The Interpersonal Communication Patterns of Café De Classe Employees in Handling Customer Complaints
DOI:
https://doi.org/10.35457/translitera.v15i1.5690Keywords:
Interpersonal Communication, Costumer Service, Costumer Complaint Handling, Service Recovery, CafeAbstract
This study analyzes the interpersonal communication patterns of Café De Classe Blitar employees in handling customer complaints. Using a descriptive qualitative approach, data were collected through observation, semi-structured interviews with employees and customers, and documentation. The findings show that the communication pattern is two-way, adaptive, and service-recovery oriented. Employees handle complaints by actively listening, showing empathy, apologizing, explaining problems, offering solutions, and following up. Verbal communication is strengthened by friendly facial expressions, eye contact, soft tone, and open body posture, which help reduce customer tension. In more complex complaints, communication develops into small-group interaction involving supervisors. These findings indicate that effective interpersonal communication not only resolves service problems but also supports customer satisfaction, trust, and loyalty.
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