Tahapan Customer Service Dalam Menangani Kebutuhan Pelanggan Pada Nabila Travel Malang

Abstract

Customer service plays an essential role in the tourism industry by providing quality services that meet customer needs and enhance customer satisfaction. This final project aims to describe the stages of customer service in handling customer needs at Nabila Travel Malang during the implementation of the second Field Work Practice (Praktik Kerja Nyata II). The study employed a descriptive qualitative approach. Data were collected through direct observation, interviews with company staff, documentation, and active participation in daily operational activities. The findings show that customer service at Nabila Travel Malang performs its responsibilities through three main stages: pre-service, service, and post-service. During the pre-service stage, customer service identifies customer needs, provides information about tour packages, and offers travel recommendations according to customer preferences. During the service stage, customer service responds to customer inquiries, prepares travel itineraries, confirms reservations and payments, and coordinates with the operational team to ensure smooth travel arrangements. In the post-service stage, customer service follows up with customers, gathers feedback, and maintains communication to strengthen long-term relationships. These systematic stages contribute to delivering responsive, efficient, and customer-oriented services. The study concludes that the implementation of structured customer service stages helps improve service quality, build customer trust, and increase customer satisfaction, thereby supporting the company's competitiveness in the tourism industry.