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Komplain publik kini menjadi isu yang semakin krusial, terutama di era digital di mana keluhan kecil dapat berkembang menjadi krisis besar secara viral. Hal ini disampaikan dalam pesan komunikasi publik terbaru yang menyoroti pentingnya penanganan komplain secara profesional, khususnya oleh lembaga pemerintah dan swasta.


“Setiap orang punya hak untuk menyampaikan keluhan. Jangan remehkan satu komplain, karena satu suara bisa menjadi gelombang yang merugikan bila tidak ditangani dengan baik,” ujar narasumber dalam sesi komunikasi bertajuk Handle Complain di Era Digital.


Ditekankan bahwa pelayanan publik harus mengedepankan pendekatan high-tech namun juga tetap mengusung high-touch, yakni keseimbangan antara teknologi dan sentuhan empati terhadap masyarakat.


Komunikasi yang buruk disebut dapat memicu kebisingan sosial dan bahkan berujung pada hilangnya kepercayaan publik. Untuk itu, SDM di bidang Humas, khususnya yang menangani pelayanan publik, diimbau untuk terus meningkatkan kompetensi dan strategi komunikasi agar siap menghadapi tantangan zaman.


“Profesi komunikasi sangat strategis. Institusi bisa tumbuh karena komunikasi yang baik, namun juga bisa runtuh karena kegagalan komunikasi,” tegasnya.


Di akhir pesannya, pimpinan institusi dan CEO juga diingatkan untuk tidak meremehkan peran komunikasi dalam keberlangsungan organisasi, apalagi di tengah cepatnya arus informasi saat ini.




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