NURMA YUNITA, 121210113042 (2016) A JOB TRAINING REPORTS AS A CUSTOMER SERVICE CENTER AT PT.ANGKASA PURA, JUANDA INTERNATIONAL AIRPORT SURABAYA FROM 19TH JANUARY 2015 TO 09TH MARCH 2015. Tugas Akhir D3 thesis, Universitas Airlangga.

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Abstract

Air transportation is one the primary transportations in Indonesia. The number of people whose this type of transportation increases rapidly every years. And it has led the establishment of new airports and terminal, including the addition buildings of new Terminal in Juanda International Airport. Air transportation in Indonesia is managed by PT. Angkasa Pura I, one stateowned enterprises (BUMN) in Indonesia. The writer conducted her internship at PT. Angkasa Pura I as a Customer Service officer in CSC (Customer Service Center) of Juanda International Airport. The writer did her internship for a month, starting from 19th January 2015 to 9th march 2015. The responsibility for serving passengers. She worked for domestics and international thight. She also learned the standard way of serving the visitors, handling the customers, operating the computer, and answering the telephone calls. In addition, she also learned how to work in groups and communicated with many people at the office of CSC (Customer Service Center) and dealed with the passengers‟ complaints. All the tasks performed by the writer have enriched her knowledge and experience especially the over related to the passengers‟ service. CSC (Customer Service Center) find that some passengers still had problems related to the service at the Terminal 1 and Terminal 2. Even though the management has provided free shuttle bus to connect the passengers from T2 to T2, it would be better to make a better socialization that will ease the passengers. The passengers‟ problem means that the input for the terminals. Despite all the problems, Juanda International Airport, especially Terminal 2, which serves international routes, is a good place for applying the English skills especially speaking skill. At las, the writer recommends this company to the students of the English Department to conduct an internship.

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