Pendampingan Manajemen Pemasaran dan Layanan Pelanggan pada UMKM di Kota Sungai Penuh

Abstract

This community service initiative aims to enhance the capabilities of MSME operators in Sungai Penuh City regarding the management of marketing and customer service in a more focused and professional manner. The challenges faced by the partners generally include a limited understanding of how to formulate marketing strategies aligned with market needs, a lack of consistent promotional activities, and the absence of standardized customer service practices. The implementation process involved awareness-raising, training, mentoring, and practical application-covering the development of simple marketing strategies, the improvement of promotional communication, and the establishment of customer service standards through defined service workflows and customer response guidelines. The results indicate an improvement in the partners' knowledge and skills regarding clear product presentation, responsive communication, and the implementation of structured customer service-spanning from initial interaction to post-transaction follow-up. In conclusion, this mentoring program has positively impacted the quality of marketing and customer service management for MSMEs in Sungai Penuh City, ultimately fostering greater customer trust and opportunities for improved business performance.