Tugas Praktik Menangani Keluhan Pelanggan Akibat Gangguan Koneksi Internet Indihome-Telkom

Summary

In this customer service interaction, a user contacts Indihome to complain about internet issues at their house, including frequent disconnections and slow speeds. The representative apologizes for the inconvenience and investigates the issue, discovering that the problem is being repaired with an estimated resolution time of 6-8 hours. The representative assures the customer that notifications will be sent when the issue is fixed. The conversation ends with gratitude and a confirmation that the problem will be resolved soon, ensuring customer satisfaction.

Takeaways

• 😀 The customer is experiencing repeated internet disconnections and slow speeds.
• 😀 The customer reported that the internet connection is cutting off three times and loading websites or messages is slow.
• 😀 The customer tried using WhatsApp and Google but faced issues sending messages and loading pages.
• 😀 The agent apologizes and proceeds to check the customer's internet connection details.
• 😀 The agent asks for the customer's customer ID number to check the issue.
• 😀 After receiving the customer ID, the agent checks the system and confirms that there is a problem at the customer's house.
• 😀 The agent informs the customer that the problem is being repaired by the team and the estimated repair time is 6-8 hours.
• 😀 The customer asks why the repair is taking so long, and the agent explains that the issue is quite large, requiring more time to fix.
• 😀 The agent assures the customer that the team is working hard to resolve the problem and restore the internet service.
• 😀 The customer will receive a notification when the connection is back to normal, and the agent will follow up via email once fixed.
• 😀 The customer is thanked for contacting the service and is reassured that they will be updated about the repair status.

Q & A

What is the primary issue that the customer is facing with their Indihome internet connection?

The customer is experiencing multiple disconnections of the internet and slow connection speeds. They also mentioned problems with sending messages on WhatsApp and loading pages on Google.

How does the customer express their frustration about the issue?

The customer expresses their frustration by explaining the repeated internet disconnections and the slow speed, especially when trying to send messages and search on Google.

What does Ahmad from Indihome initially do to address the customer's complaint?

Ahmad apologizes for the inconvenience and asks for the customer's ID number in order to check the details of the internet connection issue at their house.

What does Ahmad find when checking the customer's internet connection?

Ahmad finds that there is indeed a problem with the customer's internet connection and informs them that the Indihome team is currently working on fixing it.

How long will it take for the issue to be resolved, according to Ahmad?

Ahmad estimates that the repair will take between 6 and 8 hours to complete.

Why is the repair expected to take so long?

The repair is expected to take longer because the issue appears to be quite significant, which requires more time to fix.

What kind of notification will the customer receive once the issue is resolved?

The customer will receive a notification via email once the issue is fixed and the internet connection is restored to normal.

How does Ahmad ensure that the customer feels reassured about the repair process?

Ahmad reassures the customer by emphasizing that the team is doing their best to resolve the issue and that they will be notified as soon as the connection is restored.

What is the customer's final response to Ahmad's explanation about the repair process?

The customer acknowledges Ahmad's explanation and accepts the estimated repair time, stating that it's okay.

Is there anything else the customer asks or needs help with after the issue is addressed?

No, after discussing the repair, the customer confirms that there is nothing else they need help with.