8 Maret 2025

Summary

The transcript details an interview conducted by students from Flores University, discussing training programs at a local company named Postra. The interview focuses on various aspects of employee development, including the benefits of training, types of training offered, and the importance of human resources in sales and customer service. The conversation also touches on the role of leadership, effective communication, and the company’s approach to customer service, especially for elderly clients. The emphasis is on practical skills, ethics, and personal development within the organization, highlighting the unique challenges of working in the credit and financial services sector.

Takeaways

• 😀 The interview focuses on training and development programs at a financial institution, particularly in the context of pension credits.
• 😀 The office provides a variety of training programs, with a focus on leadership development and customer service skills.
• 😀 The annual Rakernas event is a major training program where branch leaders across Indonesia meet to discuss improvements and strategies.
• 😀 The company operates in the financial services industry, particularly pension credit services, and aims to provide competitive income through these services.
• 😀 The company faces challenges such as credit risk, particularly when clients pass away or when credit services are misdirected.
• 😀 The HR department emphasizes balancing leadership skills and strong interpersonal communication within the team, as they provide essential customer-facing services.
• 😀 The company’s marketing team benefits from previous experience in similar institutions, reducing the need for intensive training.
• 😀 The core training involves salesmanship, leadership, customer service, and the ability to communicate effectively with elderly clients, who make up the majority of their clientele.
• 😀 Key skills for success in the company include a combination of good speaking ability and strong attitude toward customer service.
• 😀 The company uses a highly localized approach, training employees to connect with customers through language and cultural understanding, important for their client base.
• 😀 The company’s training and development programs are centralized, with all training being overseen and directed from the main office to maintain consistency across branches.

Q & A

What is the main focus of the company's training programs?

The main focus of the company's training programs is to enhance employee skills in leadership, communication, sales, and customer service, particularly related to their credit services.

What is Rakernas, and how does it contribute to employee development?

Rakernas is an annual meeting where all the heads of branches across Indonesia gather to discuss the company's development, including business strategies, employee development, and market competition. This event serves as a platform for learning and improving the company's operations.

How does the company ensure that employees meet the company's performance expectations?

The company focuses on aligning employees' abilities with the needs of the organization. Performance is evaluated based on meeting targets and delivering the expected results, especially in terms of product sales and customer service.

What are some of the key risks the company faces in its credit services?

Key risks include dealing with deceased customers (members who have passed away) and providing credit to inappropriate targets, which could result in fictitious loans or non-performing loans. The company also faces risks when customers default on payments.

What types of employees does the company hire, and what are their qualifications?

The company hires employees from various educational backgrounds, not strictly requiring financial or business degrees. The focus is more on character, ethics, and the ability to communicate effectively, especially in customer service and sales.

How does the company handle different customer personalities in its services?

The company trains employees to adapt to various customer personalities, especially older customers, by using a personalized approach. This includes using the local language or dialect to build trust and ensure effective communication.

What is the importance of attitude and speaking skills in the company's training?

Attitude and speaking skills are both crucial for success in the company. Employees must have excellent communication skills to present the company's products effectively and maintain a positive, empathetic attitude towards customers.

Does the company have a specific process for designing training programs?

The company doesn’t have a specific process for designing training programs at the branch level. Most training is centralized and focuses on sales and customer service related to credit services. Training is guided by the central office.

How does the company assess the success of its training programs?

Success is measured by whether employees meet their performance targets and whether the skills learned in training are applied in real-world situations, especially in customer interaction and sales outcomes.

What role does cultural understanding play in the company’s service delivery?

Cultural understanding plays a vital role in service delivery, especially in dealing with older customers or those from different regional backgrounds. Employees are trained to use appropriate local languages and approaches to build stronger rapport and trust with customers.