Microsoft Word 02 CHAPTER I
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CHAPTER I
INTRODUCTION
A. Background
To face the global era, The English Department of Sebelas Maret
University established English Diploma Program to fulfil the demand of middle
experts in English. One of the requirements to finish the study of English Diploma
Program is job training. The purpose of English Diploma Program to ask the
students to do a job training is to practise their knowledge about English for
Public Relations, English for Hotelier, and Teaching and Learning Method and
also to make them ready to face the real fieldwork. Besides the purpose above, the
job training also becomes the final project of English Diploma Program.
The writer did her job training in PT. TELKOM Cepu on JL. RSU no. 35
Cepu. The writer chose this place because the writer wanted to know about the
activities of Customer Service Officers in establishing corporate image for the
company. Descriptive qualitative method was applied in order to finish this final
project. The data for this report were taken from observation.
As the world grows fast, the need of telecommunication increases. To
fulfil the demand of telecommunication services, Indonesian government
established PT. TELKOM. TELKOM is a public company, a company, which is
established by government. This company is aimed to expedite national and
international telecommunication services.
PT. TELKOM Cepu is part of DIVRE (Division Regional) IV for Central
Java and Yogyakarta areas. As a big company, PT. TELKOM Cepu realizes how
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2
important it is to build and maintain its good corporate image. One of its
divisions, which has the main duty to hold it, is Customer Service Division.
Customer Service Division has a vital function of any well-run company’s
operation. By its services that are given to customers, Customer Service Division
can help establish corporate image. A good service will establish a good image in
the customers’ mind. A good service is also a reflection of the company’s culture
that can establish the success of the company’s goal.
All of the activities of Customer Service Officers in establishing corporate
image are very complicated and very challenging to be observed. From this
statement the activities of Customer Service Officers in creating corporate image
are required to be analyzed in this report with the title “THE ACTIVITIES OF
CUSTOMER
SERVICE
OFFICERS
OF
PT.
TELKOM
CEPU
ESTABLISHING THE COMPANY’S CORPORATE IMAGE”.
B. Objective
The objective of this report is:
To describe the activities of Customer Service Division of PT. TELKOM
Cepu in establishing the company’s corporate image.
IN
3
C. Benefits
Hopefully this report will be advantageous for some people:
1. The writer
The writer knows the activities of the Customer Service Division of PT.
TELKOM Cepu in establishing the company’s corporate image.
2. The readers
They know and get additional information about the Customer Service of
PT. TELKOM Cepu.
3. The customers of PT. TELKOM Cepu
§
The customers know the services given by the Customer Service
Division of PT. TELKOM Cepu.
§
The customers know the products and the services given by PT.
TELKOM Cepu.
4. The Customer Service Officers and PT. TELKOM Cepu
The result of the analysis can be used as additional information in giving
the services to the customers.
CHAPTER I
INTRODUCTION
A. Background
To face the global era, The English Department of Sebelas Maret
University established English Diploma Program to fulfil the demand of middle
experts in English. One of the requirements to finish the study of English Diploma
Program is job training. The purpose of English Diploma Program to ask the
students to do a job training is to practise their knowledge about English for
Public Relations, English for Hotelier, and Teaching and Learning Method and
also to make them ready to face the real fieldwork. Besides the purpose above, the
job training also becomes the final project of English Diploma Program.
The writer did her job training in PT. TELKOM Cepu on JL. RSU no. 35
Cepu. The writer chose this place because the writer wanted to know about the
activities of Customer Service Officers in establishing corporate image for the
company. Descriptive qualitative method was applied in order to finish this final
project. The data for this report were taken from observation.
As the world grows fast, the need of telecommunication increases. To
fulfil the demand of telecommunication services, Indonesian government
established PT. TELKOM. TELKOM is a public company, a company, which is
established by government. This company is aimed to expedite national and
international telecommunication services.
PT. TELKOM Cepu is part of DIVRE (Division Regional) IV for Central
Java and Yogyakarta areas. As a big company, PT. TELKOM Cepu realizes how
1
2
important it is to build and maintain its good corporate image. One of its
divisions, which has the main duty to hold it, is Customer Service Division.
Customer Service Division has a vital function of any well-run company’s
operation. By its services that are given to customers, Customer Service Division
can help establish corporate image. A good service will establish a good image in
the customers’ mind. A good service is also a reflection of the company’s culture
that can establish the success of the company’s goal.
All of the activities of Customer Service Officers in establishing corporate
image are very complicated and very challenging to be observed. From this
statement the activities of Customer Service Officers in creating corporate image
are required to be analyzed in this report with the title “THE ACTIVITIES OF
CUSTOMER
SERVICE
OFFICERS
OF
PT.
TELKOM
CEPU
ESTABLISHING THE COMPANY’S CORPORATE IMAGE”.
B. Objective
The objective of this report is:
To describe the activities of Customer Service Division of PT. TELKOM
Cepu in establishing the company’s corporate image.
IN
3
C. Benefits
Hopefully this report will be advantageous for some people:
1. The writer
The writer knows the activities of the Customer Service Division of PT.
TELKOM Cepu in establishing the company’s corporate image.
2. The readers
They know and get additional information about the Customer Service of
PT. TELKOM Cepu.
3. The customers of PT. TELKOM Cepu
§
The customers know the services given by the Customer Service
Division of PT. TELKOM Cepu.
§
The customers know the products and the services given by PT.
TELKOM Cepu.
4. The Customer Service Officers and PT. TELKOM Cepu
The result of the analysis can be used as additional information in giving
the services to the customers.