The role of Akulaku customer service interpersonal communication on customer emotions

Abstract

This study aims to determine the role of Akulaku customer service interpersonal communication on customer emotional attitudes. This research uses descriptive qualitative methods using qualitative data collected from observations and interviews. Interpersonal communication in Akulaku's customer service activities is very important to communicate with customers by using verbal communication messages as a means of interpersonal communication, namely by verbal form over the phone or writing on the application's live chat. In dealing with customers' positive and negative emotions, Akulaku's customer service uses an emotional approach. The emotional aspect is considered a key strategy in improving the quality of interactions and supporting the company's goal of building long-term relationships with customers.