2020
DOI: 10.36555/almana.v4i2.1398
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Making Effectiveness Customer Complaint Handling

Abstract: The quality of service provided by each Bank becomes a differentiator and becomes a consideration for customers to be loyal to the Bank. With increasing competition in the service and manufacturing sectors, the strategic focus has shifted to determining retention strategies for customers. The speed of handling complaints is measured by SLA (Services Level Agreement), where each bank is required to settle customer complaints a maximum of 20 working days. For this reason, the company has a great responsibility t… Show more

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