Peranan Komunikasi Verbal pada Pelayanan Konsumen dalam Pembayaran Rekening Air di PDAM Tirtanadi Tuasan Medan

Abstract

This study discusses the role of verbal communication on customer service, especially in water bill payment by conducting research in PDAM Tirtanadi Tuasan Medan. The problem posed in this research is "How is the role of verbal communication applied in PDAM Tirtanadi Tuasan Medan in customer service that make payment of water account". The type of this research is descriptive research, that is type of research which only describe, summarizing various condition, situation or various condition which got at time of research done. In this research will be described concrete conditions of the object of research, connecting one variable or condition with other variables or conditions and then will be produced description of the object of research. The results of research and discussion explain the role of verbal communication that is applied in PDAM Tirtanadi Tuasan Medan in customer service that do the payment of water account so consumers know the amount of water bill, consumers know the things that must be paid, the consumer knows where to make payment and the consumer can still enjoy the pleasures of the water he pays. Verbal communication run by PDAM Tirtanadi Branch Tuasan officer with PDAM's own customers has been running well so that consumers understand the procedure of payment of water bill. Attitudes and procedures and knowledge of PDAM Tirtanadi Branch Tuasan officers in providing services are also very good.