Analisis pelayanan customer service  pada stasiun surabaya gubeng pada standard operating procedure  pandemi covid 19

Analysis of customer service at surabaya gubeng station in standard operating procedure of covid 19 pandemic

Pelayanan customore service memiliki peranan penting bagi setiap stasiun dimana informasi terkait kereta api akan didapatkan melalui petugas customore service. Pada pandemi covid-19 ini petugas customore service diharuskan melayani penumpang kereta api dengan menggunakan APD serta tidak kontak langsung dengan penumpang, hal tersebut dilakukan agar mencegah penyebaran virus corona yang ada di Indonesia. Pelayanan customore service pada saat pandemi masih tetap melayani penumpang seperti biasanya namun ada protokol kesehatan yang wajib dilakukan oleh semua orang atau para penumpang kereta api yaitu sebelum memasuki wilayah stasiun penumpang wajib memakai masker, penumpang diwajibkan untuk melewati bilik disinfekta, lalu penumpang dirahakan petugas untuk cuci tangan dan cek cuhu tubuh, kemudian penumpang diberi handsanitaizer untuk mencega penyebaran virus corona. Penumpang yang ingin menggunakan jasa customore service diharuskan terlebih dahulu untuk mengambil nomor antrian, ketika nomor antrian sudah terpanggil maka penumpang diperbolehkan untuk masuk keruangan customore service. Ruangan customore service pada saat pandemi covid-19 berbeda dengan biasanya, dimana kali ini ruangan customore service diberi pembatas atau penyekatan agar petugas dan penumpang tidak berinteraksi secara langsung. Petugas customore service masih tetap sama saat memberikan informasi terkait kereta api, melakukan pembatalan tiket kereta api, perubahan jadwal kereta api, dan lain sebaginya. Pada pandemi covid-19 stasiun kereta api membatasi akses fasilitas stasiun serta membatasi jumlah penumpang kereta api hal tersebut berguna agar seluruh penumpang terhindar dari virus corona.

Kata kunci: Pelayanan customore service, Fasilitas customore service, Stasiun.

Customore service has an important role for every station where information related to trains will be obtained through customore service officers. In this covid-19 pandemic, customore service officers are required to serve train passengers using APD and not direct contact with passengers, this is done to prevent the spread of the corona virus in Indonesia. Customore service during the pandemic still serves passengers as usual, but there are health protocols that must be carried out by everyone or train passengers, namely before entering the passenger station area they are required to wear masks, passengers are required to pass through the disinfectant booth, then passengers are kept by officers to wash hands and check body temperature, then passengers are given a hand sanitizer to prevent the spread of the corona virus. Passengers who want to use the customore service are required to first take a queue number, when the queue number has been called, the passenger is allowed to enter the customore service room. The customore service room during the covid-19 pandemic was different from usual, where this time the customore service room was given a barrier or insulation so that officers and passengers did not interact directly. Customore service officers are still the same when providing information related to trains, canceling train tickets, changing train schedules, and so on. During the COVID-19 pandemic, train stations limit access to station facilities and limit the number of train passengers, this is useful so that all passengers are protected from the corona virus.

Keywords: Customore Service, Customore Service Facility, Station.