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Nida Akhoiviah Pengarang HISWANTI, S.Sos, M.Ikom Dosen Pembimbing 1 Misnan, S.S.,M.I.Kom Ketua Penguji/Penguji 1 Iswahyu Pranawukir, S.Sn, M.Ikom Anggota 1/Penguji 2 Agus Hitopa Sukma, S.H.,M.I.Kom Anggota 2/Penguji 3

The role of customers in a company is very vital, PT. Teratai Widjaja is a manufacturing company engaged in the service sector or provider of apparel goods that focuses on customer satisfaction. In handling orders, there are companies that are dissatisfied with two aspects of service, namely communicative and responsive. The purpose of this research is to find out the strategy and communication barriers of the marketing staff of PT. Teratai Widjaja in increasing customer satisfaction. The subject of this research is the marketing staff of PT. Teratai Widjaja because researchers want to know the communication strategy used when dealing with customers whether it is in accordance with the satisfaction aspect. The research method used is descriptive qualitative, and uses data collection techniques by means of observation, interviews, and documentation. The technique for determining key informants uses purposive sampling. The data analysis technique used is data collection, data reduction, data presentation, and conclusions. The data validation technique uses source triangulation and technique triangulation. The results of this study are the communication strategies used by the marketing staff of PT. Teratai Widjaja is with Redudancy, Canalizing, Informative and Educative communication strategies. While the communication strategies that are not used are coercive and persuasive. The forms of communication used are verbal and non-verbal.