| dc.description.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. | en_US |
