<![CDATA[ABSTRACTThe purpose of this research was to find out (1) the implementation of complaint management in Customer Service Department of PT. Telkom Surakarta; (2) the customers? response to the implementation of complaint management; (3) some obstacles faced and the solution given by PT. Telkom in implementing complaint management to the customers.This research used a single embedded case study with the qualitative method. The sources of the research were informants, locations, documents or archives. The samples of the research were taken by using the purposive sampling technique and the snowball sampling technique. The data of the research were gathered through in-depth interview, observation, and documentation and were then validated by using the data source and data gathering method triangulations. They were analyzed by using the interactive technique of analysis.The research show that the implementation of complaint management in improving a first-rate service in Customer Service Department of PT. Telkom Surakarta that had been carried out, had been appropriate to the determined procedures for the customers? satisfaction, although it was necessary to make some improvements in managing the customers? complaints. Keywords: complaint, customer, excellent service and customer service.]]>
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