Handling Complain Nasabah (ATM Tertelan mesin)

Summary

This video script portrays a customer service interaction where a client is seeking assistance regarding a blocked ATM card. The customer service representative apologizes for the inconvenience and requests necessary details such as the customer's bank book and ID. They explain the steps required to unblock the card and ensure the process is smooth, offering further assistance if needed. The dialogue is polite and professional, with a focus on resolving the issue efficiently, leaving the customer satisfied with the service provided.

Takeaways

• 😀 The conversation starts with some light music and greetings, creating a friendly atmosphere.
• 😀 The speaker asks if the listener needs assistance and says goodbye with music playing in the background.
• 😀 There is a request for the listener to send account details by the next day.
• 😀 The speaker apologizes for a previous issue and explains that they need the listener's ATM card and identification to proceed.
• 😀 The speaker requests the listener's passbook and ID card for verification.
• 😀 The speaker mentions an incident where the listener's ATM card was used improperly.
• 😀 The speaker confirms that the transaction occurred at a specific ATM on October 23, around 5 PM.
• 😀 The speaker mentions the ATM's location as BNI on MT Haryono street and that the transaction was processed at 10 AM on October 25.
• 😀 The listener is advised that the ATM card is now blocked, and further steps need to be taken to resolve the issue.
• 😀 The speaker confirms that the process of printing the new ATM card and ID verification is complete, and everything is ready for the listener.
• 😀 The conversation concludes with the speaker thanking the listener for their patience and expressing gratitude for their trust in the service.

Q & A

What is the main topic discussed in the transcript?

The transcript primarily discusses an issue with an ATM card, including the process of blocking the card, requesting necessary documents, and verifying transaction details.

What issue does the person in the transcript face?

The person is experiencing a problem with their ATM card, which seems to have been blocked, and they are seeking assistance in resolving the issue.

What documents are requested by the person assisting with the ATM issue?

The person assisting requests the customer to provide their ID card (KTP) and their bank book in order to verify their identity and resolve the issue.

What specific transaction detail is mentioned in the transcript?

The transcript mentions a transaction that took place on October 23rd, around 5 PM, involving the ATM machine at a BNI branch.

What happens to the ATM card mentioned in the transcript?

The ATM card was blocked, and the person is instructed to fill out a form to request a replacement card.

When was the ATM card blocked?

The ATM card was blocked on October 25th, at around 10 AM.

What steps are required to resolve the issue with the ATM card?

The customer needs to fill out a form and provide their ID card and bank book. After completing the required documentation, they will be able to receive a new ATM card.

What kind of verification is performed regarding the ATM transaction?

The assistant asks for details about the specific transaction, including the transaction date, time, and machine used, in order to verify the issue with the ATM card.

How is the person who is receiving help referred to in the transcript?

The person receiving help is referred to as 'Ibu' (which means 'Mrs.' or 'Madam'), indicating they are the customer seeking assistance.

What is the tone of the conversation in the transcript?

The tone of the conversation is polite and helpful, as the assistant provides instructions and assistance to the customer to resolve their ATM card issue.