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Empowering Young Entrepreneurs through Business Communication Training and Complaint Handling

Peduli: Indonesian Journal of Community Empowerment · Vol. 2 No. 1 (2026)

ISSN
3123-6731
Terbit
2026-04-08
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

This community engagement program aims to improve business communication competence and complaint handling skills among young entrepreneurs who are members of the Young Entrepreneur Success (YES) community in Semarang. The main problem faced by the participants is the limited ability to communicate effectively when responding to customer complaints, particularly in digital transactions, which may reduce customer satisfaction and loyalty. The program was implemented through participatory training methods consisting of interactive lectures, group discussions, case simulations, and role-play activities on customer complaint management, as well as mentoring in developing standard operating procedures (SOPs) for customer service. A total of 45 young MSME entrepreneurs from various business sectors participated in this activity. The results indicate an improvement in participants’ understanding of empathetic communication, strategies for responding to customer complaints, and their ability to develop and implement SOPs for complaint handling in their business operations. This initiative contributes to the achievement of the Sustainable Development Goals (SDGs), particularly Goal 8 on Decent Work and Economic Growth, by strengthening entrepreneurial capacity and improving service professionalism among young MSME actors.

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Syahrul Syah SinagaAfiliasi tidak diketahui4
Moch. ArifienAfiliasi tidak diketahui2
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JamhurAfiliasi tidak diketahui2
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Tutik WijayantiAfiliasi tidak diketahui1
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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/peduli/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Empowering Young Entrepreneurs through Business Communication Training and Complaint Handling</dc:title>
	<dc:creator xml:lang="en">Mumpuni, Restu Ayu</dc:creator>
	<dc:creator xml:lang="en">Nurpratiwi, Hany</dc:creator>
	<dc:creator xml:lang="en">Mulianingsih, Ferani</dc:creator>
	<dc:creator xml:lang="en">Pramita, Ayu Wulansari</dc:creator>
	<dc:creator xml:lang="en">Sinaga, Wiranisa Bellatrix</dc:creator>
	<dc:subject xml:lang="en">Business communication; complaint handling; young entrepreneurs; MSMEs; SDG 8</dc:subject>
	<dc:description xml:lang="en">This community engagement program aims to improve business communication competence and complaint handling skills among young entrepreneurs who are members of the Young Entrepreneur Success (YES) community in Semarang. The main problem faced by the participants is the limited ability to communicate effectively when responding to customer complaints, particularly in digital transactions, which may reduce customer satisfaction and loyalty. The program was implemented through participatory training methods consisting of interactive lectures, group discussions, case simulations, and role-play activities on customer complaint management, as well as mentoring in developing standard operating procedures (SOPs) for customer service. A total of 45 young MSME entrepreneurs from various business sectors participated in this activity. The results indicate an improvement in participants’ understanding of empathetic communication, strategies for responding to customer complaints, and their ability to develop and implement SOPs for complaint handling in their business operations. This initiative contributes to the achievement of the Sustainable Development Goals (SDGs), particularly Goal 8 on Decent Work and Economic Growth, by strengthening entrepreneurial capacity and improving service professionalism among young MSME actors.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2026-04-08</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/peduli/article/view/47002</dc:identifier>
	<dc:source xml:lang="en">Peduli: Indonesian Journal of Community Empowerment; Vol. 2 No. 1 (2026): March 2026</dc:source>
	<dc:source>3123-6731</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/peduli/article/view/47002/8987</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Peduli: Indonesian Journal of Community Empowerment</dc:rights>
</oai_dc:dc>