Muhammad Rizal Firmansyah (2019) Communication Strategies Used By Customer Service Officer In Handling International Visitors At Pt. Angkasa Pura I Bali. Tugas Akhir D3 thesis, UNIVERSITAS AIRLANGGA.

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Abstract

The writer obtains his knowledge as customer service during the I Gusti Ngurah Rai Airport internship from January 8 to February 8, 2018. In addition to learning how to be customer service, he also observes how companies improve the quality of their services, especially to handle communication with international visitors. That is why the writer places communication problems as the title of this final report. The writer is working with a number of information from his seniors and computers. The writer also gets many valuable lessons from his first experience in an internship at Bali airport, namely learning to deal with international visitors and learning how to improve quality as a customer service officer. The writer gets a lesson during an internship at a Bali airport. That is, the writer knows and studies the problems faced by customer service officers at the airport of PT Angkasa Pura Bali in handling communication with multicustomers. The problems are related to culture, language, and limited facilities. Culture is one of the problems faced by customer service officers because of course, the culture in our country and in other countries is different. English language skills are a fundamental ability that should be owned by a customer service officer. Because English has become a universal language used in the professional world. As we know, “the role of a customer service officer’s interpreting language skill is important. Interpreting is the process of translating from source language to target language orally (Lacorte, 2015). Many customers came to customer service counters to ask for help communicating with other people who speak different languages and being their interpreter. And limited facilities also become one of the causes of the problems faced.

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