CARA PENANGANAN KOMPLAIN PASIEN

Summary

In this video, a woman approaches a customer service officer, Habah, to file a complaint about waiting for treatment despite registering online. The officer helps her realize that her online registration wasn’t completed, and assists her in checking in. After resolving the issue, the officer encourages her to proceed to the second floor and wishes her a good day, highlighting the importance of customer service improvement through the complaint process.

Takeaways

• 😀 The interaction takes place in a customer service or hospital setting involving an information and complaint officer named Habah.
• 😀 The visitor comes to make a complaint regarding delays in online registration for treatment.
• 😀 Habah politely greets and assists the visitor, asking them to sit and fill out a complaint form.
• 😀 The visitor has registered online the previous day but has not yet been called for treatment.
• 😀 Habah checks the online queue and identifies that the visitor has not completed the online check-in process.
• 😀 Habah offers guidance and assistance to complete the online check-in.
• 😀 The visitor successfully completes the check-in process after Habah's help.
• 😀 The visitor is then instructed to proceed to the second floor with proof of online registration.
• 😀 Habah expresses hope that the complaint will help improve service quality.
• 😀 The interaction ends with polite farewells and a positive tone, ensuring the visitor feels assisted and satisfied.

Q & A

What is the role of the character Habah in the script?

Habah is the information and complaint officer, assisting patients with their complaints and helping them navigate the registration process.

Why is the woman complaining to Habah?

The woman is complaining because she registered online the previous day but hasn't been called for treatment yet, despite waiting.

What action does Habah take to address the woman's complaint?

Habah assists the woman by checking her online registration status and discovers that she hasn't completed her check-in. Habah helps her finalize the check-in process.

What is the significance of the 'complaint form' mentioned in the script?

The complaint form allows the woman to officially submit her concerns about the waiting time and her registration process. It's part of the process for addressing grievances in the service system.

Why does Habah ask to see the online queue?

Habah asks to see the online queue to verify the woman's registration status and determine why she hasn't been called yet for treatment.

What is revealed about the woman's online registration?

It is revealed that the woman has not completed the check-in process for her online registration, which is why she hasn't been called yet.

What does Habah do to resolve the situation?

Habah helps the woman complete her check-in process and advises her to go to the second floor for treatment.

What is the woman's reaction after Habah helps her?

The woman is thankful and expresses her satisfaction, mentioning that she is happy with the resolution of her complaint.

What is the overall tone of the interaction between Habah and the woman?

The tone is polite and professional, with Habah offering assistance and the woman expressing gratitude for the help.

What is the significance of the 'proof of online registration' mentioned in the script?

The proof of online registration serves as confirmation that the woman has registered and checked in for treatment. It is required to ensure her treatment process is valid.