focuses on streetwear facilities that can be used by both men and women. Erigo itself has managed to become a famous local fashion brand that many people enjoy by presenting products that are trendy, semi-formal, casual, and comfortable. This activity is an event of large scale, certainly not separated from all the obstacles faced, one of which is the customer. This topic was selected due to customer complaint handling. In this study, the quantitative research method is descriptive. The result of this study is that, in serving customer complaints at the 2022 Eigo Tour Event, the Medan Fair Plaza is not formed as a special division that serves customer complaints. The role of customer complaint service in managing the 2022 event, Erigo Tour Plaza Medan Fair, is handled directly by the Person In Charge (PIC). The customer complaint services that have been run provide satisfactory results in the effort to achieve the company's goal, namely to form a word-of-mouth recommendation that is beneficial for PT. Idea Solutions Indonesia (Erigo).