PRAKERJA KAMILIA - CONTOH PERCAKAPAN CS DAN PELANGGAN ( MENANGANI KOMPLAIN )

Summary

A customer contacts an expedition company to complain about a delayed shipment. The customer expresses frustration, expecting the delivery to reach Lombok within 11 hours, as advertised by the company, but it has yet to arrive after several days. The customer service representative explains that the delivery is regular and will take 2-3 days, especially since it's going to a location outside Java. They apologize for the misunderstanding and assure the customer that their feedback will be passed on to the company. The representative offers further assistance and encourages the customer to check back if the package is not delivered soon.

Takeaways

• 😀 The customer is dissatisfied because their package to Lombok has not arrived within the expected timeframe.
• 😀 The customer mentions they chose the courier based on the company's slogan claiming delivery in 11 hours.
• 😀 The agent acknowledges the issue and apologizes for the inconvenience caused to the customer.
• 😀 The agent explains that the delivery time for destinations outside Java is 2-3 days, which may be longer than expected.
• 😀 The agent requests the customer's receipt number to look up the shipment status and offers to check the progress of the delivery.
• 😀 The customer is upset by the discrepancy between the promised 11-hour delivery and the actual delay.
• 😀 The agent apologizes again and assures the customer that the complaint will be forwarded to the company.
• 😀 The agent informs the customer that they can come back in the future to check on the package if it hasn't arrived.
• 😀 The agent offers additional support and asks if there is anything else they can assist with.
• 😀 The conversation ends with both parties thanking each other, despite the unresolved issue regarding the package delay.

Q & A

What is the customer’s main complaint in the interaction?

The customer is upset because the package they sent to Lombok has not arrived within the expected 11-hour timeframe advertised by the courier company. Instead, the delivery is taking longer than expected, which is causing frustration.

What was the customer’s expectation about the delivery time?

The customer expected the package to be delivered within 11 hours, as indicated in the company's slogan.

How did the customer service representative explain the situation?

The customer service representative clarified that the customer chose a regular shipping method, which has an estimated delivery time of 2-3 days for shipments outside Java, rather than the 11-hour delivery that was advertised for other cases.

What does the representative apologize for during the conversation?

The representative apologizes for the inconvenience caused by the delayed delivery and the discrepancy between the advertised 11-hour delivery time and the actual shipping time.

What suggestion does the customer service representative give regarding the slogan?

The representative acknowledges that the slogan might be misleading and suggests that it be revised to avoid customer confusion and dissatisfaction.

What steps does the customer service representative offer to the customer?

The representative suggests that the customer either wait for the package to arrive or return to the service center to check the tracking status if the package has not been delivered by the next day or two.

What is the main reason for the delivery delay mentioned by the representative?

The representative explains that the delivery delay is due to the shipping destination being outside Java, which typically requires 2-3 days for regular shipping, as opposed to a quicker delivery within Java.

What action does the representative say will be taken regarding the customer’s feedback?

The representative assures the customer that their feedback about the misleading slogan will be passed on to the relevant parties within the company for review.

What did the customer imply about the courier company’s slogan?

The customer implied that the company's slogan, which claims 11-hour delivery, was misleading and did not align with their actual experience of slower delivery times.

What additional information does the customer service representative provide about tracking the package?

The representative mentions that if the customer is unable to track the package on the company’s website, they can visit the service center again in the coming days for further assistance.