The purposes of this final project were to identify the role of customer service in serving customers on CV Tirta Makmur Ungaran Semarang. And how standards in dealing with the customer, customer service and a key role in the company. The methods in collecting the data were interviews, observation, and literature studies. The results shows that the customer service on CV Tirta Makmur Ungaran Semarang is to form an image from a customer point of view, moreover it can figure out how to handle the complaint from customers as well as retain customers