Prosedur Sistem Pelayanan Pelanggan pada PT Perusahaan Listrik Negara (Persero) ULP Medan Baru

Abstract

PT PLN (Persero) is a service company engaged in services such as electricity sales. By providing the best service to its customers, of course, PT PLN has a customer service system procedure that has been set by the company. Data collection techniques are carried out with interviews and observations are carried out to obtain adequate discussion results. The author observes and records what happened in the ongoing research and conducts direct conversations with related parties to get more detailed information. One of PT PLN (Persero) ULP Medan Baru Area has a customer service unit function, which is a service function in the form of: sharing information for the needs of PLN officers (internal), information for customer needs (external), among others: explaining procedures and information related to all products about PLN services, namely New Connection Request (PB), Power Change Request (PD), as well as products regarding services and others, responding to service complaints and customer service complaints related to electricity services. The procedure for handling customer complaints at PT PLN (Persero) ULP Medan Baru has been carried out in accordance with the theory of experts and the synthesis that has been made by the author. The service can also be through the PLN web or through the PLN Mobile application. New PLN Mobile is present as a leading digital platform to meet all customer needs, ranging from electricity account bills, token transactions, electricity kwh usage history, payment locations through the nearest banking as well as status information or progress of applications and complaints experienced by PLN customers.