PENERAPAN SOP PELAYANAN PRIMA UNTUK CUSTOMER SOGO GALAXY MALL SURABAYA

Baadilla, Oscar (2021) PENERAPAN SOP PELAYANAN PRIMA UNTUK CUSTOMER SOGO GALAXY MALL SURABAYA. Diploma thesis, Politeknik NSC Surabaya.

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Abstract

This final project is entitled "Implementation of Service Excellent Soup for Sogo Galaxy Mall Surabaya Customers". This research is a qualitative descriptive study that discusses the application of standard operating procedures (SOP) to customer service at SOGO Galaxy mall Surabaya.
Standard operating procedures (SOP) serve as guidelines for employees in carrying out their respective duties so that the company can run optimally and as desired. In providing services, especially SOGO employees are expected to provide the best service by carrying out their duties in accordance with standard operating procedures (SOP). The purpose of this study is to determine the application of standard operating procedures (SOP) to customer service at SOGO
Galaxy mall Surabaya.
Based on the results of this study, it shows that SOGO employees in carrying out their duties are in accordance with the standard operating procedures (SOP) that exist at SOGO Galaxy Mall Surabaya. Such as customer service standards, service time standards, telephone communication standards, and appearance standards are in accordance with standard operating procedures (SOP) so that SOGO employee service is excellent.

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