Pelatihan Peningkatan Kualitas Layanan bagi Komunitas UMKM GIK di Kawasan Kota Lama Semarang untuk Mendorong Kepuasan Konsumen
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Abstract
Kegiatan pengabdian kepada masyarakat ini bertujuan untuk meningkatkan kualitas layanan pelaku UMKM di kawasan Kota Lama Semarang melalui pelatihan service excellence. Permasalahan utama yang dihadapi mitra adalah rendahnya pemahaman mengenai kualitas layanan, belum adanya standar operasional pelayanan, serta keterbatasan keterampilan komunikasi dengan pelanggan. Metode yang digunakan adalah pendekatan partisipatif melalui pelatihan, simulasi, studi kasus, dan pendampingan. Hasil kegiatan menunjukkan bahwa lebih dari 85% peserta mengalami peningkatan pemahaman dan keterampilan dalam memberikan layanan kepada pelanggan. Selain itu, terjadi peningkatan kepuasan pelanggan sebesar 20% setelah pelatihan. Kegiatan ini memberikan dampak positif dalam meningkatkan profesionalisme pelaku UMKM serta memperkuat daya saing usaha di sektor ekonomi kreatif.
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