The Role of Customer Services in Improving the Service Quality to Customers: A Case on Islamic Bank

Abstract

This research aimed to determine the role of the customer services department in improving the quality of service to customers. The research method used in this research is to use a qualitative descriptive approach, so that researchers can describe in detail related to events that are actually experienced in the field. Data collection techniques carried out by researchers are by means of observation, interviews and documentation. The results obtained from this study are several roles performed by customer services in improving the quality of services implemented at Bank Syariah Indonesia KCP Bojonegoro Suropati by means of customer servicers who play several roles including: receptionist, informant, bridge liaison and marketing. This is done because the existence of good service quality will be able to increase the level of trust of a customer to the bank, so they will not hesitate to entrust their funds to be managed by the bank. With the many roles performed by the customer services department, there are obstacles and opportunities that arise as long as customer services perform their duties, where the obstacles are customer responses that take too long, too many customer complaints, must remain on stand by even though it is lunch break, face complicated customers, must remain friendly to customers even though their hearts and minds are not in good condition, and customers have different characters. In addition to several obstacles that arise, being a customer service professional also has several opportunities that will arise, which opportunities include: Practicing good communication, having extensive relationships, being able to promote bank products to customers and prospective customers, practicing patience, self control.