CUSTOMER SERVICE ACTIVITIES OF BANK

CENTRAL ASIA KCP PONDOK LESTARI IN

CUSTOMER RELATIONS WITH CUSTOMERS

DISUSUN OLEH

NAMA : INA HASNAWATI

NIM : 44216120065
 BACKGROUND

The apprenticeship program is part of a job training system that is organized in an

integrated manner between work training in training institutions by working directly under the
guidance and supervision of more experienced instructors in order to master certain skills or
expertise.
To better know the apprenticeship description, Bank Central Asia gave me the opportunity
to be able to practice internships. The choice of Bank Central Asia Tbk., Is because Bank
Central Asia is the largest private bank in Indonesia with a large number of products and
diverse customers making it easier for me to learn and develop during this internship.

Coupled with my knowledge and ability to communicate, increase my selling

power and confidence to improve Customer Relations with customers.
 THE PURPOSE OF THE ACTIVITY

1. To be able to apply theories or concepts that havebeen obtained during

studies in order to get areal picture of the implementation ofprofessional
duties as a Public Relationspractitioner.

2. To be able to communicate well and be able to establish customer

relationships with customers.

3. To be able to contribute to developmentthe company's reputation

and branding and work experience for future employment.

 GENERAL DESCRIPTION PT BANK CENTRAL ASIA

• Ever since it was established in 1957, Bank Central Asia (BCA) has continued to
grow. This has been the result of the dedicated teamwork of every single one of our
employees and the unflagging customers support . In line with BCA commitment to
be “Always by Your Side”, BCA will continue to strive to earn the trust, and live up
to the expectations, of all the Bank’s customers and other stakeholders in its drive to
continue to achieve ongoing growth.

• From the beginning, BCA has always offered diverse financial solutions through
banking transaction services for many diverse groups and ages. And now everyone
can enjoy the banking transaction ease and convenience BCA offers, enabled by
strong inter-branch links, an extensive ATM network, and all the other electronic
banking services the Bank offers.
 VISION AND MISSION BCA

VISION
To be the bank of choice and a major pillar of the Indonesian economy

MISSION
• To build centers of excellence in payment settlements and financial
solutions for businesses and individuals
• To understand diverse customer needs and provide the right

financial services to optimize customer satisfaction

• To enhance our corporate franchise and stakeholders value
 INITIAL PLAN
The initial plan for initiating the trade is arranged as follows:

1. Analyze and understand customer questions, suggestions and complaints and can
provide appropriate solutions to build customer relations.

2. Socializing and educating customers about banking services and products and being
able to apply communication knowledge that has been learned such as public
speaking

3. Planning public relations marketing programs such as seminars, exhibitions,

competitions, contests and gatherings in order to introduce the company

or company products so that they can reach the wider community.

4. Evaluating programs that have been run

 ANALYSIS OF THEORY WITH PRACTICE

1. Communication

Communication is the sending and receiving of messages or news between 2 or more

people so that the intended message can be understood.

2. Customer Relations Management

Customer relations management, also known as customer relationship management, is a
business strategy to optimize the company's profitability by maintaining and increasing
the number of customers.

3. Negotiations

Negotiation is a bargaining process by negotiating to reach

an agreement between the two parties.

 CONCLUSION

• From the results of activities during an internship at Bank Central

Asia it can be concluded that the practice of internships is very
important for students before actually entering the real world of
work. Because during my internship at BCA a lot of lessons and
experiences that I got especially in training the level of my
communication with many people.
 SUGGESTIONS

As long as I do this trade, it certainly cannot be separated from deficiencies.

1. Suggestions for further internships are to prepare a more mature initial plan so that

during the apprenticeship all activities can be carried out well.

2. The suggestion for the company is to increase the confidence of the trainees in handling

some matters related to the problems being faced by the company so that students are

able to analyze similar problems when plunging into the real world of work.

3. The suggestion for the University is to provide knowledge in

advance so that when doing an internship, students also feel ready

mentally and physically.