PELATIHAN KOMUNIKASI EFEKTIF DALAM PELAYANAN PELANGGAN BAGI PEMILIK TOKO RAFA DI DESA BERAN KABUPATEN NGAWI

Abstract

Good traditional retail has always prioritized service. Consumers are now increasingly discerning in assessing the quality of the products and services they receive. A mismatch between consumer expectations and the reality can lead to a decline in trust and even the risk of losing customers permanently. Customer service encompasses many aspects, but communication remains the most important factor in building strong and lasting relationships. Efficient communication can help resolve issues more quickly, in a manner that is more satisfying for both customers and agents, provide valuable information, and respond to inquiries, all of which can lead to greater customer satisfaction and loyalty. Conversely, poor communication can result in negative consequences, such as dissatisfied customers, negative reviews, and lower sales.

This community service activity was designed to develop the effective communication skills of Rafa Shop owners through a training program. The material provided included basic concepts of effective communication, active listening techniques, and strategies for handling customer complaints. The activity was implemented through theoretical presentations, practical simulations and discussions, and pre- and post-test-based evaluations. The results of the activity demonstrated significant improvements in participants' effective communication skills, which are expected to contribute to improved service quality and foster customer loyalty.