Pelayanan Prima Mengatasi Komplain Pelanggan di Sebuah Perusahaan

Summary

In this customer service training video, Nabilla Ariyani demonstrates effective complaint resolution techniques at PT. Jaya Abadi. She assists customer Ibu Mia Rosmiati, who reports a malfunctioning air conditioner. Nabilla gathers necessary details, explains the warranty process, and ensures prompt follow-up with an inspection team. By highlighting the company's commitment to customer satisfaction, Nabilla showcases key skills such as empathy, active listening, and clear communication. The interaction underscores the importance of addressing customer concerns professionally and efficiently, ultimately reinforcing the company's dedication to quality service.

Takeaways

• 😀 Introduction of the speaker, Nabilla Ariyani, from the Office Administration program at Universitas Negeri Yogyakarta.
• 😀 The video focuses on the concept of excellent service in handling customer complaints.
• 😀 The interaction takes place at PT. Jaya Abadi, where Nabilla serves as a customer service representative.
• 😀 A customer, Ibu Mia Rosmiati, reports an issue with an AC unit that is not functioning.
• 😀 Nabilla requests the purchase receipt to assist with the complaint resolution.
• 😀 Confirmation of the customer's order details, including products purchased and delivery address.
• 😀 An apology is extended for the inconvenience caused, and Nabilla explains the warranty process.
• 😀 The company offers a product exchange warranty under specific conditions.
• 😀 Customers are informed that the warranty for product exchange is valid for 24 hours, while machine defects are covered for two years.
• 😀 Arrangements are made for a technician to visit the customer's home for product inspection and potential replacement within three days.

Q & A

What is the purpose of the interaction in the transcript?

The purpose of the interaction is to demonstrate how to handle customer complaints effectively, specifically regarding a defective air conditioning unit.

Who is the customer service representative in the transcript?

The customer service representative is Nabilla Ariyani.

What issue does the customer, Ibu Mia Rosmiati, have?

Ibu Mia has a complaint about an air conditioner that she purchased, which does not turn on.

What information does Nabilla request from Ibu Mia to assist with her complaint?

Nabilla requests the purchase receipt or card to verify the order details and assist with the complaint.

What is the duration of the warranty for product exchange mentioned in the conversation?

The warranty for product exchange is 24 hours.

How long is the warranty period for machine defects as stated in the transcript?

The warranty period for machine defects is two years.

What steps does Nabilla outline for the warranty process?

Nabilla explains that a team will visit Ibu Mia's home to check the defective item, and if it is found to be faulty due to a manufacturing error, a replacement will be processed within three days.

What does Ibu Mia decide regarding her warranty option?

Ibu Mia decides to go for a product exchange due to her experience of loss from the defective product.

How does Nabilla respond to Ibu Mia's complaint?

Nabilla expresses apologies on behalf of the company and assures Ibu Mia that her issue will be addressed promptly.

What is the overall tone of the customer service interaction?

The overall tone is professional, polite, and empathetic, reflecting good customer service practices.