Communication is a statement and a technique of how a communicator deliver a message to
communicant. At this point, communication process in delivering message or information itself
occures when a customer service officer serves a customer or in other words, the process takes place
in direct communiation activity with the customers. Customer service has role as the the front line of
the company and the connector between company and its customers. It has become the duty and
responsibility for a company to provide service in the terms of product information,
consultation,handling complaints, after sales service, and so on. In delivering message and informaion
to customers, a customer service officer must have competency in communicating the information and
solution related to customer needs and complaints, so that the customer satisfaction can be attained.
This matter has attracted the writer to do a reasearch entitled “The Role of Customer Service in
Increasing Customer Satisfaction by means of interpersonal Approach”. This research applies case
study method and qualitative research approach. Regarding to the character of this research, the
writer gives description about research topic which is derived from data source; in forms of interviews
and observations. On the other hand, this research also applies interpretive paradigm and
interpersonal communication theory by Deddy Mulyana, Theory of coordinated meaning management
by West & Turner.
Keywords: Customer Service, Cutomer Satisfaction, Interpersonal Communication